Guest Services Agent

Guest Services Agent


Abu Dhabi, AE






Receive and process customer requests, enquiries and address complaints by providing excellent customer service, to increase customer satisfaction and ensure smooth running of operations at the airport.



  • Perform a wide range of airport services (e.g. guest / baggage handling, check in and boarding operations, tickets and boarding passes screening) to ensure high quality services are delivered to all guests in compliance with safety, quality and operational objectives
  • Collaborate with handling agents by supporting in executing handling operations to ensure timely and high quality delivery of services to guests
  • Support customers with connecting flights to ensure complete and timely information are provided
  • Liaise with Cabin crew to ensure boarding operations are executed on time and according to safety procedures
  • Execute initial security screens to ensure access to airport is properly monitored
  • Receive, process, and respond to daily enquiries on a wide range of services by providing timely and high quality support to internal / external customers to meet their requirement
  • Receive and analyse complaints to ensure they are solved or addressed in the most effective manner
  • Support customers on a wide range of generic services following established policies and procedure to ensure customer needs are met in the most effective manner
  • Coordinate and escalate complex or specialized enquiries to responsible teams to ensure ad hoc support is provided
  • Work closely with supervisors to improve the execution of assigned activities
  • Track major customer complaints and report key issues to supervising colleagues
  • Interact with internal teams to ensure consistent and reliable customer service
  • Provide customers with dedicated support according to policies and procedures to ensure compliance to regulations and risks mitigation
  • Identify and highlight potential areas of improvement to support continuous improvement of service and/or operations
  • Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service



Education & Experience


  • Minimum high school certification
  • 1 year experience in a similar role required.





About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 to bring “Abu Dhabi to the World”. Over the years, we have grown into Etihad Aviation Group, a diversified global aviation and travel company, which is one of the world’s most acclaimed industry brands.

Our airline flies to over 84 destinations with a fleet of over 100 Airbus and Boeing aircraft, serving 18.6 million passengers a year and carrying 682,000 tonnes of cargo in 2018.

COVID-19 UPDATE: The health and safety of our communities—including our employees and our candidates remains our top priority. From a recruiting perspective we are continuing to identify people for roles with Etihad in anticipation we will be able to hire, however the process may take longer because we are using more virtual recruiting techniques, and start dates may be delayed because of guidance from the governments in the countries we operate in. We appreciate your understanding and flexibility, Stay safe and healthy.