Job Description/Specification:
Qatar Airways is seeking a Passenger Services Agent – Special Assistance to support passengers with special needs throughout their journey at Hamad International Airport. The role focuses on providing safe, respectful, and efficient assistance during arrival, departure, and transfer processes while ensuring compliance with established airport procedures and service standards.
The successful candidate will assist passengers using wheelchairs and airport buggies, coordinate with Customer Services teams, and ensure passengers are smoothly escorted through check-in, immigration, baggage, customs, transfer, lounge, and boarding procedures.
About This Role
As a Passenger Services Agent, you will provide hands-on assistance to passengers requiring special support. You will coordinate with airport and airline teams, manage passenger documentation, provide timely updates during delays, and ensure every passenger receives professional and compassionate assistance throughout their airport journey.
Key Responsibilities
Passenger Arrival Assistance
- Assist passengers requiring special assistance after disembarkation.
- Escort passengers through immigration, baggage claim, customs, and arrival formalities.
- Transport passengers safely using wheelchairs or airport buggies.
- Support connecting passengers with transfer procedures and escort them to the designated Customer Care Lounge.
Departure & Boarding Assistance
- Collect and verify required passenger documents from check-in staff.
- Escort passengers through airport formalities and deliver them to the appropriate lounge.
- Coordinate with Customer Care Lounge teams and provide updated information in case of delays.
- Escort passengers to the allocated boarding gate and hand over boarding documentation to the relevant staff.
- Assist passengers from the gate to their assigned aircraft seats following completion of boarding and document checks.
Operational Coordination
- Confirm completion of passenger assistance services with the Customer Services Supervisor.
- Ensure passenger records are updated following completion of services.
- Support different airport operational areas according to departmental requirements.
- Push wheelchairs and operate airport buggies as assigned.
- Escalate operational issues or delays to senior staff or supervisors.
- Perform other duties assigned by the Head of Department.
Minimum Requirements
Education & Experience
- Basic literacy and numeracy skills.
- No previous job-related experience is required.
- Previous experience in customer service or airport operations is an advantage.
- 1 year of relevant experience is preferred.
Skills & Competencies
- Good verbal communication and interpersonal skills.
- Basic understanding of airport passenger-handling procedures.
- Basic knowledge of humanitarian assistance principles.
- Basic understanding of airport safety regulations.
- Patient, courteous, and empathetic approach when assisting passengers.
- Ability to work effectively in a fast-paced, multicultural airport environment.
- Physically capable of assisting passengers and operating wheelchairs or airport buggies.
- Ability to work shifts, weekends, public holidays, and extended hours when operationally required.
Technical & Operational Skills
- Passenger Handling
- Special Assistance Services
- Wheelchair Assistance
- Buggy Operations
- Airport Customer Service
- Passenger Documentation
- Check-in & Transfer Procedures
- Boarding Assistance
- Airport Safety Procedures
- Customer Care Coordination
- Immigration, Baggage & Customs Assistance
Core Competencies
- Customer Service
- Communication
- Empathy & Patience
- Safety Awareness
- Teamwork
- Professionalism
- Attention to Detail
- Responsibility
- Problem Solving
- Multitasking
- Adaptability
Contract & Benefits
- Contract Type: Fixed-term contract – 3 years
- Work Type: Shift-based
- Working Hours: 48 hours per week
- Overtime: Paid overtime when required
- Housing: Company-provided accommodation
- Transportation: Transportation allowance/provision
- Uniform: Provided
- Laundry: Provided
- Meals: Meal provisions
- Leave: Annual leave
- Travel: Flight benefits
Job Details
Reference: 260000AW
Location: Doha, Qatar
Job Family: Customer Service
Employment Type: Fixed-term contract
Closing Date: 27 August 2026
This opportunity is ideal for candidates seeking to begin or develop a career in airport passenger services, customer service, aviation operations, and special assistance services in Qatar.