Passenger Service Agent Flynas AHB Station

About the Role

Swissport KSA is seeking a Passenger Service Agent for its Flynas operations at Abha International Airport (AHB) in Abha, 'Asir, Saudi Arabia. This full-time role involves providing comprehensive passenger and customer services as contracted by the airline, ensuring a positive experience for all travelers.

Job Summary

The Passenger Service Agent is responsible for delivering all necessary passenger and customer services, including baggage processing, terminal and gate check-in, greeting arriving passengers, and providing assistance for VIPs and passengers with special needs. The role requires adherence to standard operating procedures and maintaining high customer service standards.

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 touch 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, and ensuring accuracy of final passenger figures. Initiate searches for missing passengers and communicate baggage details for them.
• 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 and 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.

Work Type

This is a full-time position based in Abha, 'Asir, Saudi Arabia.