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AO&CS Ground Support Officer – Passenger Assistance & Lost Baggage Handling (IndiGo)
Job Summary
IndiGo Airline is seeking a dedicated and customer-focused AO&CS Ground Support Officer to join our Airport Operations and Customer Services (AO&CS) team. This role is critical in delivering a seamless travel experience by supporting passengers throughout their journey, especially in cases involving lost baggage, special assistance, and on-ground logistics. The ideal candidate will thrive in a fast-paced airport environment and demonstrate a proactive attitude in resolving issues and ensuring passenger satisfaction.
Key Responsibilities
Assist passengers with check-in, boarding, and arrival procedures at the airport.
Provide prompt support to passengers who have lost baggage and coordinate with internal teams for timely resolution.
Handle baggage tracing, follow-up calls, and claim procedures in line with IndiGos service standards.
Offer personalized assistance to elderly passengers, people with disabilities, and unaccompanied minors.
Coordinate effectively with the baggage handling and ramp team for accurate and timely baggage delivery.
Maintain detailed documentation of passenger complaints, incident reports, and lost baggage cases.
Ensure compliance with airport security protocols and airline standard operating procedures (SOPs).
Act as a liaison between ground staff, baggage services, customer care, and airline operations.
Uphold IndiGos brand promise by delivering courteous and solution-oriented service at all times.
Required Skills and Qualifications
Graduate in any discipline from a recognized university.
Proficient in English and Hindi; additional regional languages are a plus.
Computer literacy and familiarity with airline operational systems (e.g., DCS, BRS, WorldTracer).
Strong interpersonal skills with a customer-first mindset.
Problem-solving ability and emotional resilience under pressure.
Professional grooming and communication standards.
Experience
Minimum 0–2 years of experience in airport ground handling or airline customer service.
Freshers with excellent communication skills and a passion for aviation are also encouraged to apply.
Working Hours
Rotational shifts, including weekends and public holidays.
Shift timings will vary based on flight schedules and airport operational needs.
Knowledge, Skills, and Abilities
Deep understanding of airport and airline procedures.
Knowledge of lost baggage protocols and passenger assistance services.
Ability to work in a high-stress environment with strict timelines.
Strong multitasking abilities and team collaboration.
Excellent documentation and follow-up skills.
Benefits
Competitive salary with shift allowances.
Provident Fund (PF), ESI, and medical insurance coverage.
Travel concessions on IndiGo-operated flights.
Structured training programs for skill enhancement and career development.
Employee wellness and assistance programs.
Why Join IndiGo?
IndiGo is Indias largest and most reliable airline, offering tremendous opportunities for growth and advancement.
Be part of a dynamic, fast-growing team where your contribution matters.
Work in a diverse and inclusive environment that promotes teamwork, integrity, and innovation.
Access to best-in-class training and mentoring from aviation professionals.
How to Apply
Interested candidates can apply by visiting IndiGos official careers portal.
Alternatively, submit your updated resume with a subject line Application for AO&CS Ground Support Officer to us
Shortlisted candidates will be contacted for a personal interview and assessment process at the nearest IndiGo recruitment center.