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Ad title:
Passenger Care & Claims Officer
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OneClick Airways
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Published: 01 September
/ Deadline: 01 October
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OneClick Airways is a new and ambitious airline based in Tbilisi, Georgia, and is dedicated to elevating air travel by prioritizing security, comfort, and customer care. We are building a culture where innovation meets hospitality. By joining us at the startup stage, you have an opportunity to participate in the challenge of building a new, exciting, low-cost carrier.
Join a company built on clear values that guide everything we do:
** Safety
We never compromise safety — it`s our highest priority in every decision we make.
** People
We care deeply about our people — both our dedicated team and our valued passengers.
** Profit
We continuously strive for growth, efficiency, and continuous improvement.
Our company is seeking a highly motivated and customer-focused individual to join our team as a Passenger Care & Claims Officer.
Purpose:
The Passenger Care & Claims Officer is responsible for ensuring timely, professional, and effective support to passengers during flight disruptions and throughout the claims resolution process. The role coordinates passenger assistance, claims, baggage-related cases, and compensation processes, while acting as the key point of contact between passengers and relevant internal departments and external service providers.
Duties and Responsibilities:
** Coordinate passenger assistance during delays, cancellations, diversions, missed connections, and other disruptions.
** Arrange hotels, transportation, meals, refreshments, and other required assistance.
** Coordinate with handling agents and relevant service providers.
** Keep passengers informed and maintain accurate records and supporting documentation.
** Act as the primary contact for passenger claims and complaints.
** Receive, review, register, and follow up on claims and required documentation.
** Coordinate with relevant departments and keep passengers informed until resolution.
** Handle claims related to lost, delayed, damaged, or pilfered baggage.
** Coordinate with Lost & Found, handling agents, baggage tracing teams, and relevant stations.
** Follow up on investigations, documentation, and applicable compensation.
** Escalate unresolved or disputed cases when required.
** Prepare documentation for approved passenger and baggage compensation.
** Communicate settlement proposals, obtain passenger acceptance and payment details.
** Coordinate with Accounting and follow up until payment is completed.
** Escalate exceptional or disputed cases for further review.
** Maintain end-to-end ownership of assigned cases through final resolution.
** Keep accurate records of communications, documents, approvals, and payments.
** Proactively follow up with internal teams and external providers.
** Monitor deadlines, escalate complex cases, and ensure proper case closure.
Requirements:
** Strong communication and interpersonal skills;
** Ability to work effectively under significant pressure;
** Emotional control and conflict-management skills;
** Patience and professional behavior when dealing with difficult situations;
** Strong organizational and follow-up skills;
** Ability to coordinate several parties simultaneously;
** Attention to detail and accurate record-keeping;
** Good judgment regarding when a matter requires escalation;
** Ability to take ownership of a case until its final resolution.
** Excellent command of English, both written and spoken.
What We Offer:
** Attractive Compensation Package
** Health insurance package provided
** Supportive Work Environment with a focus on growth and teamwork
Personal Data Protection and Consent
By sending your CV and application to OneClick Airways, you consent to the processing of your personal data for this recruitment process and any future vacancies for up to 6 months. Your data will be accessed only by authorized staff and handled in accordance with applicable data protection law. You may request access to, correction, or deletion of your data at any time by contacting us at: career@oneclickairways.com
How to Apply
If you are passionate about customer care, problem-solving, and delivering a positive passenger experience, while staying calm and professional in challenging situations, we would be pleased to hear from you.
Interested candidates who meet all of the above requirements should send their English CV to career@oneclickairways.com. Indicate the position title in the subject.
Join us on this exciting adventure!
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