Baggage Agent

Is responsible for handling baggage claims settlement and tracing lost or mishandled baggage through a third-party ground operations provider. This role ensures that all baggage-related issues are resolved efficiently, in compliance with airline policies, and within regulatory frameworks. The incumbent will work closely with third-party service providers, passengers, and internal departments to ensure seamless baggage service delivery and customer satisfaction.

• Oversees the baggage claims process for lost, damaged, or delayed baggage, ensuring timely and accurate resolution.
• Monitors the baggage handling and traces lost luggage on a daily basis using airline tracking systems. Conducts necessary investigations to resolve customers’ complaints; compiles necessary reports and forwards to Airport Manager accordingly.
• Liaises with the Customer Relations team for all the esclations.to ensure that settlements are in accordance with airline policies and relevant regulations.
• Monitors Airline Customer Relations Portal (SPRINKLER or any other) to ensure that baggage related complaints are promptly addressed and responded.
• Communicates with passengers regarding the status of their claims and lost baggage to ensure that compensation is processed in a timely manner by coordinating with finance department.
• Monitors trends in baggage claims to identify recurring issues and share report to management for necessary implementation of preventative measures.
• Ensures third-party teams adhere to the airline's standards for baggage handling, claims settlement, and customer service.
• Conducts regular meetings with third-party provider to review performance metrics, address challenges, and align on operational improvements.
• Monitors third-party compliance with safety regulations, service level agreements (SLAs), and other contractual obligations related to baggage operations and advise Ground Operations Manager in case of any violations.

• Escalates unresolved or complex cases to the Ground Operations Manager and other relevant departments as needed.
• Shares fault station reports to airline destinations and finalizing these reports on a biweekly basis. Prepares comprehensive baggage services report at the end of each month for management review.
• Assists ground operations manager in any additional assigned duties

Minimum bachelor’s degree in any discipline or equivalent with 4+ years of experience in baggage handling, ground operations, or customer service within the aviation industry, with a focus on claims management.

• Strong understanding of baggage handling systems and airline claims processes.
• Experience working with third-party service providers in a high-paced environment is preferred.
• Problem-solving and analytical skills
• Proficient in airline baggage tracking systems (e.g., World Tracer) and Microsoft Office Suite.