Emirates Group

dnata Airport Operations’ vast ground handling operations successfully service the major global hub that is Dubai International Airport. We deliver a seamless experience from check-in to baggage delivery for more than 80 million passenger and 140 scheduled airlines annually.

As a Special Handling Agent within the Dnata Airport Operations team, you will be responsible to provide the required services to passengers with special needs (reduced mobility or unaccompanied minors) including transport and welfare to ensure total quality service in line with the safety policy

In this role, you will;

• Complie with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment
• Discuss safety concerns openly and reports them to the relevant supervisor
• Follow relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner
• Follow day-to-day operations related to own job
• Meet designated passengers (unaccompanied minors, young passengers, wheelchair, elderly and passengers with special needs) and ensures that the required services and facilities are provided to meet any special requirements
• Coordinate the transportation and assistance of passengers through the airport arrival and departure processes
• Collect required information and documents from the Customer Services Agent to ensure a smooth passenger journey through security, immigration and boarding gate
• Maintain the appearance of the Special Handling Lounges in terms of tidiness and cleanliness of facilities and relevant areas, to meet the needs of passengers
• Ensure the availability and the quality of the equipment used in special handling and reports any maintenance requirements to the SME on duty
• Answer queries from different stakeholders (airline counter staff, hotels) on Wheel Chair (WC) requirements and ensures that the required information is updated
• Coordinate with Marhaba to ensure the availability of Wheel Chair Attendants for planned passengers requests
• Check the PSM/Customer Airlines messages received through dnata Special Handling inbox to ensure on time service delivery
• Ensure accurate DMIS entries and no charge notes remain pending to enable correct and timely billing process

To be considered for this role, you must meet the below requirements;

• High School with a Certificate
• 2-4 years of experience in customer services activities with at least 1 year in Airport Passenger Handling (Special Handling).
• Basic understanding of ICAO Conditions of Carriage and Local / International regulations and IATA pertaining to passenger and baggage acceptance
• Basic knowledge of DMIS for special handling
• Basic IT and Computer Literacy
• English Language Skills ? Level 5
• Basic Safety Awareness Skills
• Basic Planning and Organizing Skills
• Basic Communication Skills
• Basic Customer Management Skills

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers