About Company
Swissport is the world’s leading provider of ground and cargo handling services in the aviation industry. Operating at 287 airports in 45 countries across six continents, we handle over 282 million passengers and 4.8 million tons of cargo each year. Our dedicated team of more than 58,000 professionals ensures safe, efficient, and seamless operations for over 850 client companies worldwide. At Bristol Airport, Swissport plays a critical role in delivering exceptional service to various airlines and their passengers, upholding our reputation for excellence. We are committed to fostering a diverse and inclusive environment where every employee is valued, supported, and has the opportunity to grow both personally and professionally. Joining Swissport means becoming part of a global family that connects people and cultures, creating memorable travel experiences every day.
Job Description
Are you passionate about aviation and thrive in a dynamic, customer-focused environment? Swissport, a global leader in airport ground services, is seeking enthusiastic and dedicated individuals to join our vibrant team as an Airline Check-in Agent – Passenger Support. While the official address is listed in Sea Mills, Bristol, this role primarily involves on-site operations at Bristol Airport, where you will be an integral part of our front-line passenger services.
This is a crucial role where you will be the welcoming face of the airline, providing essential assistance to passengers from the moment they arrive at the terminal until their seamless departure. Your primary responsibilities will include efficient check-in procedures, issuing boarding passes, verifying critical travel documents, and handling baggage with precision, all while adhering strictly to international airline and security regulations.
Beyond these technical tasks, a significant and highly rewarding part of your role involves providing exceptional passenger support. This means proactively assisting passengers with special needs, gracefully managing and resolving travel disruptions, rebooking flights, and offering clear, concise information with a friendly, reassuring demeanor. You will be a key point of contact for inquiries, providing solutions and ensuring a stress-free experience for every traveler.
We are looking for individuals who possess outstanding communication skills, demonstrate a calm and professional approach under pressure, and have a genuine desire to help others. The airport environment is fast-paced, ever-changing, and requires significant flexibility, strong problem-solving abilities, and a keen eye for detail. This is an excellent opportunity for anyone looking to start or advance their career in the exciting aviation industry, offering comprehensive training and clear pathways for professional development within a globally recognized company that values its people and their contributions.
Key Responsibilities
- Warmly greet passengers, provide directions, and assist with check-in procedures using both manual and automated systems.
- Accurately verify passenger identity, essential travel documents (e.g., passports, visas, tickets), and ensure compliance with immigration and customs requirements.
- Efficiently issue boarding passes, assign seats according to passenger preferences or airline policy, and handle baggage acceptance and tagging, ensuring all weight, size, and security restrictions are met.
- Provide precise and timely flight information, including gate assignments, boarding times, and any potential delays.
- Offer dedicated assistance to passengers with special requests, including those with reduced mobility, unaccompanied minors, groups, and special baggage requirements.
- Skillfully resolve passenger inquiries, complaints, and complex issues with empathy and professionalism, including rebooking flights, providing disruption support, and managing irregular operations.
- Process payments accurately for excess baggage, upgrades, or other ancillary services where applicable.
- Adhere strictly to all safety, security, airline-specific policies, and company procedures at all times.
- Collaborate effectively and maintain strong communication with airline representatives, security personnel, ground operations, and other airport staff to ensure smooth and coordinated operations.
- Maintain a clean, organized, and welcoming check-in area and workstation.
Required Skills
- Excellent customer service and interpersonal skills, with a patient, empathetic, and professional approach.
- Strong verbal and written communication skills in English, enabling clear and concise information delivery.
- Ability to work effectively and remain calm in a fast-paced, high-pressure, and often unpredictable airport environment.
- Exceptional attention to detail and accuracy in handling sensitive information and critical tasks.
- Proficiency in basic computer systems and the ability to quickly learn and adapt to new airline-specific software and operating systems.
- Demonstrated problem-solving abilities and sound decision-making skills to address passenger needs effectively.
- Flexibility and availability to work various shifts, including early mornings, late evenings, weekends, and public holidays, as dictated by airport operational hours.
Preferred Qualifications
- Previous experience in a customer service role within the aviation, hospitality, or travel industry.
- Knowledge of a second language (e.g., French, German, Spanish, Polish) is highly advantageous.
- Familiarity with airline Global Distribution Systems (GDS) or other airport check-in systems.
- Experience handling cash and card transactions, with an understanding of basic accounting principles.
- A valid UK driving license.
Perks & Benefits
- Competitive salary and opportunities for overtime to boost your earnings.
- Comprehensive paid training, covering all essential airline systems, security protocols, and customer service excellence.
- Clear career development and advancement opportunities within a large, global organization.
- Full uniform provided to ensure you look professional and represent Swissport with pride.
- Generous holiday allowance to support work-life balance.
- Access to employee assistance programs, offering support for well-being and personal development.
- Free on-site parking at Bristol Airport (subject to availability and company terms).
- Potential for discounted travel benefits and flight perks (subject to airline agreements and eligibility).
How to Apply
If you are ready to embark on an exciting and rewarding career in aviation, possessing the drive and qualifications listed, we strongly encourage you to apply today! Please click on the application link below to visit the official Swissport careers portal. Once there, search for opportunities in ‘Bristol’ or ‘Passenger Services Agent’ to find and submit your detailed application. We look forward to reviewing your profile and potentially welcoming you to the Swissport team.