Baggage Agent

Date: 23 Jan 2025

Company: Air Arabia Egypt (E5)

Location:

Cairo, EG

Country: EG

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.