About the Role The Operational Disruption Assistance Agent is responsible for delivering exceptional customer support to passengers affected by operational disruptions while also providing premium VIP assistance services within the airport environment. The role combines operational disruption management, passenger welfare coordination and high-touch VIP customer service to ensure passengers receive professional, efficient and personalised assistance throughout their journey. Acting as the face of CMAC on-site, the successful candidate will support passengers during irregular operations, coordinate accommodation and ground transport solutions, manage passenger communications and deliver seamless airport assistance services to VIP customers across arrivals, departures and connections. What Success Looks Like Passengers receive timely, accurate and empathetic support during operational disruptions. Operational incidents are managed efficiently with minimal impact on the customer experience. Accommodation, transportation and passenger welfare services are coordinated accurately and effectively. VIP passengers receive a seamless, discreet and personalised airport experience. Customer satisfaction standards are consistently achieved during both routine and high-pressure operational situations. All services, passenger movements and incident activities are accurately documented and reported. Company policies, operational procedures and regulatory requirements are fully adhered to.



Core Responsibilities Operational Disruption Management Manage passenger assistance during operational disruptions including cancellations, diversions, overbookings and missed connections. Provide passengers with alternative travel arrangements and rebooking solutions. Communicate clear, accurate and up-to-date information regarding available options and service updates. Coordinate accommodation, ground transportation and other welfare services as required. Support passengers at CMAC assistance desks and operational locations, ensuring a professional customer experience. Apply relevant company policies and passenger rights regulations, including EC261/2004 where applicable. Maintain high standards of customer care in fast-paced and high-pressure environments. Record passenger allocations for accommodation and transport services, ensuring complete traceability. Prepare reports relating to passenger assistance, accommodation, transportation and operational incidents to support internal validation and potential claims management. VIP Passenger Assistance Provide personalised meet-and-greet services for VIP passengers across arrivals, departures and transit connections. Welcome passengers upon arrival and accompany them throughout their airport journey. Assist with check-in, baggage services, Fast Track access, immigration, customs and security processes. Escort passengers to VIP lounges, boarding gates,

📌 Operational Disruption Assistance Agent (35 Hours Per Week) (España)
🏢 CMAC Group
📍 España