Disability Care

Job Purpose

Provide exceptional support and assistance for passengers with disabilities, ensuring their needs are met promptly and efficiently while enhancing overall customer satisfaction through effective communication and coordination.

3. Position Accountability Description

Passenger Assistance and Support

1. Assist passengers with disabilities by responding to their enquiries with detailed and accurate information on airport services, facilities, and procedures, ensuring they feel well-informed and supported during their travel. Provide clear and compassionate communication to passengers with disabilities, explaining procedures, services, and available support to ensure they feel informed and comfortable.
2. Handle complaints and concerns from passengers, addressing them promptly and effectively while maintaining a calm and professional demeanour.
3. Coordinate with various airport departments, including security, maintenance, and airlines, to resolve passenger issues within GACA’s KPIs and DACO’s KPIs.
4. Monitor passenger feedback from multiple channels owned by CX Department such as GACA CRM, or GACA’s emails, ensuring all feedback is logged and addressed appropriately.
5. Document all disabled passenger interactions and complaints meticulously, ensuring detailed records are maintained for follow-up, analysis, and reporting purposes.

Operational Support and Coordination

6. Coordinate with operation to share disabled people complaints and needs.
7. Lead CX PRM Committee in DACO and represent DACO in GACA’s PRM committee.
8. Conduct site-visits to ensure that accessible facilities are available and properly maintained, including restrooms, seating areas, and transportation options, to meet the needs of passengers with disabilities.

Service Quality and Improvement

9. coordinate for comprehensive training programs for airport staff on disability awareness and appropriate support techniques, fostering an inclusive environment.
10. Review and update policies and procedures related to disability services regularly to ensure they reflect best practices and current regulations, promoting continuous improvement.
11. Address and resolve any complaints or issues raised by passengers with disabilities promptly and effectively, ensuring their concerns are heard and addressed.

Coordination and Advocacy

12. Coordinate with external organizations and advocacy groups to improve and expand services for passengers with disabilities, staying updated on best practices and new developments.
13. Advocate for the needs and rights of passengers with disabilities within the airport management team and during planning discussions, ensuring their needs are considered.

Documentation and Compliance

14. Maintain detailed records of assistance provided to passengers with disabilities, ensuring compliance with regulatory requirements and airport policies.
15. Conduct regular audits of airport facilities to ensure they meet accessibility standards, recommending improvements as needed to enhance accessibility.

Information and Communication

16. Promote awareness of disability services available at the airport through brochures, the airport website, and information desks, ensuring passengers are informed about available support.
17. Attend facilities and services projects meeting to highlight accessibility needs and/or standards.

Team Collaboration and Continuous Learning

18. Work collaboratively with team members by sharing knowledge, providing support, and actively participating in team activities, fostering a positive and productive work environment.
19. Engage in continuous learning by seeking feedback, attending training sessions, and staying updated on industry trends to enhance personal skills and professional growth.

experience in customer service or disability support roles, including experience in a similar airport or transport environment

Business Administration or equivalent