Airline Customer Service Agent

IIQAF; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

IIQAF Group of Companies in Dubai is seeking an Airline Customer Service Agent to support daily passenger services and airport operations. You will assist travelers with check-in, ticketing, boarding, baggage inquiries, and reservations, delivering courteous, professional service throughout the journey.

The role requires knowledge of check-in procedures, boarding operations, and travel documentation, with a focus on safety, efficiency, and a positive airport experience.

Qualifications

• High school diploma or equivalent; a diploma/degree in Aviation Management, Travel & Tourism, or Hospitality is an advantage.
• Experience in airline customer service, airport operations, or aviation ground services is preferred.
• Knowledge of airline check-in procedures, boarding operations, ticketing, and passenger handling.

Responsibilities

• Assist passengers with flight check-in, boarding, ticketing, and airline reservations.
• Provide information on flight schedules, departures, arrivals, delays, and cancellations.
• Handle baggage inquiries, documentation, and boarding requirements.

Skills

Customer service

Communication

Interpersonal skills

Education

High school diploma

Aviation-related diploma

Job description

Company: IIQAF Group
Location: Dubai, UAE
Industry: Airlines / Aviation
Employment Type: Full-Time

Job Summary

IIQAF Group of Companies is seeking a professional and customer-focused Airline Customer Service Agent to support daily airline passenger services and airport operations in Dubai. The successful candidate will assist passengers throughout their travel journey, including flight check-in, ticketing, boarding, baggage inquiries, flight reservations, and travel-related concerns.

The role involves delivering excellent customer service, handling passenger requests, resolving travel-related issues, and ensuring a smooth and positive airport experience. Candidates with experience in airline customer service, aviation operations, airport ground handling, passenger services, or airline reservations are encouraged to apply.

Key Responsibilities

• Assist passengers with flight check-in, boarding procedures, ticketing, and airline reservations.
• Provide accurate information regarding flight schedules, departure times, arrivals, delays, and cancellations.
• Handle passenger inquiries related to baggage allowance, lost luggage, travel documentation, and boarding requirements.
• Support airport ground operations by coordinating with airline staff, baggage teams, and airport personnel.
• Process flight bookings, ticket changes, cancellations, and reservation modifications.
• Verify passenger identification, travel documents, visas, and other required travel information.
• Guide passengers through check-in counters, boarding gates, departure terminals, and arrival procedures.
• Handle customer complaints, flight disruptions, and special passenger requests professionally.
• Assist passengers with special requirements, including elderly travelers, unaccompanied minors, and passengers requiring mobility assistance.
• Maintain accurate passenger records and update airline reservation and check-in systems.
• Coordinate with flight operations and ground handling teams to ensure timely passenger boarding.
• Follow airline policies, airport security procedures, aviation regulations, and customer service standards.
• Promote a positive passenger experience by providing courteous, efficient, and professional assistance.

Required Qualifications

• High school diploma or equivalent qualification; a diploma or degree in Aviation Management, Travel and Tourism, or Hospitality is an advantage.
• Previous experience in airline customer service, airport operations, passenger handling, or aviation ground services is preferred.
• Knowledge of airline check-in procedures, boarding operations, ticketing, and passenger handling.
• Familiarity with airline reservation systems, departure control systems, and airport management procedures.
• Understanding of baggage handling procedures, flight schedules, and airport operational requirements.
• Good knowledge of travel documentation, passport verification, and international passenger requirements.
• Strong communication and interpersonal skills with a customer-oriented approach.
• Ability to work in a fast-paced airport environment and handle multiple passenger requests.
• Flexibility to work rotational shifts, weekends, and public holidays.