Special Service Agent - Ground (Aviation)

As a Special Service Agent Ground in the aviation industry, you will be responsible for providing specialized assistance and support to passengers with special needs, ensuring their comfort and safety throughout their travel experience. Your role is essential in delivering exceptional customer service and maintaining operational efficiency on the ground.

Key Responsibilities:

• Assist passengers with special needs, including unaccompanied minors, elderly passengers, and passengers with disabilities, throughout their journey.

• Coordinate wheelchair assistance, boarding, and deplaning procedures to ensure a smooth and seamless experience for passengers requiring special assistance.

• Handle special service requests such as medical emergencies, dietary requirements, and other accommodations with sensitivity and efficiency.

• Communicate effectively with airline staff, ground handlers, and security personnel to coordinate and facilitate special service arrangements.

• Provide accurate and helpful information to passengers regarding flight schedules, gate changes, and airport facilities.

• Assist in resolving customer inquiries, complaints, and issues promptly and professionally.

• Maintain confidentiality of passenger information and adhere to data protection regulations.

• Ensure compliance with airline policies, safety regulations, and procedures related to special services.

Qualifications and Experience:

• High school diploma or equivalent; additional training or certification in hospitality, customer service, or aviation is advantageous.

• Minimum of 2-3 years of experience in a customer service role, preferably within the aviation industry.

• Experience handling special service requests and familiarity with ADA regulations is beneficial.

• Experience in the GCC region is preferred, with knowledge of local airport procedures and cultural norms.

• Strong communication and interpersonal skills, with the ability to interact effectively with passengers from diverse backgrounds.

• Ability to work under pressure and maintain composure during challenging situations.

• Proficiency in English is required; additional languages such as Arabic are advantageous.

• Flexibility to work shifts, including evenings, weekends, and holidays, based on operational requirements.

• Commitment to providing exceptional service and ensuring a positive travel experience for passengers with special needs.

Note: Applicants must attach the following:

Resume / CV

Certifications or relevant training documents