Job Description/Specification:
Qatar Aviation Services (QAS) is seeking a Customer Care Agent – Special Assistance to provide professional support to passengers requiring special assistance throughout their airport journey.
The role involves assisting passengers at various points of the airport, including aircraft arrival and departure areas, baggage screening, check-in, transfer areas, lounges, and boarding gates. Assistance may be provided using wheelchairs and passenger buggies, in accordance with established Standard Operating Procedures (SOPs) and safety requirements.
Key Responsibilities
-
Assist passengers requiring special assistance when disembarking from aircraft.
-
Escort passengers safely through the arrival process, including:
-
Immigration formalities
-
Baggage claim
-
Customs procedures
-
Arrival hall
-
Assist connecting passengers with check-in procedures at the transfer desk.
-
Escort connecting passengers to the designated Customer Care Lounge.
-
Collect all required passenger documents from the check-in agent when handling departing passengers.
-
Escort passengers through the required airport formalities and ensure they reach the appropriate lounge.
-
Handover passenger documents to the Customer Care Lounge team.
-
Keep passengers informed of delays or changes and coordinate with a senior team member or supervisor when required.
-
Escort passengers to their assigned boarding gate.
-
Handover boarding cards and relevant documents to the appropriate airport staff.
-
Assist passengers through document verification and boarding procedures.
-
Escort passengers to their allocated seats on the aircraft.
-
Confirm completion of passenger assistance services with the Customer Services Supervisor for record updates.
-
Transport passengers between designated airport locations using wheelchairs or electric/passenger buggies.
-
Push wheelchairs and operate buggies as required by operational needs and departmental allocation.
-
Follow all applicable SOPs, safety procedures, and passenger-handling guidelines.
-
Perform other duties related to the position as assigned by the Head of Department.
Qualifications & Requirements
Essential
-
Basic literacy and numeracy skills.
-
No previous job-related experience required.
-
Good communication and interpersonal skills.
-
Basic knowledge of airport passenger-handling procedures.
-
Basic understanding of humanitarian assistance and supporting passengers with special needs.
-
Basic knowledge of airport safety regulations.
-
Ability to work effectively in a shift-based airport environment.
-
Ability to assist passengers professionally, patiently, and respectfully.
Preferred
Contract & Benefits
This position is offered on a 3-year fixed-term contract.
-
Shift-based work.
-
48 working hours per week.
-
Paid overtime when required.
-
Transportation provision.
-
Company accommodation/housing.
-
Applicable allowances.
-
Uniform provided.
-
Laundry services/provision.
-
Meal provisions.
-
Annual leave.
-
Flight benefits.
Ideal Candidate
The ideal candidate should be customer-focused, physically capable of assisting passengers using wheelchairs and airport buggies, and comfortable working in a busy airport environment.
Strong communication, patience, teamwork, safety awareness, and a respectful approach to passengers requiring special assistance are essential for this position.
Important Notice
This vacancy represents a current recruitment requirement of Qatar Airways Group. The company reserves the right to amend, suspend, withdraw, or otherwise modify the recruitment process at any time, including converting the vacancy into a talent pipeline for current or future recruitment needs.
This advertisement does not constitute an offer of employment or a commitment to recruit.
Application Deadline: 5 October 2026