Passenger Services Agent

Gatwick Ground Services (GGS) provide airport ground operations at London Gatwick and London City Airports. As a wholly owned British Airways subsidiary we take great pride in delivering the same impeccable customer service and fully comprehensive training. We are proud to deliver the highest standard of ground handling to British Airways and our other airline partners.

Gatwick Ground Services was established in 2016, to support the ramp operations of British Airways at Gatwick. Following its success, the company branched into Aircraft Cleaning in 2018. In 2020, Passenger Services formed the newest department within the GGS business to provide an all-round ground handling option.

Our operations across two stations supports British Airways, Air India, Iberia Express, Qatar Airways, Singapore Airlines and Vueling Airlines providing a complete ground handling solution.

It’s an exciting and fast-paced life when you’re working in some of the world’s most important travel hubs, and you’ll be part of a global gateway connecting with people from all walks of life and helping to make each and every journey original and unique.

Whether you are a welcoming face at check in, have a keen eye for aircraft appearance, or thrive in a detail-oriented fast paced ramp environment, a job at Gatwick Ground Services is yours to make.

When you join the Gatwick Ground Services team, an exceptional travel experience from the ground up starts with you.

**Please note that we work in partnership with our recruitment provider, One Resourcing Ltd, who manage the onboarding process including the background checks required to obtain a Full ID Pass for London Gatwick Airport.**

**The role**:
**Passenger Services Agent**

The first to greet passengers to the airport, the role of the Passenger Services Agent covers all front of house and above wing tasks to ensure a smooth and seamless passenger journey throughout the airport.

Your shifts will vary between early and late start times; currently the earliest start time being as early as 03:00 and the latest finish time being as late as 22:30. Your shifts will last for 8.5 hours (including a 30 min unpaid break) and will run on a rolling pattern of 4 days on and 2 days off. Given the nature of this role, you must be available to cover the above shift times, 7 days a week, 365 days a year, including Bank Holidays and religious festivals.

We are currently offering a fixed term contract until 31st March 2026 with the possibility of an offer of a permanent contract at the end of this period.

**What you’ll do**:

- Host our customer airline passengers and exercise flexibility to deliver a personalised and outstanding service
- Assist passengers as needed with check-in processes including support for passengers with special requirements such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance
- Deliver exceptional customer service to our customer airline passengers in the Lounge including welcoming, hosting, resolving issues, exploiting ancillary revenue opportunities and taking payment
- To assist transfer customers to meet their flight connections, making alternative arrangements as required
- To assist customers in the International Departures Lounge with any flight queries they may have, including support for any on-load or off-load issues
- To restore all mishandled baggage and lost property to customer airline passengers
- Record all information via PIR or direct entry into Bahamas system for lost and found bags including their contents with their value and basic claim
- Reunite passengers with lost / mishandled baggage via dispatch to their home address
- Arrange the disposal of unclaimed articles and storage of confiscated items in line with GGS and customer airline processes and procedures
- Processing and handling of excess baggage fees and payments from our customer airline passengers
- Handling of flight reservation changes and new reservation sales for our customer airline passengers
- Deal with difficult conversations tactfully and efficiently with offloaded, stand-by and other disrupted passengers; helping to arrange hotel accommodation, re-routes as required and PIR completion
- Assist passengers at self-service check-in kiosks and to drop luggage at appropriate drop off point
- Inspect and verify passenger documentation such as passports, visas and ESTA
- To follow procedures for passengers with regard to the acceptance of Dangerous Goods in accordance to the regulations laid down by the ICAO and IATA
- Accountable for ensuring punctual embarking and disembarking activities for departing and arriving aircraft
- To follow all GGS’ SOPs and comply with all UK / EU legislation as well as Airport Authority and our customer airline security requirements
- To forge professional and effective working relationships with own team, other GGS departments, supervisors, airline representatives, crew and their customers, in order to maintain and develop G