Passenger Services Agent

Alpadia; Greater London; On-site; GBP 24,000 - 28,000; Full time

Job summary

A subsidiary of British Airways is seeking a Passenger Services Agent at the airport. This role involves providing exceptional customer service, assisting with check-ins, and managing passenger inquiries while adhering to all airport regulations. Candidates must be adaptable to varying shift patterns and available year-round. Attractive salary and benefits including discounted flights and health plans offered upon progression to permanent employment.

Benefits

Discounted flights

Health benefits

Cycle-to-work scheme

Free staff parking

Generous leave allowance

Pension scheme

Qualifications

• Prior ground-handling experience or experience in the airline/travel industry.
• Must obtain and retain a full airside pass, including a satisfactory criminal record check.

Responsibilities

• Deliver outstanding service to customers.
• Assist passengers at check-in and advise on baggage issues.
• Deal with difficult situations tactfully.

Skills

Good communication and influencing skills

Ability to manage workload under stress

Excellent customer service skills

Keyboard proficiency

Knowledge of an additional European language

Job description

Passenger Services Agent

Passenger Services Agent is the first point of contact for passengers at the airport. The role covers all front‑of‑house and above‑wing tasks to ensure a smooth and seamless passenger journey throughout the airport. Shifts vary between early and late start times – earliest start 03:00, latest finish 22:30. Shifts are 8.5 hours (including a 30 min unpaid break) on a rolling 4‑days‑on / 2‑days‑off pattern. Candidates must be available to cover these times 7 days a week, 365 days a year, including bank holidays and religious festivals. The position is a fixed‑term contract until 31 Oct 2026 with the possibility of a permanent offer thereafter. Successful applicants will be invited to the One Resourcing office in Crawley for an Assessment & Interview Session.

Training and Scheduling

All successful candidates must commit to a 4‑week training course, with start dates currently available in February and March 2026.

Key Responsibilities

• Host our customer airline passengers and exercise flexibility to deliver a personalised and outstanding service.
• Assist passengers with check‑in processes, including support for unaccompanied minors, VIP passengers and those requiring wheelchair assistance.
• Provide exceptional customer service in the lounge – welcoming, hosting, resolving issues, exploiting ancillary revenue opportunities and processing payments.
• Assist transfer customers to meet their flight connections, making alternative arrangements as required.
• Help customers in the International Departures Lounge with flight queries and support on‑load/off‑load issues.
• Restore mishandled baggage and lost property to customer airline passengers.
• Record all information via PIR or direct entry into the Bahamas system for lost and found bags, including contents, value and basic claim.
• Reunite passengers with lost/mishandled baggage via dispatch to their home address.
• Arrange disposal of unclaimed articles and storage of confiscated items in line with GGS and customer airline processes and procedures.
• Process and handle excess baggage fees and payments from passengers.
• Handle flight reservation changes and new reservation sales.
• Tactfully and efficiently deal with difficult conversations with off‑loaded, stand‑by and other disrupted passengers; arrange hotel accommodation, re‑routes as required and complete PIR.
• Assist passengers at self‑service check‑in kiosks and at appropriate drop‑off points.
• Inspect and verify passenger documentation such as passports, visas and ESTA.
• Follow procedures for passengers regarding the acceptance of Dangerous Goods in accordance with ICAO and IATA regulations.
• Ensure punctual embarking and disembarking activities for departing and arriving aircraft.
• Follow all GGS SOPs and comply with all UK / EU legislation, Airport Authority and customer airline security requirements.
• Forge professional and effective working relationships with team, other GGS departments, supervisors, airline representatives, crew and customers to maintain and develop GGS's reputation, sharing knowledge and acting cooperatively to continuously improve service.
• Consistently demonstrate a high standard of appearance and time‑keeping to maintain the visual and professional status of GGS.
• Complete any related tasks assigned by Passenger Services Officers and Passenger Services Duty Managers.

Qualifications and Experience

• Good communication and influencing skills, both verbal and written.
• Ability to prioritise in a fast‑paced environment and manage workload to meet tight deadlines.
• Ability to clearly and accurately interpret and communicate relevant information.
• Ability to establish credibility quickly by building effective working relationships.
• Resilient and tenacious; able to pursue goals in the face of obstacles.
• Strong team approach.
• Pragmatic and solution‑focused.
• Prior ground‑handling experience or experience in the airline/travel industry.
• Knowledge of an additional European language is desirable.
• Good working knowledge of airline and airport regulations.
• Excellent customer service and communication skills.
• Keyboard proficiency.
• Flexibility to work varying shift times.
• Must obtain and retain a full airside pass, including a satisfactory criminal record check.

Compensation & Benefits

Salary £12.81 ph (annual £24,979.50) plus £2,405.40 additional annual shift pay. If made permanent after probation, salary increases to £13.86 ph (annual £27,027.54) plus shift pay. Overtime is paid at time and a half during the week and double time at weekends and Bank Holidays.

• Access to discounted flights (hotline fares, standby tickets and concessions with British Airways and other code‑share airlines).
• If made permanent and after completing one full year of service, access to an annual bookable concession flight of higher on‑load and cabin priority.
• Health benefits: free winter flu jab and access to the HSF Health Plan.
• Cycle‑to‑work scheme.
• Free staff parking.
• Discounts on public transport and airport food vendors.
• Generous leave allowance, increasing annually for the first five years of employment.
• Pension scheme.

About Gatwick Ground Services

Gatwick Ground Services (GGS) is a wholly owned British Airways subsidiary providing ground operations at London Gatwick and London City Airports. The company supports British Airways and partner airlines including Air India, Iberia Express, Qatar Airways, Singapore Airlines and Vueling Airlines, delivering comprehensive ground handling solutions.