About the role
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
Ensu…
