Passenger Services Agent

Job Summary

The Passenger Services Agent provides efficient and customer-focused check-in, boarding, and arrival services for airline passengers in compliance with airport, airline, and IATA regulations. The role ensures accurate passenger documentation, smooth flight handling, and a positive travel experience while maintaining the highest standards of safety, security, and service excellence.

Job Responsibilities 1

Carry out passenger check-in, boarding, and arrival services in accordance with airline procedures and flight schedules.

Verify travel documents, visas, and identification to ensure regulatory compliance and security standards are met.

Handle baggage acceptance, tagging, and excess-baggage procedures, ensuring accuracy in weight and destination.

Provide assistance to passengers with special needs, including PRMs, unaccompanied minors, and VIPs.

Operate Departure Control System (DCS) for check-in, seat allocation, and flight status updates.

Conduct boarding gate procedures, ensuring proper passenger flow, announcements, and verification prior to departure.

Coordinate with airline representatives, security, immigration, and ground operations for timely aircraft turnaround.

Manage flight disruptions or delays professionally, offering rebooking, communication, and customer support as per airline policy.

Maintain compliance with Safety Management System (SMS) and Quality Management System (QMS) requirements.

Handle lost, mishandled, or delayed baggage reports and assist in resolving passenger complaints courteously.

Ensure the check-in counters and gate areas are orderly, equipped, and operationally ready.

Job Responsibilities 2

Additional Responsibilities 3

Job Knowledge & Skills

Knowledge of airport terminal operations, IATA/ICAO standards, and airline policies.

Proficient in DCS and reservation systems.

Strong customer service and communication skills.

Ability to work in a fast-paced, multi-flight environment.

Attention to detail and adherence to security procedures.

Job Experience

Minimum 2–4 years of experience in passenger handling within airline or ground handling operations.

Knowledge of airport safety and security procedures required.

Competencies

Education