Passenger Support Specialist

At Marabu Airlines, we believe every journey matters - especially when challenges arise.

As a Passenger Support Specialist, you stand up for our passengers when disruptions occur, making sure they feel supported and valued every step of the way. You help manage flight irregularities and coordinate with airports and partners - and you also remind everyone involved to keep the customer in focus, even when operations get challenging. Above all, you ensure our passengers always feel cared for, no matter what the day brings.

This role operates in a 24/7 shift environment, where flexibility and teamwork are essential to keep our passengers moving - day and night.

Join us and help us deliver smooth, safe and positive travel experiences every day.

Responsibilities

Flight Preparation and Operational Support:

• Monitor the daily Marabu operation in shifts, focusing on the passenger experience and wellbeing during all flights and irregularities

• Provide first-level support for Check-In system-related questions from stations and partners

• Coordinate with catering providers and other airport partners to ensure smooth operations and proper service delivery according to our product standard

• Support and guide airport stations in handling passenger issues (e.g. ticketing, immigration, or DCS system topics)

Irregularity and Passenger Care Handling:

• Take an active role in finding quick and practical solutions for passengers affected by delays, cancellations, diversions or overbookings

• Ensure clear, timely and empathic communication to passengers and partners during delays, cancellations, diversions and overbookings

• Coordinate with tour operators, stations and customer service centre to make sure passengers receive the best possible support and information

• Organize alternative transport solutions (train, bus, taxi, etc.) and handle related follow-up tasks such as rebookings ensuring passengers reach their destination as smoothly as possible

• Manage and resolve baggage irregularities through WorldTracer, ensuring effective communication with stations, handlers and passengers

Administration and Reporting:

• Handle administrative tasks such as emails and reporting

• Monitor and report ancillary revenues at airport stations

• Assist and coordinate during third-party (ACMI) operations to maintain consistency in passenger care

Projects, Process Improvement and Crisis Support:

• Contribute to ongoing projects aimed at improving the passenger experience during irregularities

• Participate in the development of new processes and tools to enhance team efficiency

• Support the Crisis Team in handling passenger-related topics during special situations

• Take a leading role in disruption tool–related initiatives and other cross-departmental projects, driving the design, testing and implementation of innovative solutions that strengthen operational efficiency and elevate the passenger experience.

You'll be a great fit if you:

• Can confidently represent passengers' needs and interests, even in challenging situations

• Feel comfortable speaking in public, for example during irregularity briefings or coordination calls

• Are proactive and forward-thinking, preparing for possible situations before they happen

• Stay calm, structured, and solution-focused under pressure, with strong situational awareness

• Completed secondary education (a degree in tourism, aviation, or related fields is a plus)

• Have previous experience in customer support, such as a check-in / passenger handling agent at an airport or at a call center preferably with aviation background

• Good computer skills, including Microsoft Office and Passenger Handling Systems (e.g. Departure Control System INK, World Tracer)

• An operations-focused and customer-oriented mindset

• Strong multitasking and problem-solving skills, with the ability to think quickly during disruptions

• Clear and confident communication skills, both spoken and written

• A solution-oriented attitude with attention to detail

• Are Fluent in English (additional languages, such as German, are an advantage)

• Applicants must have the legal right to work in the European Union (valid work permit or EU citizenship required)

Inspiring and truly unique experience at the newest Estonian airline

Competitive compensation package

Additional 7 days of vacation per year

Paid sick leave from Day 1

Development and career opportunities

Flexible working environment

Opportunity to work with a dynamic and multicultural industry-leading team

A modern office in Ülemiste, filled with exciting office events