Baggage Specialist

Flair Airlines Ltd. • Toronto, ON

2d • Onsite

About The Position

Flair Airlines is seeking a Baggage Specialist to join their Central Baggage Operations team. This role is responsible for managing assigned areas of the centralized baggage operation, including baggage tracing, recovery, claims administration, and customer case management. The Baggage Specialist will ensure cases are handled accurately and efficiently in accordance with company policies, regulatory requirements, and established service standards. This on-site position is based at their Toronto, ON, office.

Requirements

• Minimum of 3 years of experience in airline operations, airport operations, baggage services, customer service, or a related operational environment.
• Experience investigating and resolving baggage tracing, delayed baggage, damaged baggage, claims, or customer case management activities.
• Clear criminal record check and satisfactory references
• Ability to obtain and maintain a valid Restricted Area Identity Card (RAIC)
• Ability to work a variable shift schedule, including days, evenings, weekends, and statutory holidays, as required to support operational needs.
• Must be legally eligible to work in Canada without restriction.

Nice To Haves

• Post-secondary education in Aviation Management, Business Administration, Supply Chain, Customer Service, or a related field is preferred.
• An equivalent combination of education and relevant experience will be considered.
• Experience using baggage management systems, WorldTracer, or similar baggage tracking and case management systems is considered an asset.
• Experience working with operational data, maintaining accurate documentation, and supporting performance reporting.
• Experience collaborating with contracted service providers and cross-functional operational teams.
• Knowledge of baggage handling processes, tariff requirements, Canadian Aviation Regulations (CARs), and applicable international baggage liability conventions is considered an asset.
• Strong analytical and investigative skills, with the ability to assess baggage cases, identify issues, and determine appropriate resolutions.
• Excellent organizational and time management skills, with the ability to manage multiple priorities while meeting established service standards.
• Strong verbal, written, and interpersonal communication skills, with the ability to communicate professionally with customers, vendors, and internal stakeholders.
• Demonstrated attention to detail and accuracy when reviewing documentation, processing claims, and maintaining operational records.
• Ability to interpret and apply company policies, procedures, tariff requirements, and regulatory obligations in day-to-day decision-making.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and Teams.
• Proficiency using baggage management systems, customer case management platforms, and operational reporting tools.
• Ability to work independently while collaborating effectively within a cross-functional team environment.
• Demonstrated sound judgment, professionalism, and the ability to handle confidential customer and operational information with discretion.
• Ability to adapt to changing operational priorities and support operational recovery activities during irregular operations (IROPs).
• Bilingualism in English and French is preferred.

Responsibilities

• Administer assigned functions within the centralized baggage operation, ensuring baggage tracing, recovery, claims administration, and customer case management activities are completed accurately and within established service standards.
• Investigate and resolve delayed, damaged, and missing baggage cases by coordinating with airport teams, ground handling providers, baggage recovery partners, and internal stakeholders to achieve timely resolution.
• Monitor assigned operational work queues, prioritize cases, and ensure baggage recovery activities are completed within established service level agreements and customer commitments.
• Conduct investigations into baggage incidents by reviewing baggage tracking systems, operational records, and supporting documentation to determine appropriate case resolution.
• Process baggage claims in accordance with company policies, tariff requirements, regulatory obligations, and applicable international baggage liability conventions.
• Coordinate with contracted baggage tracing, recovery, delivery, and logistics providers to support the timely resolution of baggage cases and ensure required documentation is complete.
• Monitor operational trends within assigned areas of responsibility, identify recurring issues, and escalate observations and recommendations to support operational improvements.
• Complete quality reviews of assigned baggage cases and documentation to ensure compliance with established procedures, documentation standards, and service requirements.
• Maintain accurate operational records, case documentation, and supporting data within baggage management systems and other operational platforms.
• Respond to escalated baggage inquiries from internal stakeholders and customers, providing timely updates and professional resolution of assigned cases.
• Escalate complex, high-value, regulatory, or unresolved baggage cases to the Manager, Central Baggage Operations & Tracing, providing complete case documentation and recommended next steps.
• Collaborate with Airports Operations, Customer Service, Finance, Ground Handling providers, and other operational stakeholders to support coordinated baggage recovery activities and operational performance.
• Support the implementation of new baggage processes, system enhancements, policy changes, and continuous improvement initiatives within the centralized baggage operation.
• Support operational recovery efforts during irregular operations (IROPs), network disruptions, and other operational events impacting baggage performance.
• Maintain accurate operational records and support the preparation of reports and performance data related to assigned responsibilities.
• Ensure all activities are conducted in accordance with company policies, regulatory requirements, privacy legislation, and established baggage handling procedures.
• Perform other duties and special projects as assigned in support of centralized baggage operations.

Benefits

• Comprehensive Salary
• Competitive medical and dental coverage
• Disability insurance
• Life insurance
• Employee & family assistance program
• Pension plan with employer-matched contributions
• Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree