Job Description
The PWD Agent ( Passengers with Disability) is responsible for providing exceptional assistance and support to passengers with disabilities, ensuring they have a safe, comfortable, and seamless travel experience. This role involves coordinating with various airport departments and external agencies to deliver personalized services that meet the needs of passengers with disabilities.
Key Responsibilities:
- Assistance and support:
- Provide wheelchair assistance, guiding passengers through check-in, security, boarding, deplaning, and baggage claim.
- Assist with the use of airport facilities such as restrooms, lounges, and seating areas.
- Offer help with mobility aids and devices, ensuring proper handling and storage during the flight.
- Customer service:
- Deliver high-quality customer service with empathy and respect.
- Address and resolve any concerns or issues raised by passengers with disabilities.
- Communicate effectively with passengers to understand and fulfill their specific needs.
- Coordination:
- Collaborate with airline staff, security personnel, and other airport departments to ensure smooth operations.
- Coordinate with medical personnel or family members when necessary to provide additional support.
- Ensure timely and efficient boarding and deplaning processes for passengers with disabilities.
- Compliance and safety:
- Ensure passenger safety by following proper protocols for lifting, transferring, and assisting passengers.
- Stay informed about updates in policies and procedures related to assisting passengers with disabilities.
- Documentation and reporting:
- Maintain accurate records of services provided to passengers with disabilities.
- Report any incidents, accidents, or irregularities to the supervisor promptly.
- Prepare and submit required documentation for compliance and auditing purposes.
- Training and development:
- Participate in regular training sessions on customer service, safety protocols, and disability awareness.
- Stay updated on best practices and emerging trends in services for passengers with disabilities.
Qualifications:
- Experience:
- Previous experience in customer service or a similar role in the airline or hospitality industry is preferred.
- Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Physical capability to assist passengers with mobility needs, including lifting and transferring.
- Certifications:
- First aid and CPR certification is an advantage.
- Other requirements:
- Ability to work flexible hours, including weekends and holidays.
- Commitment to providing high-quality service and ensuring passenger satisfaction.
Work Environment:
- Physical demands:
- Requires standing, walking, bending, and lifting for extended periods. Must be able to lift and move passengers and equipment safely.
- Work conditions:
- Airport environment with exposure to various weather conditions. Must adhere to airport security protocols.
Requirements:
- Valid work permit.
- Valid EU / UAE / Maltese driving license.
- Good written and spoken English.
Additional Information
This position is essential in promoting an inclusive and accessible travel experience for all passengers. The Passenger with Disability Agent plays a crucial role in ensuring that passengers with disabilities receive the support and care they need throughout their journey.
