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Check-In / Passenger Service Agent (British Airways) – Assessment Day

Location:  |  Posted: 28 February, 2024

Check-In / Passenger Service Agent (British Airways) – Assessment Day

As we approach Spring/ Summer 2024, One Resourcing Ltd is currently recruiting on behalf of our client GGS (Gatwick Ground Services).

We are currently running ‘Assessment Days’ for candidates who are passionate about delivering exceptional customer service to all passengers at London Gatwick Airport. GGS Ground Services are a wholly-owned owned subsidiary of British Airways, alongside the flag carrier, you will also be representing the below airlines:

  • British Airways
  • BA Euroflyer
  • Vueling
  • Air India
  • Iberia Express
  • Aer Lingus
  • Qatar Airways


Our Training Courses (3-weeks)

  • 6th May 2024
  • 20th May 2024
  • 3rd June 2024
  • 17th June 2024


What Do We Offer?

  • Contract: Full Time Permanent Contract (37.5 hours per week)
  • Pay Rate: £11.77-£12.98 per hour  (higher pay after completion of a successful probationary period)
  • Overtime: Monday-Friday = x1.5 & Saturdays-Sundays = x2
  • Roster: 4on, 2off / Earliest Start = 04:00am – Latest Finish = 12:00am
  • Benefits: Discounted Staff Travel (Standby & Hotline Tickets), Discounted Bus Faires & Train Tickets, Staff Car Parking, Airport Discounts (Retail & Hospitality)
  • Uniform:  British Airways Uniform /Ozwald Boateng



  • 5 years’ worth of satisfactory references to obtain an airside pass. *Essential*
  • Experience working in a front-of-house environment
  • Experience working within a premium brand
  • The ability to work accurately under pressure *Essential*
  • Able to demonstrate excellent communication skills *Essential*
  • A satisfactory criminal record check *Essential*
  • Able to access LGW for as early as 04:00am *Essential*
  • Previous aviation experience


Role Purpose:

The role of the Passenger Service agents is multi-skilled to allow flexibility in the operation. The role covers all front of house, customer service above the wing tasks to ensure a smooth and seamless passenger journey through London Gatwick Airport.

Candidates who do not currently possess all the necessary skills for this role will be given relevant and appropriate training to ensure that they are multi-skilled as soon as possible.

Passenger Service Agents must be passionate about delivering excellent customer service.


Principal Accountabilities

  • To host our customer airline passengers and to exercise flexibility to deliver a personalised and outstanding service
  • Assist passengers as needed with check-in processes including support for passengers with special requirements such as unaccompanied minors, VIP passengers and passengers needing wheelchair assistance
  • To assist transfer customers to meet their flight connections, making alternative arrangements as required
  • To assist customers in the International Departures Lounge with any flight queries they may have, including support for any on-load or off-load issues
  • To restore all mishandled baggage and lost property to customer airline passengers. Record all information via PIR or direct entry into the Bahamas system for lost and found bags including their contents with their value and basic claim. Reunite passengers with lost/mishandled baggage via dispatch to their home address
  • Processing and handling of excess baggage fees and payments from our customer airline passengers
  • Handling of flight reservation changes and new reservation sales for our customer airline passengers
  • Deal with difficult conversations tactfully and efficiently with offloaded, stand-by and other disrupted passengers; helping to arrange hotel accommodation, re-routes as required and PIR completion
  • Assist passengers at self-service check-in kiosks and to drop luggage at appropriate drop off point
  • Inspect and verify passenger documentation such as passports, visas and ESTA
  • To follow procedures for passengers with regard to the acceptance of Dangerous Goods in accordance with the regulations laid down by the ICAO and IATA
  • Accountable for ensuring punctual embarking and disembarking activities for departing and arriving aircraft
  • To follow all GGS’ SOPs and comply with all UK / EU legislation as well as Airport Authority and our customer airline security requirements
  • To forge professional and effective working relationships with own team, other GGS departments, supervisors, airline representatives, crew and their customers, in order to maintain and develop GGS’s reputation. To willingly share knowledge and own experience with colleagues and act in a cooperative manner to ensure customer service is continuously improved.
  • To consistently demonstrate a high standard of appearance and timekeeping, in order to maintain the visual and professional status of GGS.

If this role is of interest to you, please send your updated CV to OR thank you!

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