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12 months ago
Frontier Airlines Inc
Location: Denver
Job type: Contract/Locum
Contact: No Name
Category: Ground Crew

Frontier Airlines is committed to offering ‘Low Fares Done Right’ to more than 60 destinations in the United States, Dominican Republic, and Mexico on more than 270 daily flights. Headquartered in Denver, Frontier’s hard-working aviation professionals pride themselves in delivering the company’s signature Rocky Mountain hospitality to customers. Frontier Airlines is the proud recipient of the Federal Aviation Administration’s 2015 Diamond Award for maintenance excellence and was recently named the industry’s most fuel-efficient airline by The International Council on Clean Transportation (ICCT) as a result of superior technology and operational efficiencies.

This position is responsible for escalated tracing of delayed and on-hand baggage.  communicate with customers and other baggage service agents to obtain information and update status of claims, resulting in the delivery of baggage or settlement of claim.  Assures customers receive efficient and courteous service.

  • Assist customers in tracing delayed baggage in a timely manner via BMAS and World Tracer, Y messages, e-mails and calls
  • Problem solving in order to retain current customers and prevent the further potential loss of existing customers through baggage service solutions while limiting the Company's financial exposure where possible.
  • Adjust baggage settlements in a timely manner using depreciation schedule and line by line audits (requires the use of math skills)
  • Research internal reports (operations irregularity, PDI, KGD, BCCFS) to assist in determining resolution of claims.
  • Perform letter writing and proof-reading
  • Perform CRS database entry of incoming letters and telephone calls.
  • Handle incoming ACD calls in a professional and timely manner.
  • Act as a liaison between customers and various Company departments
  • Service as a resource for internal and external customers
  • Assist in the implementation of new policies and improvement of existing policies.
  • Other duties and special projects as assigned by Supervisor.




  • High School Diploma or GED required, college degree preferred
  • Minimum of one year experience working in a database or similar system
  • Familiarity with Windows-based software programs
  • Prefer one year airline experience, preferably ATO or ramp, working with Sabre and BMAS or a similar baggage tracing system
  • Experience in working with customers over the phone in pursuit of finding a solution
  • Ability to respect the privacy issues of property and confidential information
  • Accuracy in listening, interpreting and applying policies with respect to customer inquiries or service incidents.
  • Conflict resolution skills
  • Full knowledge of existing baggage policies and regulations, and the ability to work within and outside those policies as necessary.
  • Exceptional verbal and written communication skills
  • Ability to manage multiple tasks at once with frequent interruptions.
  • Ability to work within a corporate environment including interactions with various levels of management.
  • Aptitude to make fair and unbiased appraisals of customer concern.
  • Good organizational skills and high level of attention to detail.
  • Ability to identify and report necessary changes to operations.
  • Good basic math skills
  • Physical ability to handle objects up to 50 pounds occasionally and/or up to 20 pounds frequently.
  • Some overtime may be required.

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