Baggage Claims Specialist & Settlements

Qatar Airways; Doha; On-site; QAR 89,000 - 134,000; Full time

Job summary

Qatar Airways is seeking a Claim Settlement Coordinator for GS Hub Baggage Services to be based in Doha, Qatar. You will administer, review and settle baggage claims in line with company guidelines and international conventions, providing timely support to stations and customers.

Your role involves supervising baggage operations, preparing daily/weekly/monthly reports, and ensuring compliance with policies while handling cases from investigation through settlement, including interline and loss

Qualifications

• Bachelor Degree or equivalent with minimum 2 years of job-related experience.
• OR High School / Diploma or equivalent qualification with minimum 3 years of job-related experience.
• Knowledge of HAQIBA / World Tracer system or any other airline baggage tracking system is essential.
• Knowledge of International conventions is essential.
• Knowledge of Microsoft Office tools such as MS Outlook, MS Excel, Word and PPT.
• Must have excellent written and verbal communication skills.
• Ability to work under pressure.
• Ability to work in a team.
• Ability to work in rotations including night shifts.

Responsibilities

• Administer, review, evaluate and settle baggage claims in accordance to the company guidelines and international convention.
• Communicate Company policies on claim settlement to external and internal customers.
• Monitor all claim settlements based on mandatory requirements i.e. documents from customer, proof of purchases, investigations, ensuring all cases are evaluated as per policies.
• Coordinate with Prorate Officers with required information after claim settlement of interline baggage claims.
• Work with time, resources and information constraints to settle claims in a timely manner.
• Handle all cases pertaining to MHB-delayed bagged compensation, declared lost, damage and pilferage cases throughout Network ensuring timely closure.
• Prepare statistics for claims settlement and rejections for Management’s visibility.
• Prepare daily/weekly and monthly reports with regards to claims.
• Maintain day-to-day log on important tasks to be performed on shift records.
• Ensure passengers are assisted in a professional and timely manner, by providing timely assistance authorising the settlement amounts within KPI.
• Support website forums in assisting in claims closure for missing baggage, delayed baggage, lost baggage and damage cases.
• Provide support to outstation in evaluating all claims settlement and guiding stations on cases within USD 400 (ASM authority) contributing on settling the claims, guiding on investigations to be done on every case, evaluating the claims above USA 400 (CBCO authority) and authorizing the settlement.
• Assist Network stations on payment failure issues by guiding them to contact the Finance team and HAQIAB IT.
• Perform other department duties as directed by the Head of the Department.

Skills

Communication skills

Teamwork

Pressure management

Night shifts

Education

Bachelor Degree or equivalent with minimum 2 years of job-related experience

High School / Diploma or equivalent with minimum 3 years of job-related experience

Tools

World Tracer / HAQIBA

MS Office Suite

Job description

Qatar Airways is seeking a Claim Settlement Coordinator for GS Hub Baggage Services to be based in Doha, Qatar. You will administer, review and settle baggage claims in line with company guidelines and international conventions, providing timely support to stations and customers.

Your role involves supervising baggage operations, preparing daily/weekly/monthly reports, and ensuring compliance with policies while handling cases from investigation through settlement, including interline and loss