Baggage Services Officer

About the role

We are recruiting a Baggage Services Officer to be the calm, capable link between passengers and our baggage operation at Riyadh International Airport. You will handle delayed, damaged and mishandled baggage claims from first report through to final resolution, coordinating with ground handlers, airlines, couriers and central baggage tracing teams. This role requires patience, clear communication and a strong sense of ownership because every bag is personal to the passenger behind it.

Key responsibilities

• Receive, document and investigate delayed, damaged, lost and pilfered baggage reports.
• Trace missing baggage through WorldTracer and other airline and ground-handler systems.
• Coordinate with ramp, warehouse, courier and delivery partners to reunite passengers with their bags.
• Assess and process damage claims, compensation and customer recovery in line with policy.
• Keep passengers informed proactively by phone, email, SMS and in-person updates.
• Analyse baggage mishandling trends and recommend operational improvements.
• Prepare daily reports, maintain claim files and ensure compliance with regulatory requirements.

Requirements

• High school diploma or equivalent; diploma in aviation, travel or customer service preferred.
• 1-3 years of experience in baggage services, airline customer service or travel operations.
• Proficiency in WorldTracer or similar baggage tracing systems is a strong advantage.
• Fluent Arabic and English with excellent written and verbal communication skills.
• Strong problem-solving, empathy and resilience when dealing with distressed passengers.
• Ability to work shifts and maintain accurate records under pressure.

Benefits

• Competitive tax-free salary plus performance-based bonus.
• Comprehensive medical insurance and annual leave.
• Annual flight tickets and staff travel privileges.
• Airport transport and meal allowances.
• Training in baggage systems, claims management and passenger recovery techniques.