Specialist Function – Passenger Operations Manager

With an overview of the passenger service operation the manager is a key decision maker to ensure the smooth operation of the aviation environment. Responsibility and accountability for the operation, the requirement to maintain standards of performance and outputs, exceed customer requirements and promote the brand within financial parameters are essential for a high performance passenger operations manager. Remaining calm and professional at all times the passenger operations manager will lead by example and take control of situations as they arise, making effective decisions and adapting the operation accordingly.

Knowledge and Understanding


Travel documentation

The requirements for travel documentation, implications and consequences of not controlling documentation..How to source up to date information on regulations and legislation. Information from external sources and how to communicate this to staff and passengers.

Manage travel documentation to ensure compliance with organisational and legal regulations, investigate service failures and errors, recommending and taking appropriate action, liaising with stakeholders, including monitoring of systems and procedures, reports on failures and rejected travellers.

Check in

How to manage check in to meet passenger, operator and local requirements, regulations and agreed levels of service including passenger compliance requirements for security and dangerous goods.

Work with check in team, senior management and other stakeholders as required, making effective decisions to maintain operational standards and commercial performance, customer satisfaction and address check in issues, e.g. late check ins, overbooking, complaints, customer issues, excess baggage and special requests and requirements.

Operational performance

How to manage passenger facilities to maintain customer experience.

Procedures for managing incidents both in the terminal and on an aircraft on the ground.

The potential implications for internal and external stakeholders of decisions that are made which affect the aviation operation.

Manage terminal facilities in line with organisational procedures, anticipating the impact of external influences on the aviation operation, to meet customer expectations within operational restrictions. Communicate with all relevant stakeholders when decisions which may affect the aviation operation need to be made, ensuring commercial output and minimising disruption. Manage major incidents and accidents both in the terminal and on an aircraft on the ground.

Service performance

Know the performance service standards for the department and how these should be managed in own area of responsibility, organisation’s procedures and requirements for addressing media outlets, maintaining brand and operational standards and how local regulations, travel advisories and geo-political climates may impact upon aviation operations.

Monitor performance against standards, investigating and addressing poor performance, anticipating future trends and adapting products and procedures to ensure consistent performance, maintain brand standards and anticipate and manage changes to aviation operations as a consequence of external factors and ensure effective communication with customers.