Passenger Service Agent Flynas AQI Station

About the Role

Swissport KSA is seeking a Passenger Service Agent for its Flynas AQI Station in Al Qaysumah, Al Qayşūmah, Saudi Arabia. This full-time role involves providing comprehensive passenger and customer services as contracted by the airline, ensuring a smooth and positive experience for 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 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 those with special needs such as unaccompanied minors (UM), VIPs, and passengers 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 Competencies

• Experience required: 0-1 year in a relevant field.
• Demonstrated passion for customer service and relevant work experience.
• Excellent communication skills, both written and verbal.
• 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 required.
• Proficiency in typing and willingness to learn airline-specific computer reservation/ticketing software.
• Willingness to work in inclement weather conditions.
• Flexibility to work various shifts, including days, evenings, nights, weekends, and holidays.

Work Environment

This is a full-time position based at the Flynas AQI Station in Al Qaysumah, Saudi Arabia, requiring adaptability to various operational demands and shift patterns.

Application Process

Salary for this position will be disclosed during the application process. Qualified candidates are encouraged to apply.