Roxana Nicoleta Scarlat

• Checks Gate and Check-in
• Monitored and reported weekly KPIs to track account performance and support strategic decisions
• Managed employee training for all new recruits over a 12 month period, offering continuous advice,guidance , and mentorship on duties and best practices
• Oversaw the induction training programme for all new employees and reported on improvement areas to management

• Supervised and coordinated check-in and gate agents to ensure smooth daily operations
• Monitored compliance with airline procedures, safety regulations and service standards
• Oversaw passenger check-in,boarding processes, and on-time departure performance
• Acted as the primary escalation point for complex passenger issues and operational disruptions
• Managed staff allocation, shift coverage and break squedules during peak periods
• Conducted briefings and provided real-time guidance to staff during operations
• Managed irregular operations , including delays, cancellations,diversions and rebookings
• Supported and enforced IATA, airline, and airport regulations and procedures
• Monitored service quality and adresse customer complaints professionally
• Prepared operational reports and documentedincidents as required

• Assisted passengers with reports of delayed,lost or damaged baggage
• Tracked missing baggage and coordinated recovery with ground handling and other airports
• Arranged baggage delivery to passenger residences,hotels or designated locations
• Maintained accurate records and documantation for baggage cases and customer claims
• Coordinated with airport authorities,customs, and security when required

Key Duties & Responsibilities

Check-in

• Conduct passenger check-in for domestic and international flights in accordance with full-service airline policies and aviation authority regulations
• Verify passports, visas, and travel documentation to ensure compliance with immigration and security requirements
• Issue boarding passes, baggage tags, and process excess baggage in line with fare rules and cabin classes
• Provide personalized customer service to premium, frequent flyer, and special-assistance passengers
• Manage seat assignments, upgrades, standby lists, and last-minute itinerary changes
• Handle irregular operations (delays, cancellations, misconnections) and re-accommodate passengers following airline service standards

Gate

• Coordinate with flight crew, ramp, and operations teams to support smooth passenger flow and on-time departures
• Assist unaccompanied minors, passengers with reduced mobility, and other special service requests
• Ensure strict adherence to safety, security, and service quality procedures at all times
• Control boarding procedures, including priority, premium, and special-assistance boarding
• Make clear and professional public announcements regarding boarding, delays, and gate changes
• Verify boarding passes and documentation at the gate prior to aircraft boarding
• Resolve customer concerns at the gate with professionalism and discretion
• Finalize flight closure, complete departure documentation, and communicate load and passenger data to operations

Ticketing

• Issue, reissue, and refund airline tickets in line with fare rules and policies
• Calculate fares, taxes, and penalties accurately using reservation systems
• Manage reservations, changes, cancellations, and upgrades
• Provide flight schedules, fare information, and travel options to customers
• Handle involuntary changes due to delays, cancellations, or schedule changes
• Ensure compliance with airline policies and industry regulations
• Process payments and maintain accurate ticketing records