Passenger Services Agent - Fixed Term

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Embark on an exciting career in airport ground operations with Gatwick Ground Services (GGS), a wholly-owned subsidiary of British Airways. GGS is renowned for delivering exceptional customer service and comprehensive training across London Gatwick and London City Airports, supporting a diverse range of airline partners including British Airways, Air India, Iberia Express, Qatar Airways, Singapore Airlines, and Vueling Airlines.

This is a fantastic opportunity to join a dynamic and growing team within a critical global travel hub. You'll be at the forefront of passenger experience, contributing to seamless journeys for travelers from all walks of life. Whether you're a natural welcoming presence, possess a keen eye for detail, or thrive in a fast-paced environment, GGS offers a role where you can truly make your mark.

The Role: Passenger Services Agent

As a Passenger Services Agent, you will be the first point of contact for passengers, ensuring a smooth and memorable airport experience from check-in through to departure. This role is pivotal in providing comprehensive front-of-house and "above wing" services.

Key Responsibilities Include:

• Delivering personalized and outstanding service to a diverse range of airline passengers.
• Assisting passengers with check-in processes, including special requirements for unaccompanied minors, VIPs, and those requiring wheelchair assistance.
• Providing exceptional customer service in the Lounge, managing queries, resolving issues, and handling payments.
• Facilitating seamless connections for transfer passengers and assisting with any flight-related queries or issues in the International Departures Lounge.
• Managing mishandled baggage and lost property, ensuring efficient resolution and reunification with passengers.
• Processing excess baggage fees and handling flight reservation changes and new bookings.
• Tactfully managing difficult conversations with disrupted passengers, assisting with accommodation and re-routing.
• Verifying passenger documentation (passports, visas, ESTA) and handling of Dangerous Goods in accordance with ICAO and IATA regulations.
• Ensuring punctual embarkation and disembarking activities.
• Collaborating effectively with team members, supervisors, airline representatives, and crew to uphold GGS's reputation.

Advantages for Candidates:

• Career Development: GGS is committed to your growth, encouraging exploration of opportunities across the business and supporting continuous professional development.
• Travel Benefits: Enjoy access to discounted flights (hotline fares, standby tickets) and concessions with British Airways and other code-share airlines. Permanent employees after one year of service gain access to higher onload and cabin priority concession flights.
• Financial Rewards: A competitive salary of £24,979.50 (£12.81ph) with additional annual shift pay of £2,405.40. Upon becoming permanent, the salary increases to £27,027.54 (£13.86ph) plus shift pay. Overtime is paid at premium rates (time and a half during the week, double time on weekends and Bank Holidays).
• Comprehensive Benefits: Beyond salary, GGS offers health benefits including free winter flu jabs and access to the HSF Health Plan, a cycle-to-work scheme, free staff parking, discounts on public transport and airport vendors, a generous leave allowance that increases annually, and a pension scheme.
• Inclusive Environment: GGS fosters a culture of inclusion and diversity, valuing the unique contributions of every employee and encouraging everyone to be their authentic selves.
• Global Exposure: Work in a vital international travel hub, interacting with a diverse range of people and contributing to global connectivity.

Key Considerations for Candidates:

• Shift Work: This role requires flexibility with shifts varying between early mornings (starting as early as 03:00) and late evenings (finishing as late as 22:30). Shifts are 8.5 hours (including a 30-minute unpaid break) on a 4 days on, 2 days off rolling pattern, operating 7 days a week, 365 days a year, including Bank Holidays and festivals.
• Contract: The current offering is a fixed-term contract until 31st October 2026, with the possibility of a permanent contract thereafter.
• Training Commitment: Successful candidates must commit to a mandatory 4-week training course, with current start dates in February and March 2026.
• Location & Onboarding: Assessment and interviews are conducted at the One Resourcing office in Crawley. Successful applicants must be able to obtain and retain a full airside pass, which involves background checks managed by One Resourcing Ltd.
• Experience: While previous ground handling or airline/travel industry experience is ideal, strong customer service and communication skills, flexibility, and a pragmatic, solution-focused approach are highly valued. Keyboard skills are also essential.
• Language Skills: Knowledge of an additional European language would be a desirable asset.

Gatwick Ground Services offers a challenging and rewarding environment where your contributions are valued. If you are seeking a career that combines customer service excellence with the excitement of the aviation industry, this Passenger Services Agent role presents a compelling opportunity for professional growth and development.