Passenger Service Agent

About the role

Join our front-line passenger experience team at Riyadh International Airport. As a Passenger Service Agent you are the first and last point of contact for thousands of travellers every day. You will represent our airline and airport partners by delivering efficient, warm and accurate service across check-in, boarding, arrivals, ticketing and disrupted-flight support. This role is ideal for someone who thrives in a fast-paced, multicultural environment, takes pride in solving problems on the spot and can remain composed when operations become challenging.

Key responsibilities

• Welcome, direct and assist passengers throughout the airport journey in Arabic and English.
• Process check-in, seat allocation, boarding passes and baggage tagging accurately within tight timeframes.
• Resolve ticketing issues, rebookings, upgrades and refund requests in line with airline policy.
• Handle flight delays, cancellations and denied-boarding situations with empathy and clear communication.
• Coordinate with ramp, baggage, security and lounge teams to ensure on-time departures.
• Support passengers with reduced mobility, unaccompanied minors and special-service requests.
• Maintain compliance with IATA standards, safety regulations and data-protection requirements.

Requirements

• High school diploma or equivalent; diploma in aviation, hospitality or tourism preferred.
• Fluent spoken and written Arabic and English; additional languages are an advantage.
• 1-2 years of customer-facing experience in aviation, hospitality, retail or travel.
• Excellent communication, conflict-resolution and multitasking skills.
• Comfortable standing for extended periods and working in rotating shifts including nights and weekends.
• Professional grooming standards and a valid Saudi work permit or Iqama.

Benefits

• Competitive tax-free salary plus monthly performance bonus.
• Comprehensive medical insurance for employee and eligible dependents.
• Annual leave, annual flight tickets and staff travel privileges.
• Airport transport allowance and subsidised meals.
• Structured training, certification and career progression into senior agent or supervisor roles.