Passenger Services Agent ABY Job Details

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Passenger Services Agent ABY Date: 5 Oct 2026 Passenger Services Agent ABY Company: Customer Services Area of Responsibility Areas of Responsibility Landside and Airside • Meet and Assist • Visa Services • Call Centre • Floor Walking • Check-in/Boarding • Lost and Found • Visa Check • Transfer desk • Ticketing • Boarding gates Purpose of the Job The purpose of this job is to provide a consistent quality service to all SAS customers at any designated area, consistent with Sharjah Aviation Services superior service delivery standards and undertake duties assigned by the Team Leader incorporating all of SAS services in order to maintain the day to day operation of the department and to perform those duties with the highest level of customer service while exceeding the required service levels of all SAS customer airlines. Key Responsibilities General • Display excellent customer service skills team work and understanding to achieve customer satisfaction. Strive with the common goal to avoid complaints and achieve recognition. Always adhere to the set service expectations and procedures to ensure passengers are handled in a safe friendly efficient and professional manner. • The timely and efficient service provided should at all times be carried out with use of agreed Standard Operating Procedures and in a safe and secure working environment in accordance with Local Airport Authorities and customer airlines regulations • Effectively communicate and maintaining a good working relationship with colleagues as well as outstations Customer Airlines and various Government Departments Security Customs and Police. • Representing the Company in a professional manner • To maintain housekeeping rules and adhere to the companys uniform and grooming standards all times. • To carry out effective shift handovers • To ensure that Health and Safety requirements are adhered to and report those that are not • To immediately report to the Baggage ControllerManager any injuries accidents incident Lost and Found • Perform tasks assigned by the Lost and Found Team Leader. • Create World TracerBSS Air Arabia reports for mishandled baggage or property irregularity. • Update systems regularly and respond to passenger queries appropriately. • Carry out any follow up worksecondary tracing on above files. • Regularly monitor and clear the action files and maintain regular contact with disrupted passengers. • Ensure the delivery of claimed baggage is done against correct documentation in line with airline contracts. • Answer and act swiftly to any telephone calls and other queries. • Ensure correct proceduresdocumentation is carried out for the transportation of unaccompanied hold baggage Rush Bags. • Communicate promptly with dispatch the number of rush baggage planned per flight. • Register and store lost and found propertyunclaimed baggage in accordance with the company policy. • Hand over to Customs and Airline officials all relevant found property. • Maintain daily communication with BMA Team Leader re prompt delivery of rush baggage to aircraft. • Assist in guiding passengers within the arrival concourse and with any query • Allocate inbound flight to the corresponding baggage belt and update the FIDS system according to the belt allocation. • Record accurate baggage delivery timings • Maintain effective communication with outstations • Recording reporting tracking and monitoring of all baggage held in LZ store Key Responsibilities Continued Central Baggage Tracing • Ensure that all mishandled baggage cases for Air Arabia Airlines are daily checked in the BSS Air Arabia Baggage Service System. • Expertise in World Tracer WEB system for the tracing and effectively improve the tracing recovery • Checks tracing messages in World Tracer systems on a regular basis and ensure that necessary feedback and reply are sent accordingly. • Coordinates with Air Arabia outstations GHA thru email messages involving mishandled baggage issues. • Receiving LZ baggage which is sent by G9 outstations and ensuring that an OHD file reference is created for each baggage. • Scrutinizing unclaimed baggage including LZ bags by opening each bag and identifying possible whereabouts of passengers as well as contact numbers. • Uses own initiative to establish communication with passengers if any c

The responsibilities described encompass delivering high-quality customer service across landside and airside operations, including meet & assist, visa services, call centre, check-in/boarding, lost and found, transfer desk, ticketing, and boarding gates. Maintain professional conduct, adhere to Standard Operating Procedures, ensure safety and security, communicate effectively with colleagues, outstations, customer airlines, and government departments, and represent the company professionally. Perform shift handovers, uphold health and safety standards, and report incidents. Manage Lost and Found processes, create World Tracer/BSS Air Arabia reports for baggage irregularities, update systems, respond to passenger queries, follow up on tracing, and monitor action files. Ensure baggage delivery is documented correctly, handle inquiries by phone and other channels, proper documentation for unaccompanied hold baggage (Rush Bags), coordinate with dispatch on rush baggage volumes, and store and hand over property to appropriate authorities. Guide passengers within the arrival concourse, allocate inbound flights to baggage belts, update the FIDS system, and maintain daily communication with the BMA Team Leader for prompt baggage delivery. Maintain effective communication with outstations, record and monitor baggage held in LZ stores, and perform central baggage tracing using World Tracer WEB to improve recovery. Coordinate with outstations and GHA on mishandled baggage issues, receive LZ baggage from G9 outstations, create OHD file references, scrutinize unclaimed baggage for passenger whereabouts, and establish contact with passengers as needed.