Ticket Desk Agent

Gatwick Ground Services (GGS) provide airport ground operations at London Gatwick and London City Airports.  As a wholly owned British Airways subsidiary we take great pride in delivering the same impeccable customer service and fully comprehensive training.  We are proud to deliver the highest standard of ground handling to British Airways and our other airline partners.

Gatwick Ground Services was established in 2016, to support the ramp operations of British Airways at Gatwick. Following its success, the company branched into Aircraft Cleaning in 2018.  In 2020, Passenger Services formed the newest department within the GGS business to provide an all-round ground handling option.  In 2023 we expanded our operation to cover Customer Services and Operations at London City Airport. 

Our operation across two stations supports British Airways, Air India, Aurigny, Iberia Express, Qatar Airways, Singapore Airlines and Vueling Airlines providing a complete ground handling solution. 

It’s an exciting and fast-paced life when you’re working in some of the world’s most important travel hubs, and you’ll be part of a global gateway connecting with people from all walks of life and helping to make each and every journey original and unique.

Whether you are a welcoming face at check in, have a keen eye for aircraft appearance, or thrive in a detail-oriented fast paced ramp environment, a job at Gatwick Ground Services is yours to make.

When you join the Gatwick Ground Services team, an exceptional travel experience from the ground up starts with you.

The role:

Ticket Desk Agent

Working for GGS at London City Airport, you will be a brand ambassador providing exceptional customer service to passengers flying with BA Cityflyer and Aurigny.

• Contract: 37.5 hours per week, permanent 
• Hours: Earliest Start = 04:30am – Latest Finish = 22:30pm (will be required to work some weekends)
• Pay Rate: Salary £28,273.25 per annum /£14.49 per hour  (overtime = time and a third for any hours worked over 37.5 hours per week)

Role Purpose:

We are seeking hard working, committed, customer service colleagues to deliver world class service to our airline customers. You will be an integral part of the team representing both the company and the airline to their customers and ensuring the customer service standards the airlines demand on board their aircraft start on the ground.

Requirements:

• 5 years worth of satisfactory references in order to obtain an airside pass
• The ability to work accurately under pressure
• Able to demonstrate excellent communication skills
• A satisfactory criminal record check
• Able to travel to London City Airport for shifts starting as early as 04:30am
• Excellent communication and passion for delivering exceptional customer service

Principal Accountabilities:

•  To consistently deliver the highest possible levels of customer service at all times
•  To process in a professional and confident way to passengers questions or queries
• New ticket sales using the Airlines reservation system
• Issue tickets and make changes to passengers bookings when appropriate and in accordance with the relevant training received
• Processing excess baggage payments through the Airlines reservation system and ensuring the correct accounting of monies
• Reissuing of tickets on an ad-hoc basis, either in a voluntary or involuntary situation
• Calculating if any additional payments on reissued tickets are required and collect the correct amounts from customer airline passengers
• Handling disrupted passengers in accordance with our Customer Airlines policies
• Arranging hotel accommodation for our disrupted passengers
• Accounting of Airline documents to ensure that our Customer Airlines revenue is maintained
• Liaise with our customer airline representative on any ticketing issues and ensure correct procedures are maintained
• Ensure safety is never compromised whilst fully complying with The Health & Safety at Work Act 1984 and Revisions
• Represent the company in a professional manner at all times
• Any other reasonable duty as requested 

Safety, Security & Compliance:

All employees have a responsibility and duty whilst at work to:

• Take reasonable care for the health and safety of themselves and of others who may be affected by their actions or omissions whilst at work.
• Co-operate with their manager / supervisor in order to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, safety or welfare reasons.
• Inform their manager / supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health and safety.
• Report any hazards, near misses, incidents, accidents or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in this manual.
• Carry out work in accordance with information and training provided and any specific workplace health and safety rules or procedures.
• Fully understand the company health and safety policy.
• Attend training courses as may be arranged by the Company.
  

Qualifications and Experience:

• Previous experience using Airline reservation systems (e.g Amadeus, Sabre, or Travelport)
• In-depth knowledge of IATA fares and ticketing.
• Previous ground handling experience or alternatively previous experience within Airline/travel industry.
• A good understanding of world geography
• Knowledge of an additional European language would be desirable
• A good working knowledge of Airlines and Airport regulations
• Excellent customer service and communication skills

What we offer:

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.

Key benefits include:

• Access to discounted flights known as hotline fares, standby tickets and concessions with British Airways and other code share airlines
• Health benefits including free winter flu jab and access to the HSF Health Plan
• Cycle to work scheme
• Free staff parking
• Discounts on airport food vendors
• Pension scheme

At Gatwick Ground Services you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.

We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At Gatwick Ground Services we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.

Inclusion and diversity are a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey as we continue to assist with connecting Britain with the world and the world with Britain.