Passenger Services Agent

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

Job summary

A leading airport services company at Gatwick is seeking a Passenger Services Agent to ensure a smooth passenger experience from check-in to arrival. The role involves greeting passengers, offering assistance with check-in and baggage issues, and delivering exceptional customer service. Candidates should possess strong communication skills, resilience, and ideally some experience in ground handling within the airline industry. Competitive salary plus shift pay and opportunities for career growth are included in this fixed-term contract position.

Benefits

Competitive salary

Shift pay

Overtime pay

Qualifications

• Ideally demonstrate previous ground handling experience or airline/travel industry experience.
• Knowledge of an additional European language would be desirable.
• Must be flexible and able to retain a full airside pass.

Responsibilities

• Greet passengers and ensure a smooth journey.
• Assist with check-in processes and support special requirements.
• Deliver exceptional customer service in the Lounge.
• Manage difficult conversations with disrupted passengers.

Skills

Good communication skills

Ability to prioritize

Strong team approach

Resilience and tenacity

Job description

Overview

Gatwick Ground Services (GGS) provide airport ground operations at London Gatwick and London City Airports. As a wholly owned British Airways subsidiary we deliver impeccable customer service and comprehensive training. We are proud to provide 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 support 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 October 2026 with the possibility of an offer of a permanent contract at the end of this period.

Please note, successful applicants will be invited to the One Resourcing office in Crawley for an Assessment & Interview Session as the next stage in the application process.

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 GGS’s reputation. To willingly share knowledge and own experience with colleagues and act in a cooperative manner to ensure customer service is continuously improved.
• To consistently demonstrate a high standard of appearance and time keeping, to maintain the visual and professional status of GGS.
• To complete any related tasks allocated by the Passenger Services Officers and Passenger Services Duty Managers.

What You’ll Bring To Gatwick Ground Services

• Good communication and influencing skills, both verbal and written
• Ability to prioritise in a fast-paced environment and manage workload to deliver to tight deadlines
• Ability to clearly and accurately interpret and communicate relevant and 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

Your Experience

• Ideally you will be able to demonstrate previous ground handling experience or alternatively previous experience with the airline/travel industry.
• Knowledge of an additional European language would be desirable.
• A good working knowledge of Airlines and Airport Regulations.
• Excellent customer service and communication skills.
• Keyboard skills.
• Must be flexible.
• Must be able to obtain and retain a full airside pass including a satisfactory criminal record check

What We Offer

• Salary £24,979.50 (£12.81ph) plus £2,405.40 additional annual shift pay. If you pass probation and are made permanent in the role your salary will increase to £27,027.54 (£13.86ph) plus shift pay.
• Overtime paid at time and a half during the week, and double time at weekends and Bank Holidays.
• We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

We’re committed to equal opportunity and inclusion. At Gatwick Ground Services you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress. We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At Gatwick Ground Services we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work. Inclusion and diversity are a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey as we continue to assist with connecting Britain with the world and the world with Britain.