Baggage Analyst

About the job Baggage Analyst

The Baggage Analyst is responsible for managing the end-to-end handling of baggage irregularity cases across the Arajet network, including delayed, damaged, pilfered, and lost baggage. This role serves as a key point of contact for passengers, ensuring timely communication, efficient case resolution, and an outstanding customer experience throughout the baggage recovery process.

The Analyst works closely with airport stations, ground handling providers, and internal stakeholders to trace, recover, and close baggage claims while complying with company procedures and regulatory requirements. The role requires strong customer service skills, excellent English communication, and intermediate to advanced Excel proficiency to analyze trends, generate reports, and support continuous improvement initiatives.

Baggage Claims Management

• Register, monitor, and manage baggage irregularity reports from initial notification through final resolution.
• Process cases related to delayed, damaged, pilfered, and lost baggage.
• Utilize baggage tracing systems to locate and recover baggage efficiently.
• Coordinate with airport stations, ground handling agents, and service providers to expedite baggage recovery.
• Ensure all case records are accurate, complete, and updated in company systems.

Customer Service & Passenger Communication

• Serve as the primary contact for passengers regarding baggage claims and recovery updates.
• Provide professional, empathetic, and timely communication in both English and Spanish.
• Respond to inquiries through email, phone, and other communication channels.
• Manage escalated customer cases while maintaining high service standards.
• Ensure passengers receive proactive updates throughout the recovery process.

Reporting & Data Analysis

• Track and monitor baggage claim performance metrics.
• Prepare daily, weekly, and monthly operational reports.
• Analyze baggage mishandling trends and identify improvement opportunities.
• Utilize Excel to manage large datasets, create reports, dashboards, and performance trackers.
• Support root-cause analysis initiatives to reduce baggage-related incidents.

Compliance & Case Resolution

• Ensure baggage claims are handled in accordance with company policies and applicable regulations.
• Verify documentation required for compensation and reimbursement requests.
• Support the timely processing and closure of baggage claims.
• Maintain confidentiality and data integrity throughout the claims process.

Cross-Functional Collaboration

• Work closely with Airport Operations, Customer Experience, Ground Handling Providers, and other operational teams.
• Support process improvement initiatives focused on reducing baggage mishandling and enhancing customer satisfaction.
• Contribute to service quality reviews and operational performance meetings.

Education

• Bachelor's degree in Business Administration, Tourism, Aviation Management, Logistics, International Business, or a related field.
• Equivalent professional experience may be considered.

Experience

• Minimum of 1-3 years of experience in customer service, airline operations, baggage services, airport operations, or claims management.
• Experience handling customer complaints and service recovery processes is highly desirable.
• Experience within the aviation or travel industry is considered an advantage.

Languages

• Advanced English (written and spoken) is required.
• Fluent Spanish (written and spoken).
• Additional languages are a plus.

Technical Skills

• Intermediate to Advanced Microsoft Excel proficiency required, including:
  • Pivot Tables.
  • VLOOKUP/XLOOKUP.
  • Data analysis and reporting.
  • Charts and dashboards.
  • Data validation and cleansing.
• Proficiency in Microsoft Office Suite.
• Experience with baggage tracing systems (WorldTracer or similar) is a plus.

Customer Service Skills

• Exceptional customer service orientation.
• Strong verbal and written communication skills.
• Ability to manage difficult conversations with professionalism and empathy.
• Strong conflict-resolution and problem-solving abilities.