JOB DESCRIPTION

Position
Passenger Services Executive
Department
Passenger Services
Reports to
Team Leader -Passenger Services

1. GENERAL DEFINITION

Ensures that passenger services are in accordance with the procedures laid down by
respective airlines and regulating bodies at the airport, in concurrence to Çelebi Delhi Ground
Handling standards and procedures, resolves the problems related to passengers that
enhances customer satisfaction in terms of quality, efficiency and effectiveness.

2. RESPONSIBILITIES
• Ensures that services are extended to passengers in accordance with the procedures laid
down by respective airlines and regulating bodies at the airport, i.e. DIAL, customs,
immigration, CISF in concurrence to Çelebi Delhi Ground Handling standards and
procedures.
• Ensures that he/she is updated with latest policies, procedures and regulations.
• Resolves the problems related to passengers that enhance customer satisfaction in terms
of quality, efficiency and effectiveness, notifies his/her Team Leader on problems which
he/she can not resolve, provides suggestions to expedite the process.
• Works as per daily schedule prepared by Team Leader - Passenger Services.
• Coordinates with Airport Operation Coordination Center and disseminates information to all
departments for the airlines to which Çelebi Delhi GH provides services.
• Meets aircrafts on arrival, welcomes passengers and guides them to relevant locations,
ensures baggage is offloaded on the correct conveyor belt and assists transit passengers.
• Makes announcements when required, collects IGM number and coordinates with all
functional bodies in arrival, i.e DIAL, customs, immigration, CISF, etc and ensures all
functions are completed efficiently in arrivals.
• Performs baggage, ticket, passport & visa procedures in an appropriate and correct
manner starting from the entrance of the passengers till they board the aircraft, in
accordance with procedures laid down by respective airlines and regulating bodies at the
airport.
• Prepares the pre-flight and post-flight documents of respective airlines and finalizes all
preparations at the check-in counter within the stipulated time frame.
• Ensures all passengers are assisted and guided through customs, immigration, SHA till
they board the aircraft.
• Move the Wheelchairs carrying Passengers to the desired locations as and when required.
• Ensures that passenger leaves counter and gate with satisfaction and in case of any
complaints or discrepancy, he/she notifies Team Leader - Passenger Services.

15(A4)1C-1CLCF-072Rev0
 JOB DESCRIPTION

Position
Passenger Services Executive
Department
Passenger Services
Reports to
Team Leader -Passenger Services

• Notifies the Operations Executive regarding the total count of checked-in passengers after
counters are closed.
• After the departure of the flight, sends necessary messages, checks all information and
documents, ensures proper filing of documents.
• Monitors messages during the day and shares the same in briefings.
• Issues tickets for airlines if same is required with reference to SLA.
• Assists passenger services at all peak business times for check in and boarding as per
instructions of Duty Officer/Passenger Services.
• Follows up the pending PIR cases regularly, updates latest procedures of the airlines and
files all documents properly.
• Notifies Team Leader - Passenger Services on difficulties that he/she encounters within
the operations which are beyond his/her authority and provides suggestions for solutions.
• Ensures that devices that are used in passenger service department are functioning well
and maintains them properly, notifies Team Leader - Passenger Services to eliminate
deficiencies.
• Ensures the security and safety of the company property (equipment, stationary items,
etc), checks the stock and notifies Team Leader - Passenger Services on further
requirements.
• Measures and evaluates his/her individual performance and development, attends planned
trainings and projects for self improvement.
• Ensures the confidentiality of all information regarding the company and the work he/she
performs, ensures the security of valuable documents.
• Attends additional duty as per the company requirements.
• Ensures to maintain Çelebi standards and procedures in the grooming and uniform
regulations.
• Ensures that Çelebi’s corporate image and service standards are never jeopardized under
any circumstances.
• Works within the frame work of Çelebi values, principles and procedures.
• Follows all regulations of DGCA, DIAL, CISF, Customs and Immigrations.
• Handles Passengers with utmost care, Courtesy and respect at any circumstances.

Environment, Health, Safety and Security

• Identify hazard and report to his/her superior.
• Report immediately to concerned authority in case any Security lapse is identified.

15(A4)1C-1CLCF-072Rev0
 JOB DESCRIPTION

Position
Passenger Services Executive
Department
Passenger Services
Reports to
Team Leader -Passenger Services

• Inform to Superior immediately in case local or international regulations are breached.

• Never take part in any activities with Tarnishes Company’s image.
• Never handle any Dangerous Goods or Substance if you are not authorized to do so.
• Identify and report Security threats and inform to authorities.
• Never compromise on Safety and Security.
• Wear PPE as per regulation and allocation of Duties.
• Save natural resources like Water, Oil etc.
• Ensures proper documentation of work being performed.
• Report if notice any suspicious activities in the airport.
• Displays Airport Entry passes while on duty and ensures no misuse.

Position Description Approved by: CEO

Position Title: Passenger Services Executive

Signed by Sr. Manager HR: ____________________Name: _________ .

Signed by Position holder: ___________________Name: ___________ .

Date:

15(A4)1C-1CLCF-072Rev0