Dispatcher Passenger Assistance
Reports To: Supervisor, Passenger Assistance (PAA)
Summary
This position is responsible for coordinating and dispatching special service requests to the appropriate passenger assistance agents, ensuring passengers are picked up and escorted to the correct gate or transfer point within required timeframes.
The ideal candidate is highly organized, excels in a fast-paced environment, and demonstrates strong multitasking abilities while effectively assigning and monitoring tasks to ensure on-time service delivery.
Core Competencies
- Previous airline, dispatch, or operations experience
- Ability to work efficiently under demanding time constraints
- Excellent verbal and written communication skills
- Strong analytical skills with a proactive problem-solving approach
Job Duties
- Coordinate and dispatch passenger assistance requests in accordance with airline requirements and service level agreements
- Utilize dispatching and planning systems to schedule and manage passenger assistance operations
- Act as a liaison between airline partners, supervisors, leads, and passenger assistance agents to ensure smooth daily operations
- Receive and manage radio and phone communications, ensuring accurate and timely information flow
- Monitor real-time operations and adjust assignments based on flight schedules, delays, and operational needs
- Ensure all special service requests (e.g., WCHR, MAAS) are assigned and completed within required timelines
- Assist with operational coverage, including same-day staffing adjustments as needed
- Support frontline operations when required, including wheelchair and golf cart assistance
- Maintain accurate records and tracking of operational activities
- Prepare and communicate operational updates as required
- Actively participate in the Safety Management System (SMS), including reporting hazards and incidents
- Comply with company safety policies, quality standards, and operational procedures
- Participate in training programs to support quality, safety, and security objectives
- Cooperate with inspectors and support quality assurance processes
- Perform other duties as required to support overall operations
Requirements
- Ability to learn and effectively use internal systems (e.g., PAXTrak) for dispatching and tracking
- Ability to work independently with minimal supervision
- High level of attention to detail and accuracy
- Strong time management and organizational skills
- Demonstrated ability to troubleshoot, make decisions, and solve problems
- Must be able to obtain and maintain a valid Restricted Area Identification Card (RAIC)
- Previous airline flight operations or dispatch experience is considered an asset
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