Job Description
Job Purpose
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.
Key Result Responsibilities
- 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.
Key Result Responsibilities - Continued
- 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
Qualifications (Academic, training, languages) 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.
Work Experience
- 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.
