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Mishandled Luggage Officer

Status: Permanent Part-time

Reports to: Passenger Services Supervisor

Location: The role is based at Menzies Aviation – Sydney International Airport



People. Passion. Pride. This is what has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at 202 locations in over 34 countries, across six continents. But at the heart of our business is our people. If you are seeking a role with opportunities to learn and develop, this could be the beginning of an exciting journey. 

Join our dynamic team at Menzies Aviation, where we prioritise the well-being of our staff with unparalleled employment conditions at the Airport. Committed to excellence, we hold ourselves to the highest standards to maintain our position as the Ground Handler of choice. At Menzies Aviation, we invest in our people, fostering growth and development, resulting in the majority of our leaders being promoted from within the business. Elevate your career with us and be a part of an organisation that values both its employees and its commitment to exceptional service. Apply now for an opportunity to thrive in an environment where excellence is the standard.

We have exciting opportunities for experienced Mishandled Luggage Officers located at the Sydney International Airport and are looking for energetic, positive individuals who are passionate about delivering impeccable customer services. Our Mishandled Luggage officers are a critical part of our Passenger Services team and are responsible for assisting arriving passengers with any missing or damaged baggage across our 14 handled international carriers. Liaising with airlines, airports and passengers from all over the world, our Mishandled Luggage officers use their problem solving skills to resolve luggage issues to and deliver excellent outcomes to passengers. 

We offer industry leading rates for experienced operators starting at $30.37 per hour plus penalties and allowances.

Main Accountabilities include:

  • Take Property Irregularity Reports from passengers for missing or damaged luggage.
  • Trace missing baggage using client carrier systems and manual system.
  • Arrange delivery of on-hand baggage.
  • Process interim relief payments according to client carrier requirements.
  • Processing damaged baggage reports in accordance with the requirements of the client carrier.
  • Maintain constant communication with customers of status of missing luggage.
  • Duties as required operationally.


Skills and Experience:

  • Demonstrated previous experience in a mishandled luggage role or similar within aviation.
  • Efficient computer and typing skills.
  • Professional and courteous communication skills, both verbal and written.
  • High level attention to detail.
  • Excellent organisational skills and the ability to multi task.
  • A positive, can-do attitude.
  • Ability to problem solve and complete work accurately within a fast-paced environment.
  • Sound numerical skills.
  • Ability to work cohesively in a team environment.
  • Maintain a high standard of grooming and presentation.
  • Ability to lift 32 kgs.



Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity.  We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented.  Where everyone feels valued and can reach their full potential.  


Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role.  Please feel free to contact the hiring manager below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here


Application instructions:

To submit your application click APPLY! 

For further information, please contact


The closing date for submissions is COB 23 February 2024


Internal applicants are reminded to clear any application with their current line manager in advance of submitting.

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Sydney International Airport
Level 3, Suite 3-1215, Mascot, Sydney, Australia, 2020
  • Salary:
    Commensurate with skills and experience
  • Location:
    Sydney International Airport
  • Region:
    New South Wales & Australian Capital Territory
  • Function:
  • Vacancy Type:
    Part-Time Permanent
  • Closing Date:
    23 February 2024