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.

Key Responsibilities

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 processes and reimbursement cases, ensuring deadlines and legal obligations are met.
• Review and validate supporting documentation for compensation requests.
• Ensure proper case documentation and audit readiness.

Operational Performance & Analytics

• Monitor baggage recovery KPIs including:
  • Mishandled baggage rate.
  • Recovery time.
  • Case closure time.
  • Customer satisfaction scores.
  • Compensation expenses.
  • Repeat contact rates.
• Identify trends, recurring issues, and failure points across stations and providers.
• Develop root-cause analyses and preventive action recommendations.
• Generate regular performance reports and present findings to leadership.

Stakeholder Management

• Collaborate closely with Airports Operations, Customer Experience, Ground Handling Agents, Network Operations, and Commercial teams.
• Maintain strong working relationships with external baggage service providers and airport partners.
• Participate in station reviews and operational meetings to address baggage performance issues.
• Support the implementation of process improvements aimed at reducing baggage mishandling.

Team Leadership

• Lead, coach, and develop the baggage claims and recovery team.
• Establish performance expectations and quality standards.
• Conduct quality reviews of customer communications and case handling.
• Drive a culture of accountability, customer focus, and continuous improvement.

Qualifications

Education

• Bachelor's degree in Aviation Management, Business Administration, Logistics, Tourism, Operations Management, or a related field.
• Equivalent professional experience may be considered.

Experience

• Minimum of 3 years of experience in baggage services, airline customer operations, airport operations, or customer service management.
• Experience handling baggage claims, recovery processes, and customer escalations.
• Previous experience leading teams is preferred.
• Experience working with airport service providers and ground handling companies is highly desirable.

Technical Knowledge

• Knowledge of airline baggage operations and IATA baggage procedures.
• Experience with WorldTracer or similar baggage tracing systems.
• Understanding of baggage compensation processes and passenger rights regulations.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office, particularly Excel and Power BI.

Languages

• Fluent in English and Spanish (written and spoken).
• Additional languages are considered an asset.