Qatar Airways is the national flag carrier of the State of Qatar and is headquartered at Hamad International Airport in Doha. Over the years, the airline has developed into a major international carrier, connecting Qatar with cities across the world through an extensive global network.

The airline was originally established in 1993 before being relaunched in 1997. Qatar Airways is fully owned by the Qatari government, making it a state-owned airline. Its main operating hub is Hamad International Airport (DOH), which serves as the central point for many of its international flights and connecting services.

In October 2013, Qatar Airways became a member of the oneworld global airline alliance. Membership provides passengers with access to a wider international network through connections with other participating airlines. The alliance also supports various travel and frequent-flyer benefits for eligible passengers.

Qatar Airways operates a large and modern aircraft fleet consisting of more than 200 aircraft. The airline’s network extends to more than 170 destinations across six continents, providing connections between Qatar and numerous cities in Europe, Asia, Africa, North America, South America, and other regions.

The carrier has also developed a strong reputation for its premium onboard services. One of its most recognized offerings is Qsuite, the airline’s business-class product featuring private spaces and flexible seating arrangements on selected aircraft and routes. The service has become one of the airline’s prominent features for premium travelers.

Food and beverage services are another important part of the Qatar Airways passenger experience. Qatar Aircraft Catering Company (QACC) is responsible for preparing and supplying in-flight meals from its facilities at Hamad International Airport. The catering operation supports the airline’s focus on providing a varied dining experience to passengers traveling across its international network.

Technology has also become an important part of the onboard experience. Qatar Airways has introduced fast and free Starlink Wi-Fi on selected flights, allowing eligible passengers to remain connected during their journey. Availability depends on the aircraft and route.

For frequent travelers, Qatar Airways operates a loyalty program that uses Avios as its reward currency. Members can collect and use Avios through eligible flights and participating travel services, depending on the applicable program terms.

Beyond its core airline operations, Qatar Airways is supported by several group companies and related services. Discover Qatar operates as the airline’s destination management company and provides services designed to help visitors experience Qatar. Its offerings include stopover packages, transit experiences, tours, and local excursions.

Among the experiences available through Discover Qatar are Discover Doha by Air and Fuwairit Kite Beach Resort, giving visitors additional options for exploring destinations and activities within Qatar.

Qatar Aircraft Catering Company is another important part of the wider operation. Based at Hamad International Airport, QACC specializes in preparing and supplying in-flight catering services for Qatar Airways and supports the airline’s extensive international flight schedule.

With its global route network, modern fleet, premium cabin products, loyalty program, and supporting travel services, Qatar Airways has established a broad aviation operation centered around Doha and Hamad International Airport.

Open positions

Customer Experience Agent – Join Our Talent Pool

Description

About the Role

Provide consistent quality of service and exceptional assistance to all customers at the assigned designated area such as (but not limited to) check-in counters, Boarding gates, API tasks and VIP and Amri Operations ,transfer desk offices (disruption unit), Ramp, Lost & Found, Crew terminal, Porterage Services, Trolley Services and Customer Care(PwD) section in line with the agreed service standards and procedures of our customer Airlines and ensure the compliance of laid down safety and security procedures and local authorities are implemented accordingly. 

Operational

• Demonstrate a caring and service-oriented image with a warm, hospitable, and pleasant attitude to ensure proper handling of all passengers, including the special assistance, they need and to meet total customer satisfaction.
• Follow the standard operating procedures (SOP) laid down by the department and customer airlines; consistently apply the established service standards to ensure department’s compliance with International Organisation for Standardisation (ISO) standards and the agreed Service Level Agreement with the customer airline.
• Report for duty on time as per roster with full company uniform and good grooming standards.
• Handle assigned Flight/Area as per duty allocation, follow SOP and work instructions of below:
  • Check-In passengers following QAS Standards and Procedures
  • Floor Walking and Queue management
  • Managing flow at Immigration/Security Screening point.
  • Hand baggage control
  • Lost & Found
  • Boarding passengers
  • Transfer desk
  • Customer Care (PwD)
  • Documentation and administration assignments\
  • Passenger Arrivals and Baggage Services
  • Porterage Services
  • Trolley Services
  • Crew Terminal Services
  • API Check-in and Boarding Tasks and VIP handling
• Coordinate with internal and external departments (QR and other Airlines) to perform terminal operations in line with the guidelines for smooth operational achievement.
• Report any illegal, unsafe, or corrupt activities that you observe, address any problems, complaints, or situations that could potentially lead to passenger dissatisfaction and reported to the immediate supervisor
• Assist line manager in the response to any emergency or a major operational disruption affecting HIA, Qatar Airways Group and other airline, including support of the Qatar Airways Special assistance Program.
• Support the shift senior in handling of special baggage like out-of-gage and super out-of-gage, in accordance with published guidelines of the Customer Airline to ensure safety as per safety compliances.
• Efficiently coordinate with internal departments, such as Customer Care (PwD), Check-in and Boarding, Porterage services and Trolley Services, to ensure the timely completion of business operations.
• Execute designated responsibilities such as the allocation of Baby Stroller Staff, along with the oversight and distribution of additional contractor personnel during shifts across different handling zones, to ensure that daily operational needs are fulfilled.
• Deliver any assigned tasks at handling areas like Arrival and Departure while closely monitoring that all requirements for porterage services are met.
• Support the lead on duty in managing and directing all trolley personnel and contracted staff at designated locations to gather, distribute, and manage passenger trolleys, ensuring that Qatar Airways and other customer airlines receive high-quality service that meets the stipulated service level agreement.
• Organize, move and allocate trolleys to ensure enough trolleys and manpower is available at assigned areas and trolleys are stacked at each nest as per agreed service levels. Ensure trolleys are not found impeding safe and unobstructed movement along corridors and/or passageways.
• Submit daily, weekly or monthly reports such as the Trolley Utilization Report to the Quality Control Coordinator on time
• Perform other department duties related to his / her position as directed by the Head of the Department

Additional Information (limited to Fixed-term Contract only)

• Contract Type: Fixed-term contract – 3 years
• Job Type: Shift-based work. Working hours are 48 hours per week and paid overtime if required
• Allowances: Transportation, Company Housing, Allowances, Uniform, Laundry, and Meal provisions.
• Benefits: Annual leave and Flight benefits

QAS Website Link: https://www.qataraviation.com/page/home

Qualification

About You

• High School Qualification with Minimum 1 year of job-related experience
• Bachelor’s Degree or Equivalent with No prior job-related work experience 
• Check In and boarding experience is required for Check In position.
• Good interpersonal skills.
• Time management.
• Command of English language

Preferred

• Experience/Good working knowledge of Departure Control Systems/Macs/Sabre/Altea.
• Completed advanced courses or equivalent in Passenger Handling and Customer Services such as Introduction to Civil Aviation, Airport Passenger Handling and Check-in systems.
• Good organizing and planning skills.
• Working knowledge of MS Office Applications
• Arabic – Written/Spoken.
• Other language added advantage. 

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