Baggage Service

Suvarnabhumi Airport, Samutprakarn

About LST

Lufthansa Services (Thailand) Ltd. a company of the Lufthansa Group, an aviation group with global operations covers the areas of passenger transportation, airfreight, and airline services. Currently we employed over 400 professionals providing airline ground services e.g. full range of passenger services, flight operations and cargo supervision at Suvarnabhumi International Airport and Bangkok Head Office. Our 20 years experienced, and exceptional services result an increasing range of business and customers. And due to our organization’s growth, we would like to invite experienced candidates and fresh graduates to join professional service team, for a position:

Get to know about this role

Baggage Service Agent is an important customer care personnel dealing with passenger’s lost belongings, handle delayed, damaged, or unclaimed baggage and operate the computer system used for tracking baggage. Baggage Service Agents shall be able to maintain self-control, think clearly under pressure, sympathetic, helpful and deal diplomatically with possibly irate passengers.

General responsibilities:

  • Serve customers with baggage inquiries at baggage belt and office incl. phone and e-mail service  Monitor and check arrival time of customer airlines and request 

MU and RC from BHS

  • Check for all flights “not load message” and compare with forwarding message 
  • Prepare Lost&Found flight information board 
  • Pro-actively inform passengers arriving without baggage and create PIR reports  
  • Ensure that “priority baggage service” provided for priority passengers  
  • Check left behind baggage at sorting area, problem bags and baggage storage room on a daily basis Arrange record for all baggage left unclaimed, so called “On Hand (DOH) ” 
  • Take care of left behind items on board or any found properties and record in World Tracer System (RFP) Check daily mishandled baggage records, any offloaded bags and previously received bags or any forwarding  message through World Tracer System  
  • Settle, within the authorization limits, claims and reimbursements to the passengers (e.g. offer cash advance  payments to top tier and premium class passengers) 
  • Check baggage information in World Tracer system (e.g. action file)  
  • Provide and advice baggage reclaims to airlines’ customers 
  • In case any delay of customer airlines, prepare the next ability of connecting flights 
  • Prepare overnight kits and cash advances according to class of travel and offer to passengers Prepare delivery vouchers in case forwarding information received in advance 
  • Follow-up proactively and timely all pending cases and inform progress and date/timing of items to be delivered to  passengers 
  • In case receiving bag misrouted, ensure to re-forward to final destination as soon as possible  When the baggage is restored, check the received type/condition of baggage and re-weight, as well as the tag and  reference prior to deliver the bag to passenger. 
  • Coordinate with baggage repairing agent and follow up damage cases to return to passengers on time. 
  • Investigate in case of major damaged baggage as well as pilferage 
  • Complete baggage reports and statistics 
  • To take on special tasks and deputation 


  • University degree
  • Strong communication skill in English (TOEIC 650) and good command of third language is a plus High level of service orientation Good perception and adaptability
  • Intercultural competence
  • Good PC user know-how
  •  Ability for shift work

Required documents

  • Resume  
  • Recent Photographs  
  • Copy of Transcript and Education Certificate  
  • Copy of TOEIC Certificate (valid for 2 years from the test administration date)  
  • Copy of Thai ID Card 

Please apply via Apply now

  • Mention in Subject Line as ‘Applicationfor Baggage Service Agent position -your name Attach supporting document to;