Passenger Service Agent Flynas ULH Station

About the Role

Swissport KSA is seeking a Passenger Service Agent for a full-time position at the Flynas ULH Station in Al Madinah, specifically covering Al Ula and Medina. This role involves providing essential passenger and customer services as per client contracts, ensuring a positive experience for all travelers.

Key Responsibilities

• Prepare and clear check-in counters with necessary stationery and signage before and after flights.
• Welcome passengers at check-in and other customer service points, 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 diversions, 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 unaccompanied minors (UM), VIP passengers, 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 are available for loading upon departure and delivery upon arrival.
• Adhere to and comply with all Standard Operating Procedures (Swissport and Carrier Specific).
• Operate 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-supplied products (*, boarding passes, tags, signage) from loss or damage by strictly adhering to written procedures.
• Ensure compliance with uniform standards and personnel 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 Competencies

• Passion for customer service.
• Commitment to continuous improvement.
• Self-motivated and capable of working independently.
• Attentive to detail and numerate.
• Ability to follow processes and procedures, applying a flexible approach when necessary.
• Willingness to work in inclement weather conditions.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Experience Required

Candidates should have 0-1 years of relevant experience for this role.

Work Environment

This is a full-time position based in Al Madinah, covering operations in Al Ula and Medina, requiring adaptability to varying shift schedules.