About the role
About the job Baggage Coordinator
The Baggage Coordinator is responsible for making baggage recovery a fully Arajet-owned service by leading the end-to-end management of mishandled baggage cases across the network, including delayed, damaged, pilfered, and lost baggage. This role oversees the baggage claims team, ensuring every case is registered, traced, recovered, resolved, and closed efficiently while maintaining a high standard of customer communication and regulatory compliance.
The position serves as the primary owner of the passenger journey following a baggage incident, ensuring timely updates, compensation processing, and case resolution. Additionally, the Baggage Coordinator analyzes baggage recovery data, identifies root causes of mishandling, and collaborates with Airports, Ground Handling Providers, Commercial, and Product teams to reduce baggage irregularities and improve the overall customer experience.
Baggage Claims & Recovery Management
Lead the day-to-day operation of the baggage recovery function across the Arajet network.
Supervise the registration, tracing, recovery, delivery, and closure of all mishandled baggage cases.
Ensure all baggage incidents are correctly documented in WorldTracer or other company systems.
Monitor open cases and proactively drive resolution within established service level agreements (SLAs).
Coordinate with stations, ground handling partners, and service providers to expedite baggage recovery and return.
Customer Experience Ownership
Act as the owner of the passenger experience for baggage-related incidents from initial report through final resolution.
Ensure passengers receive timely, accurate, and empathetic communication throughout the recovery process.
Oversee customer correspondence regarding delayed, damaged, pilfered, or lost baggage.
Reduce repeat customer contacts by providing proactive updates and clear resolution timelines.
Support escalation management for high-priority or sensitive customer cases.
Compensation & Regulatory Compliance
Ensure compliance with applicable aviation regulations, international conventions, and company policies regarding baggage claims.
Manage compensation proces…
