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Baggage Service Agent

3 months ago

Edmonton, Alberta, Canada WestJet Full time

Why WestJet:

Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

Join us and love where you're going.

The Role of the Baggage Service Agent is to:

  • Ensure guests receive a high level of customer service upon arrival
  • Act as a liaison between guest property and guests, responsible for reuniting our guests with their baggage
  • Mitigate the mishandling of guest's baggage by communicating with all necessary touch points to route baggage efficiently
  • Organize the expedite and delivery of delayed baggage for return to our guests by communicating with WestJet bases, Central Baggage Services, other airlines, couriers, customs agencies, and other guests

The Baggage Service Agent will be responsible for, but not limited to:

  • Act as Arrivals Agent for all guest inquiries (both in person and by telephone), and direct guests accordingly (oversize area, international connections, etc).
  • Initiate delayed baggage investigation and damage baggage assessment, and establishment of delay/damage reports for mishandled guest baggage.
  • Track arriving flight details and monitoring baggage carousels, recording particulars into daily log.
  • Monitor inbound arrival times and ensure Flight Information Display System is accurate.
  • Communicate with ground handlers regarding all departing/arriving baggage, arranging for baggage sweeps (pit, cart and ramp).
  • Ensure proper security measures are followed for inbond baggage (International) and manage customs processing and storage.
  • Proactively reroute baggage (late checkin).
  • Receive and process airside expedite baggage.
  • Coordinate baggage swaps and manage bulk outs during IROP flights.
  • Investigate, update delayed baggage reports, and contacting guests with any updates on open delayed baggage reports.
  • Manage lost item reports and found item inventory.

Experience and qualifications:

  • Minimum 6 months experience as a CSA or PSA considered an asset.
  • Demonstrated ability to provide exceptional guest service.
  • Exceptional technical knowledge of WestJet promises and guidelines is considered an asset.
  • Proven ability to work with mínimal supervision, problem solve, deescalate situations and take responsibility for accomplishing tasks within timeliness.
  • Proven ability to adapt to procedural changes.

The benefits of being a WestJetter:
WestJet provides all WestJetters with a competitive total rewards package.

On top of that, we offer:

  • A fun and friendly culture with colleagues who work together to win
  • Travel privileges for you and your family, effective from your start date
  • Savings and Benefit programs that are flexible to meet your specific needs

About WestJet Group of Companies


Together with WestJet's regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.


Our Safety Promise


At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do.

As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.


WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk.

All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.


Our Commitment to Diversity and Inclusion
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