Air Arabia is one of the leading low-cost airlines in the Middle East and North Africa, offering affordable air travel to passengers across a wide range of international destinations. Established with a focus on making flying accessible to more people, the airline has developed an extensive route network connecting major cities across the Middle East, North Africa, the Indian subcontinent, Central Asia, and Europe. Its main operating hub is Sharjah International Airport in the United Arab Emirates, which serves as a key gateway for regional and international travel.
In addition to its primary base in Sharjah, Air Arabia operates through several other hubs and operating bases. These include Ras Al Khaimah and Abu Dhabi in the UAE, Alexandria in Egypt, and Casablanca in Morocco. This network allows the airline to serve passengers across different markets while providing convenient connections for business travellers, tourists, and people visiting friends and family.
The airline follows a low-cost business model designed to keep basic ticket prices competitive. Passengers can select additional services according to their travel requirements, creating greater flexibility when planning a journey. Services such as checked baggage, meals, and beverages may be available at an additional charge, depending on the fare and booking conditions. This approach allows travellers to choose the options that best suit their budget and preferences.
Air Arabia’s extensive route network makes it a practical choice for passengers travelling between the Gulf region and destinations across Asia, Africa, and Europe. Its services cater to different travel needs, including holidays, work-related trips, family visits, and international connections. With an emphasis on value and operational efficiency, the airline continues to serve a broad customer base across its markets.
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Check-In Services
To make the departure process more convenient, Air Arabia offers several check-in options. Passengers can choose the method that best suits their travel plans, subject to route availability and the airline’s current policies.
Online Check-In
Online check-in allows travellers to complete essential departure formalities through the official Air Arabia website or mobile application. It can help reduce waiting time at the airport and make the overall travel experience more convenient. Check-in availability depends on the flight and route, so passengers should confirm the applicable opening and closing times before departure.
City Check-In
City check-in facilities are available at selected locations, allowing passengers to complete certain airport formalities before reaching the terminal. Locations have included Sharjah, Dubai, Abu Dhabi, Ajman, and Ras Al Khaimah. Availability, operating hours, baggage acceptance, and applicable fees may vary by facility. Travellers are advised to check the latest information before using this service.
Airport Check-In
Passengers can also check in directly at the airport. Under the stated schedule, counters open approximately three hours before departure. Economy-class check-in generally closes one hour before departure, while the stated closing time for business class is 45 minutes before departure. These timings may differ according to the airport, route, or current airline requirements, making it important to verify the instructions provided for the specific flight.
With its affordable fares, broad destination network, and multiple check-in options, Air Arabia offers travellers a flexible way to plan their journeys. Checking baggage allowances, fare conditions, travel documents, and departure requirements in advance can help ensure a smoother experience from booking through boarding.
Passenger Services Agent ABY
Description
Area of Responsibility
Areas of Responsibility Landside and Airside• Meet and Assist • Visa Services• Call Centre• Floor Walking• Check-in/Boarding• Lost and Found• Visa Check• Transfer desk • Ticketing• Boarding gates
Purpose of the Job
The purpose of this job is to provide a consistent quality service to all SAS customers at any designated area, consistent with Sharjah Aviation Services superior service delivery standards and undertake duties assigned by the Team Leader incorporating all of SAS services in order to maintain the day to day operation of the department and to perform those duties with the highest level of customer service while exceeding the required service levels of all SAS customer airlines.
Key Responsibilities
General
• Display excellent customer service skills team work and understanding to achieve customer satisfaction. Strive with the common goal to avoid complaints and achieve recognition. Always adhere to the set service expectations and procedures to ensure passengers are handled in a safe friendly efficient and professional manner.
• The timely and efficient service provided should at all times be carried out with use of agreed Standard Operating Procedures and in a safe and secure working environment in accordance with Local Airport Authorities and customer airlines regulations
• Effectively communicate and maintaining a good working relationship with colleagues as well as outstations Customer Airlines and various Government Departments Security Customs and Police.
• Representing the Company in a professional manner
• To maintain housekeeping rules and adhere to the companys uniform and grooming standards all times.
• To carry out effective shift handovers
• To ensure that Health and Safety requirements are adhered to and report those that are not
• To immediately report to the Baggage ControllerManager any injuries accidents incident
Lost and Found
• Perform tasks assigned by the Lost and Found Team Leader.
• Create World TracerBSS Air Arabia reports for mishandled baggage or property irregularity.
• Update systems regularly and respond to passenger queries appropriately.
• Carry out any follow up worksecondary tracing on above files.
• Regularly monitor and clear the action files and maintain regular contact with disrupted passengers.
• Ensure the delivery of claimed baggage is done against correct documentation in line with airline contracts.
• Answer and act swiftly to any telephone calls and other queries.
• Ensure correct proceduresdocumentation is carried out for the transportation of unaccompanied hold baggage Rush Bags.
• Communicate promptly with dispatch the number of rush baggage planned per flight.
• Register and store lost and found propertyunclaimed baggage in accordance with the company policy.
• Hand over to Customs and Airline officials all relevant found property.
• Maintain daily communication with BMA Team Leader re prompt delivery of rush baggage to aircraft.
• Assist in guiding passengers within the arrival concourse and with any query
• Allocate inbound flight to the corresponding baggage belt and update the FIDS system according to the belt allocation.
• Record accurate baggage delivery timings
• Maintain effective communication with outstations
• Recording reporting tracking and monitoring of all baggage held in LZ store
Key Responsibilities Continued
Central Baggage Tracing
• Ensure that all mishandled baggage cases for Air Arabia Airlines are daily checked in the BSS Air Arabia Baggage Service System.
• Expertise in World Tracer WEB system for the tracing and effectively improve the tracing recovery
• Checks tracing messages in World Tracer systems on a regular basis and ensure that necessary feedback and reply are sent accordingly.
• Coordinates with Air Arabia outstations GHA thru email messages involving mishandled baggage issues.
• Receiving LZ baggage which is sent by G9 outstations and ensuring that an OHD file reference is created for each baggage.
• Scrutinizing unclaimed baggage including LZ bags by opening each bag and identifying possible whereabouts of passengers as well as contact numbers.
• Uses own initiative to establish communication with passengers if any contact information is found inside a bag.
• Updates the BSS Air Arabia Baggage Service System about any baggage forwarding with necessary details of the baggage and forwarding flight as well.
• Notifies Air Arabia outstations regarding BSS updates and confirms if forwarded baggage have been received at their end.
• Coordinates with the Air Arabia claims department in carrying out the final baggage tracing process for missing baggage cases in line for final settlement.
• Keeping the baggage storage area organized and clean at all times. It includes the LZ baggage storage and the Lost and Found storage areas.
• Gather the details and statistics regarding mishandled baggage cases that are traced and are still pending for the use of generating a weekly mishandled baggage report.
• Generating a mishandled baggage report and submitting to the Baggage Operations Manager on a weekly and monthly basis
• Prepares unclaimed baggage for the baggage disposal procedure
• Secures the documents required for the baggage disposal procedure and ensure that it is duly signed and approved by the Customs Authority Airport Pass Section and Airport Police.
• Proactively trace mishandled baggage aiming to minimize mishandled baggage for all stations of Air Arabia operating through Sharjah station.
• Ensures that all details mentioned in mishandled baggage reports created are credible and reliable.
Note The role defined here is not exhaustive and duties and responsibilities in line with the job function may be added
Key Responsibilities Continued
Qualifications
• Computer Literacy. High School or equivalent experience
Experience
Excellent knowledge of Hala Services and airline products.
Experience Continued
Skills
- Social Perceptiveness
- Analytical/Research Skills
- Critical Thinking
- Systems Evaluation
- Problem-Solving/Reasoning/Creativity
- Computer/Technical Literacy
- Multicultural Sensitivity/Awareness
- Flexibility/Adaptability/Managing Multiple Priorities
- Communications Skills (listening, verbal, written)
- Active Listening
- Judgment and Decision Making
- Planning/Organizing
- Interpersonal Abilities
- Management of Material Resources
- Teamwork
Competencies
- Cultural Sensitivity
- Customer Orientation
- Proactive
- Accountability
- TeamWork
- Effective Communication
- Professionalism
- Consistenc
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