Claim Settlement Coordinator - GS Hub Baggage Services

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

About the role:We are recruiting for

General Information
Ref # 236376
Location: Qatar-Doha
Job family: Cargo & Airport Operations
Closing Date: 2026-09-08
Description
About the role:We are recruiting for Claim Settlement Coordinator for GS Hub Baggage Services to be based in located in Doha, Qatar.
The successful candidate will provide an effective administrative support and control all functions of claims section while maintaining a high standard of service delivery. You will supervise baggage section for the network, maintain and handle all claims files in a timely manner and in accordance to the company policy and guidelines. You will prepare guidelines of stations, and provide statistical analysis based on the station performance.
Major Operational Responsibilities Include

• 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 requirement i.e. documents from customer, proof of purchases, investigations, ensuring that all cases are being evaluated as per the policies.
• Coordinate with Prorate Officers with required information after claim settlement of interline baggage claims.
• Work with time, resources and information constraints in order 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 report 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 authorizing the settlement amounts within the set KPI for claims closure.
• Support website forums in assisting in claims closure- pertaining to missing baggage, delayed baggage compensation, 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 concern Finance team and HAQIAB IT.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Additional Accountabilities

• Perform day-to-day processes by ensuring service standards are maintained.
• Maintain confidentiality, tact and discretion when dealing with internal and external customer.
• Remain informed of the current policies and update outstation of any changes.
• Ensure compliance and best practice methodology is applied.
• Monitor station performance by reviewing every file created based on set standard and quality and ensure the process is being followed.
• Monitor KPI’s for the network for Quality check on the system.
• Maintain records of mishandling per station base, claim settlements and rejections.
• Ensure e-mail requires are assisted in a timely manner.
• Prepare various statistical reports for the Management.
• Plan and devise work schedule according to the workload.

Be Part Of An Extraordinary Story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite 1opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge.
Join us as we dare to achieve what’s never been done before.
Qualification
About YouThe successful candidate must have the following 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 tool 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.

About Qatar Airways GroupOur story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before. So, whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination.
Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.