Passenger Service Agent

Job Description

We are seeking a courteous, customer-oriented, and organized Passenger Service Agent to join our ground-handling / customer-service team at Dubai airport. The ideal candidate will assist departing and arriving passengers, ensure smooth check-in / boarding / disembarkation experience, handle passenger enquiries, liaise with internal airport/airline teams, and maintain high standards of customer service and airport regulations.

Key Responsibilities:

• Greet passengers and assist with check-in, boarding, flight documentation, and baggage tagging where applicable.
• Provide information and assistance to passengers — flight status, boarding gates, airport facilities, regulations, travel guidelines.
• Manage passenger flow, assist with special-needs passengers (elderly, disabled, families, unaccompanied minors).
• Coordinate with airline/airport staff, ground handling crew, and relevant departments to ensure timely boarding and departures.
• Handle passenger registrations, name-check, seat allocation, boarding pass issuance, and security/immigration formalities (as per role scope).
• Address passenger queries or complaints politely, assist in resolving issues or escalate to supervisors as needed.
• Ensure compliance with airport, airline, and aviation safety regulations, quality standards, and customer-service protocols.
• Perform documentation, data entry, passenger record-keeping; maintain logs related to flights and passenger services.
• Assist in baggage/personal-belongings handling support (if required), passenger transfers, or coordination with ramp/ground-handling staff.
• Work in shifts (including nights, weekends, holidays) as flight schedules demand.

Requirements:

• High school diploma or equivalent (some employers may prefer a diploma or bachelor’s degree).
• Good communication and interpersonal skills; proficiency in English mandatory; knowledge of Arabic or other languages may be an advantage.
• Customer-service orientation, polite demeanor, patience and ability to handle stressful or busy situations.
• Flexibility to work in shifts, including nights and weekends.
• Ability to stand long hours; readiness to work in fast-paced airport environment.
• Basic computer skills (for check-in systems, documentation, data entry).
• Prior experience in customer service or ground-handling/airport operations is a plus (but many employers hire freshers with the right attitude).

Job Title: Passenger Service Agent / Airport Ground Staff / Passenger Services Agent
Location: Dubai, UAE
Employment Type: Full-Time
Industry: Aviation / Airport Services / Customer Service / Ground Handling
Number of Positions: 3–6 (or as per airline/ground-handling company needs)