Airport Operations and Customer Services (AO&CS)

Job Title: Officer – AO&CS

Job Summary/Objective:

To carry out safe, secure, and on-time operations in accordance with the Ground Operations Manual and all applicable procedures.

Roles & Responsibilities

Officer – AO&CS (Terminal Services)

Primary Responsibilities:

Reservations & Ticketing:

• Making reservations across the counter
• Selling of tickets
• Remitting cash to the concerned department
• Answering customer queries over the telephone

Departures:

• Attend pre-flight and post-flight briefings
• Set up check-in counters
• Screen checked-in baggage
• Maintain high-quality of check-in procedures
• Assist customers with special requests

Arrivals:

• Assist customers with special requests
• Assist customers with mishandled/damaged baggage and prepare necessary reports
• Coordinate with the baggage vendor for damaged bags
• Follow up with en-route stations regarding lost baggage

Post-Flight Departure:

• File all necessary flight papers

Job Title: Officer – Security

Functional Responsibilities:

• Maintain standards as per company requirements
• Ensure effective threat assessment and response capability
• Achieve departmental goals and follow up on implementation
• Perform duties as per the Security Programme
• Maintain performance standards and communicate with the shift
• Continuously monitor the Quality System and level of conformance
• Secure quality levels and optimize resource usage
• Be aware of emergency response procedures, rules, and regulations
• Acquire and maintain necessary job-related skills
• Maintain work procedures per company requirements
• Participate in development dialogue with team leaders
• Control theft and pilferage of company property

Job Title: Officer – AO&CS (Ramp)

Primary Responsibilities:

• Confirm the ETA of the flight from OCC or Navitaire system
• Receive bay number from Apron and relay it via R.T.
• Be present at the bay D–20 mins with all required equipment
• Record touchdown and chocks time, and relay it via R.T.
• Align the ramp correctly
• Ensure adequate coaches are available for deplaning
• Ensure baggage reaches arrival area before passengers
• Oversee cleaning and collect boarding clearance from cabin crew, then announce on R.T.
• Ensure loading is done as per the Loading Instruction Report (LIR)
• Post-departure, return all equipment to the transport yard
• Fill ramp documentation
• Ensure smooth, safe, and on-time operations during the flight

Requirements for All Roles

• Graduation is mandatory for freshers
• No visible tattoos allowed
• Flexibility to work in rotational shifts including night shifts
• Valid passport is mandatory
• Experienced candidates must submit:
  • Previous employment letters / experience certificates
  • AEP surrender copy (for those with aviation experience)

Equal Opportunity Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Company Overview: IndiGo

IndiGo is India’s largest and most preferred passenger airline and among the fastest-growing airlines globally.
We follow a simple philosophy: offer affordable fares, ensure on-time performance, and deliver a courteous and hassle-free experience across an unmatched network.

With a fleet of 400+ aircraft, IndiGo operates over 2,200 daily flights connecting 130+ destinations (including 40+ international). In the past year, we welcomed 113 million+ passengers on board.

We lead the industry with high on-time performance and one of the best Net Promoter Scores (NPS) in India. As we expand globally, our mission remains: delivering low cost without compromising quality.