Passenger Recovery Officer

Brussels Airlines is the national airline of Belgium with its home base at Brussels Airport. Our mission is to be the most reliable airline, making everyone feel at home. We are passionate about what we do, whether it’s on board, in an office, in the hangar or at an airport. Our people are recognized for always going above and beyond and for constantly challenging themselves.

The Passenger Recovery Officer (PRO) is a key function in the Ground Operations’ BRU Hub strategy of making our irregularity processes customer centric.

This function operates in a polyvalent, supportive and two-fold manner within BRU hub:

• The PRO is responsible for operational support towards Passenger Services in case of irregularities and will be dispatched throughout the airport.
• The PRO performs sales and recovery activities at the Brussels Airlines Ticketing office.

The PRO is responsible for operational support towards Passenger Services and full irregularity handling to ensure smooth operations throughout the airport.

• Providing operational support as part of the mobile team at Brussels Airport when faced with irregularities (e.g. re-enforcing gates in case of disruptions or high amount of denied boarding cases)
• Assure correct and complete irregularity handling for all flights out of Brussels, according to SN procedures
• Actively monitoring the inbound flight schedules to avoid or handle misconnecting guests
• Ensure back-up of various sub-activities within airport operations such as check-in, boarding and ticketing.
• Be the on the field link between the Hub control Center and the other operational department within Brussels Airport

The PRO ensures a customer centric handling for our guests during irregularities.

• Ensure all mandatory EU261 care is giving to guests in case of irregularities (Including, but not limited to: misconnections, short connections, cancelled flights, …)
• Optimize the customer journey by bringing solutions to our guests during irregularities (through digital channels or interaction with guests), while minimizing the cost impact
• Provide active queue management towards guests in case of irregularities in order to inform guests and/or find solutions as fast as possible (e.g. checking if queueing guest was already rebooked via OPR).

Service guests of different airlines (SN, LH, LX, OS, OU, EW) at Brussels Airport to ensure correct customer service and ticketing sales.

• Be responsible for airport ticketing, sales activities, customer services according to the applicable procedures and optimization of the guest relationship.
• Be responsible for sales and reservations of tickets for Brussels Airlines’ guests and other carriers (LH, LX, OS, EU, OU) assuring routing possibilities, fare calculation, payment modalities, excess baggage charges in order to guarantee an efficient and guests-oriented commercial service delivery that maximizes customer satisfaction.
• Assure correct and complete information towards passengers and overall correctness of information in order to guarantee a correct implementation and knowledge of the IATA rules, regulations and internal rules.
• Be responsible for providing information regarding tariffs, regulations, product features and other relevant information in order to liaise in a front-line position towards code share partners, travel agencies, tour operators and airport handling staff.
• Anticipate and assist in irregularities affecting passengers in order to involuntary reroute the passenger in balancing an efficient, swift solution as well as cost- effectiveness for the airline.
• Reroute, recalculate and reissue any ticket as requested by the passenger in order to ensure correct and complete travel documents.

• High school diploma or equivalent through experience
• 2 years experience as check-in and boarding agent
• 1 year experience as a ticketing agent
• Profound knowledge of check-in and boarding procedures
• Theoretical and practical knowledge of reservation, re-routings, create and customize reservation files
• Driver’s license
• Fluency in English/French/Dutch
• Knowledge of reservation system, ticketing & tariffication procedures
• All-round knowledge of the airport working procedures & process flow
• Customer orientated
• Stress resistant
• Flexible
• Good organization and social skills
• Team spirit
• Commercial insight & attitude
• Discrete and a flair for diplomacy
• Basic mathematical insight & skills
• Welcoming attitude

• A flexible reward plan that allows you to optimize part of your salary
• Travel benefits
• Bike allowance and/or public transport subscription
• Profit sharing
• Group insurance
• Meal and eco vouchers
• A spot in a very enthusiastic team