Passenger Service Agent Flynas ELQ Station

About the Role

Swissport KSA is seeking a Passenger Service Agent for its Flynas ELQ Station in Al Qassim, Al Qasim, Saudi Arabia. This full-time role involves providing comprehensive passenger and customer services as contracted by the customer, ensuring a smooth and positive experience for all travelers.

Key Responsibilities

• Prepare and clear check-in counters with appropriate stationery and signage before and after flights.
• Welcome passengers at check-in and other customer service touchpoints, assisting in providing a pleasant customer experience.
• Verify travel documentation and check-in departing passengers according to standard operating procedures.
• Counter-check boarding passes, make announcements, and ensure efficient passenger boarding.
• Assist customers during flight irregularities such as delays, cancellations, or diverted flights, coordinating communication to maintain a positive passenger experience.
• Maintain excellent customer service standards consistently.
• Perform duties related to Check-In, Gate, Transfers, and Lost & Found.
• Charge applicable excess baggage fees.
• Assist passengers through arrival and check-in processes, including support for special needs passengers such as unaccompanied minors (UM), VIPs, and those requiring wheelchair assistance.
• Direct passengers through Customs, Immigration, and Quarantine as required.
• Manage Gate activities, including set-up, communication with the Flight Coordinator, flight close-out, boarding process, accuracy of final passenger figures, initiating searches for missing passengers, and communicating baggage details for missing passengers.
• Contribute to the on-time performance of flights through proactive handling of Passenger Service matters.
• Make public address announcements as needed (*, delay, boarding, last call).
• Assist the Ramp team to ensure wheelchairs, strollers, and gate-checked bags (cleared through security) are available for loading upon departure and delivery upon arrival.
• Adhere to and comply with all Standard Operating Procedures (Swissport & Carrier Specific).
• Operate equipment such as computer keyboards and carrier-specific reservation/ticketing software.
• Produce all required work-related documentation.
• Uphold and protect the company’s interests and image at the Terminal/Airside.
• Protect customer (airlines) supplied products (*, boarding passes, tags, signage) from loss or damage by strictly adhering to written procedures.
• Ensure compliance with uniform standards in line with appearance and personal protective equipment policies where applicable.
• Provide relevant information to customer queries and offer solutions to issues impacting the customer’s experience.
• Report all irregularities to the appropriate supervisor/manager.
• Carry out any additional duties as instructed by management.

Qualifications and Experience

• 0-1 year of experience in a relevant field.
• Ability to perform a variety of passenger service duties.
• Strong commitment to maintaining high customer service standards.

Required Skills

• Excellent communication and interpersonal skills.
• Proficiency in operating computer keyboards and carrier-specific reservation/ticketing software.
• Ability to handle multiple tasks and work effectively in a fast-paced environment.
• Problem-solving skills, particularly during flight irregularities.

Work Environment

This is a full-time position based at the Flynas ELQ Station in Al Qassim, Saudi Arabia, requiring adherence to strict operational procedures and uniform standards.

Application Process

Candidates meeting the qualifications are encouraged to apply for this role to contribute to passenger service operations at Swissport KSA.