Passenger Service Associate

Job Description

Job Title: Passenger Services Executive Department:  Passenger Services Reporting To:  Team Leader – Passenger Services Location:  Airport Operations Job Purpose The Passenger Services Executive is responsible for delivering safe, efficient, and courteous passenger handling services in line with airline requirements, airport regulations, and company standards. The role focuses on ensuring smooth passenger flow, regulatory compliance, and a positive customer experience across all terminal touchpoints. Key Responsibilities Passenger Service Operations • Handle passengers during check-in, boarding, arrival, and transit in accordance with airline, airport, immigration, customs, CISF, and regulatory procedures. • Manage check-in counters, boarding gates, ticketing, passport, and visa verification accurately. • Assist passengers with special needs, including PRMs and wheelchair assistance. • Meet arriving flights, guide passengers, and ensure correct baggage delivery. • Prepare, complete, and file pre-flight and post-flight documentation. • Share passenger count and operational updates with the Operations team after counter closure. • Process airline messages and follow up on pending PIR cases. • Resolve passenger-related issues and escalate complex matters to the Team Leader when required. Customer Experience & Compliance • Deliver courteous, professional, and customer-focused service at all times. • Coordinate with AOCC and internal departments for smooth passenger operations. • Maintain grooming standards, uniform discipline, and professional conduct. • Safeguard company equipment, documents, and operational devices. Safety, Security & Environment • Identify, report, and escalate safety hazards, security breaches, or regulatory non-compliance immediately. • Follow DGCA, airport operator, BCAS, CISF, customs, and immigration regulations. • Ensure safe passenger movement and prevent overcrowding or unauthorized access. • Report suspicious activities and ensure correct use of airport passes. • Follow emergency procedures during delays, cancellations, medical situations, or evacuations. • Use PPE as required and attend mandatory safety briefings and training. • Promote safety culture by participating in audits, inspections, and drills. • Use resources such as water, fuel, and electricity responsibly. Qualifications & Experience • Education:  Graduate in any discipline from a recognized university. • Experience:  0–2 years in passenger service, customer service, aviation, or hospitality. • Knowledge:  Passenger handling systems, check-in and boarding processes, airline procedures. • Skills: • Strong communication and interpersonal skills • Problem-solving and conflict resolution • Ability to work under pressure and in shift operations Core Competencies • Passenger Handling & Customer Service • Airline & Airport Regulatory Compliance • Safety & Security Awareness • Teamwork & Coordination • Documentation & Reporting • Communication & Interpersonal Skills Authority & Accountability • Authority to stop or suspend work in case of safety, security, or regulatory violations. • Coordinate with airline representatives, airport authorities, and internal teams (Ramp, Security, Load Control). • Take immediate action within defined limits to resolve operational or passenger-related issues. • Supervise and guide frontline passenger service staff to maintain service quality and compliance.

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