Passenger Recovery Officer

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

Facts

  • Location

    Brussels

  • Employment level

    Direct entry

  • Function

    Airport Staff

  • Working time

    Full time

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

  • is responsible for operational support towards Passenger Services in case of IRREGs and will be dispatched throughout the airport.
  • performs sales and recovery activities at the Brussels Airlines Ticketing office.
  • Provide on-site operational support during irregularities (disruptions, denied boarding, misconnections).
  • Monitor inbound flights to prevent or resolve misconnecting guests.
  • Act as field link between Hub Control Center and airport departments.
  • Ensure EU261 compliance and deliver guest care solutions while minimizing costs.
  • Manage queues and assist guests through digital or direct interaction.
  • Perform check-in, boarding, ticketing, and sales tasks according to procedures.
  • Handle ticket reservations, reissues, fare calculations, and payments for SN and partner airlines.
  • Deliver accurate information on tariffs, regulations, and travel options to maximize guest satisfaction.
GOPS

Ground Ops

At Brussels Airlines, we believe in making people grow. Therefore, we are not looking for white ravens: we are looking for people that match with our company’s goals and culture, and that can elevate us to even higher heights.

  • High school diploma or equivalent through experience
  • 2 years experience as check-in and boarding agent
  • 1 year experience as a ticketing agent
  • Theoretical and practical knowledge of reservation, re-routings, create and customize reservation files + knowledge of reservation system, ticketing & tariffication procedures
  • Valid driver’s license B
  • Fluency in English, French and Dutch
  • All-round knowledge of the airport working procedures & process flow
  • Customer orientated, stress resistant and flexible
  • Good organization and social skills, with a high dose of team spirit
  • Commercial insight & attitude
  • Discrete and a flair for diplomacy
  • Basic mathematical insight & skills
About Brussels Airlines SA/NV

At Brussels Airlines, we are passionate about connecting people, economies, and cultures. As Belgium’s home carrier and one of the four network airlines of the Lufthansa Group, we fly from the heart of Europe to over 90 destinations worldwide, including 17 across Sub-Saharan Africa. Our company culture is warm and inclusive. By focusing on wellbeing & flexibility, we create an empowering environment that gives our more than 3500 people wings.

http://www.brusselsairlines.com
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Lufthansa Group
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