Job Description

Synopsis
Responsible for protecting the cost and guest experience impacts associated with Mishandled Baggage. Based within the airline's 24x7 operational control centre, this shift-based role is responsible for driving the immediate response and control of mishandled baggage events across the airport network, representing the customer to ensure a quick and efficient recovery, that is communicated well amongst all stakeholders.
Accountabilities
Protect cost incurred to Etihad via Baggage Claims, Proration & Baggage Delivery by assuming a proactive role in the baggage recovery process Protect customer service and journey integrity via real-time management of operational events leading to baggage disruption Drive cost recovery via the industry standard proration of cases involving other airlines (OAL)Act as a Subject Matter Expert for all baggage recovery policies, procedures, and systems, providing guidance and direction to Network Airports Make recommendations regarding procedural changes and common errors, for update within training material Act as the central point of escalation for day-of-operations baggage services matters Oversee escalated MHB cases, working with Online Community, Contact Centre & Airports to resolve Actively oversee the recovery efforts of Network Airports and prompt action where necessary Participate in the planning and recovery for Baggage Offloading events across the network Ensure compliance to WorldTracer file creation, update and closure Coordinate service recovery efforts, where applicable .Manage active MHB files within the secondary tracing window, seeking resolution for file closure .Champion communication to guests about mass-baggage disruptions, via 15below or apology letter.Monitor BMS and provide feedback on loading non-compliance Monitor Baggage Delivery charges within closed files and mark applicable cases involving OAL for prorate .Audit station information such as Baggage Services phone numbers published for stations
Education & Experience

• Fluent verbal and written English language skills
• Minimum High School
• Minimum 3 years operational experience in airline or ground handling operations
• Experience within an airport baggage services/baggage handling function
• Experience using baggage services systems, such as: SITA WorldTracer, BRS, BMS.

About Etihad Airways
Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad's ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
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