Baggage Specialist

Flair Airlines Ltd.; Toronto; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Unlimited Travel Perks

Competitive Benefits

Job summary

Flair Airlines, based in Toronto, is seeking a Baggage Specialist to manage centralized baggage operations, including tracing, recovery, claims, and customer case management. The role collaborates with airport teams, ground handlers, and internal stakeholders to uphold service standards and regulatory requirements.

The ideal candidate has at least 3 years in airline operations, strong analytical skills, and experience with baggage systems like WorldTracer.

Qualifications

• Minimum 3 years in airline operations, airport ops, baggage services, or related environment.
• Experience investigating baggage tracing, delayed baggage, and claims.
• Experience with baggage tracking systems such as WorldTracer is an asset.

Responsibilities

• Administer centralized baggage operation tasks including tracing, recovery, claims, and case management.
• Investigate and resolve delayed, damaged, and missing baggage with various stakeholders.
• Monitor work queues and ensure timely baggage recovery within SLAs.

Skills

Analytical skills

Investigative skills

Organizational skills

Communication skills

Attention to detail

Policy interpretation

MS Office proficiency

Baggage systems knowledge

Education

Post-secondary in Aviation Management

Business Administration

Supply Chain

Customer Service background

Tools

WorldTracer

Baggage management systems

Job description

Take Your Career to New Heights with Flair Airlines

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach.

Your Team:

Join Flair’s Central Baggage Operations team, where effective baggage recovery and case management support customers and operational performance across the network. Reporting to the Manager, Central Baggage Operations & Tracing, the Baggage Specialist is responsible for managing assigned areas of the centralized baggage operation, including baggage tracing, recovery, claims administration, and customer case management. This role ensures cases are handled accurately and efficiently in accordance with company policies, regulatory requirements, and established service standards.

The Baggage Specialist investigates baggage cases, coordinates recovery efforts, and monitors assigned work queues to support timely resolution and a positive customer experience. Working with airport teams, ground handling partners, and internal stakeholders, the role also supports quality assurance, trend analysis, and initiatives aimed at reducing mishandled and damaged baggage across the network.

This role is an on-site position based at our Toronto, ON, office.

A Day in the Life:

• Administer assigned functions within the centralized baggage operation, ensuring baggage tracing, recovery, claims administration, and customer case management activities are completed accurately and within established service standards.
• Investigate and resolve delayed, damaged, and missing baggage cases by coordinating with airport teams, ground handling providers, baggage recovery partners, and internal stakeholders to achieve timely resolution.
• Monitor assigned operational work queues, prioritize cases, and ensure baggage recovery activities are completed within established service level agreements and customer commitments.
• Conduct investigations into baggage incidents by reviewing baggage tracking systems, operational records, and supporting documentation to determine appropriate case resolution.
• Process baggage claims in accordance with company policies, tariff requirements, regulatory obligations, and applicable international baggage liability conventions.
• Coordinate with contracted baggage tracing, recovery, delivery, and logistics providers to support the timely resolution of baggage cases and ensure required documentation is complete.
• Monitor operational trends within assigned areas of responsibility, identify recurring issues, and elevate observations and recommendations to support operational improvements.
• Complete quality reviews of assigned baggage cases and documentation to ensure compliance with established procedures, documentation standards, and service requirements.
• Maintain accurate operational records, case documentation, and supporting data within baggage management systems and other operational platforms.
• Respond to escalated baggage inquiries from internal stakeholders and customers, providing timely updates and professional resolution of assigned cases.
• Escalate complex, high-value, regulatory, or unresolved baggage cases to the Manager, Central Baggage Operations & Tracing, providing complete case documentation and recommended next steps.
• Collaborate with Airports Operations, Customer Service, Finance, Ground Handling providers, and other operational stakeholders to support coordinated baggage recovery activities and operational performance.
• Support the implementation of new baggage processes, system enhancements, policy changes, and continuous improvement initiatives within the centralized baggage operation.
• Support operational recovery efforts during irregular operations (IROPs), network disruptions, and other operational events impacting baggage performance.
• Maintain accurate operational records and support the preparation of reports and performance data related to assigned responsibilities.
• Ensure all activities are conducted in accordance with company policies, regulatory requirements, privacy legislation, and established baggage handling procedures.
• Perform other duties and special projects as assigned in support of centralized baggage operations.

What You Bring to the Role:

The preferred candidate should exemplify Flair's core values: honesty, efficiency, accountability, and respect, while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
  • Post-secondary education in Aviation Management, Business Administration, Supply Chain, Customer Service, or a related field is preferred.
  • An equivalent combination of education and relevant experience will be considered.
• Experience:
  • Minimum of 3 years of experience in airline operations, airport operations, baggage services, customer service, or a related operational environment.
  • Experience investigating and resolving baggage tracing, delayed baggage, damaged baggage, claims, or customer case management activities.
  • Experience using baggage management systems, WorldTracer, or similar baggage tracking and case management systems is considered an asset.
  • Experience working with operational data, maintaining accurate documentation, and supporting performance reporting.
  • Experience collaborating with contracted service providers and cross-functional operational teams.
  • Knowledge of baggage handling processes, tariff requirements, Canadian Aviation Regulations (CARs), and applicable international baggage liability conventions is considered an asset.
• Skills & Abilities:
  • Strong analytical and investigative skills, with the ability to assess baggage cases, identify issues, and determine appropriate resolutions.
  • Excellent organizational and time management skills, with the ability to manage multiple priorities while meeting established service standards.
  • Strong verbal, written, and interpersonal communication skills, with the ability to communicate professionally with customers, vendors, and internal stakeholders.
  • Demonstrated attention to detail and accuracy when reviewing documentation, processing claims, and maintaining operational records.
  • Ability to interpret and apply company policies, procedures, tariff requirements, and regulatory obligations in day-to-day decision-making.
  • Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams.
  • Proficiency using baggage management systems, customer case management platforms, and operational reporting tools.
  • Ability to work independently while collaborating effectively within a cross-functional team environment.
  • Demonstrated sound judgment, professionalism, and the ability to handle confidential customer and operational information with discretion.
  • Ability to adapt to changing operational priorities and support operational recovery activities during irregular operations (IROPs).
  • Bilingualism in English and French is preferred.
• Requirements:
  • Clear criminal record check and satisfactory references
  • Ability to obtain and maintain a valid Restricted Area Identity Card (RAIC)
  • Ability to work a variable shift schedule, including days, evenings, weekends, and statutory holidays, as required to support operational needs.
  • Must be legally eligible to work in Canada without restriction.

Why You’ll Love Working Here:

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

From the moment you join us, you’ll have access to a comprehensive benefits package designed to support your well‑being- because when you’re at your best, so are we. This benefits package includes:

• Comprehensive Salary- A salary that reflects your experience and contributions.
• Comprehensive Benefits- Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.
• Retirement Savings- A pension plan with employer-matched contributions.
• Unlimited Travel Perks- Enjoy free and discounted flights for you and your travel companions.

Apply by: Aug 28, 2026

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.

We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.