Baggage & Ticketing Agent

Location: Edinburgh Airport

You must be fully flexible

To provide all necessary help and support to passengers as required by our customer airlines to include reservations and ticketing, passenger queries, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.

Responsibilities

The following responsibilities are associated with this job role:

• Assist passengers with self-service check-in kiosks
• Inspect and verify passenger travel documentation
• Issue boarding passes and support passengers affected by flight disruptions, delays, cancellations, or denied boarding situations
• Arrange hotel accommodation, transport, and meal vouchers in line with airline policies and requirements during disruption situations
• Manage passenger baggage processing including baggage acceptance, fee calculation, and excess baggage handling where applicable
• Provide assistance and support for passengers with special requirements and reduced mobility
• Handle passenger reservations, ticketing enquiries, and general travel-related customer service requests
• Support airline operations during disruption recovery and irregular operations
• Assist customers with baggage-related queries including delayed, damaged, and missing baggage claims in accordance with baggage handling procedures
• Provide basic baggage services support and customer assistance at baggage service desks when required
• Produce and maintain accurate work-related documentation and reports
• Operate airline and airport systems including ticketing, baggage, and airline-specific software
• Assist colleagues across other airport terminal areas where operationally required
• Maintain a professional, customer-focused approach at all times
• Comply with all relevant aviation legislation, airport regulations, and security requirements
• Comply with Swissport Standard Operating Procedures (SOPs)
• Maintain the highest standards of safety, security, and customer service
• Undertake additional duties as assigned by management

Qualifications

• A minimum of three GCSE’s or equivalent
• Flexible to work a variety of shifts (days, evening, nights, weekends, and public holidays)
• Ability to speak and understand the English language
• Ability to travel to the airport at times where public transport is not available
• Excellent communication skills (written and verbal)
• Proficient in computer skills and able to learn Swissport (or airline specific) systems
• Ability to follow processes and procedures and apply flexible approach when required
• Able to demonstrate good customer service 
• Commitment to continuous improvement
• Self motivated and able to work independently
• Previous experience working in an aviation environment is desired
• Ability to speak additional languages desirable 

Career Progression 

• Satisfactory completion of three years continuous service (typically)
• Attainment of competency in all basic, intermediate and advanced tasks and duties
• Understanding and acceptance of the requirement to undertake additional duties and responsibilities associated with the seniority of this role
• Further progression / promotion - subject to successful application to job vacancies arising