Description

RESPONSIBILITIES:

• Check the right of the applicant to present
• claims of passengers from any flight of the Airline.
• Register claims and conduct an internal investigation on all claims of passengers from any flight of the Airline.
• Check that passengers have all the necessary documents that give the passenger the right to file a claim (check the validity of the claim against the airline).
• Conduct internal investigations on claims and complaints received from passengers regarding baggage (loss, theft, damage to baggage or personal belongings during transportation) from any flight of the Airline.
• Provide passengers of any flight of the Airline with official responses on the results of an internal investigation of claims within the time limits established by the legislation of the Republic of Kazakhstan.
• Track, if necessary, the receipt by the addressee of the correspondence with the answer.
• Provide passengers with interim information on the progress of claims handling, if necessary and at the request of passengers.
• Request from representatives and service companies materials on the search for baggage (flight documentation) and information necessary for conducting an internal investigation on claims of passengers from any flight of the Airline.
• Prepare documents for payment of compensations to passengers on claims from any flight of the Airline.
• Generate reports (number of claims, amount of payments and others) at the request of the immediate supervisor, as well as at the request of the financial department of Air Astana JSC.
• Prepare the developed documentation of the baggage tracing department for archiving, in accordance with the requirements of Air Astana JSC.

REQUIREMENTS:

• Knowledge of passenger ground handling processes, baggage, cargo and mail.
• Knowledge of the regulatory and legal framework of civil aviation, international and approved in the Republic of Kazakhstan.
• Knowledge of international norms, standards and recommendations of ICAO, IATA in thefield of organization and execution of transportation by air transport.
• Preferably knowledge of the technology of searching for baggage in the international system of searching for baggage World Tracer.
• Literacy drafting and writing skills (in English and Russian languages , in the Kazakh language.