Passenger Recovery Officer

About us

At Brussels Airlines, we are passionate about connecting people, economies, and cultures. As Belgium’s home carrier and one of the four network airlines of the Lufthansa Group, we fly from the heart of Europe to over 90 destinations worldwide, including 17 across Sub-Saharan Africa.

As proud ambassadors of Belgium, we bring the world to Belgium and the best of Belgium to the world: from collaborations with Michelin-starred Belgian chefs to our Belgian Icon aircraft adorned with national legends, we celebrate creativity and the amazing things our country has to offer. 

Ranked number 4 in 2025 in Randstad’s Employer Brand charts, we are driven by passion, ownership, team spirit, excellence and respect.

Who are we looking for?

The Passenger Recovery Officer (PRO) is a key function in the Ground Operations’ BRU Hub strategy of making our irregularity processes customer centric.

This function operates in a polyvalent, supportive and two-fold manner within BRU hub:

• The PRO is responsible for operational support towards Passenger Services in case of irregularities and will be dispatched throughout the airport.
• The PRO performs sales and recovery activities at the Brussels Airlines Ticketing office.

And that could be you! Curious what your responsibilities would look like?

The PRO is responsible for operational support towards Passenger Services and full irregularity handling to ensure smooth operations throughout the airport.

• Providing operational support as part of the mobile team at Brussels Airport when faced with irregularities (e.g. re-enforcing gates in case of disruptions or high amount of denied boarding cases)
• Assure correct and complete irregularity handling for all flights out of Brussels, according to SN procedures
• Actively monitoring the inbound flight schedules to avoid or handle misconnecting guests
• Ensure back-up of various sub-activities within airport operations such as check-in, boarding and ticketing.
• Be the on the field link between the Hub control Center and the other operational department within Brussels Airport

The PRO ensures a customer centric handling for our guests during irregularities.

• Ensure all mandatory EU261 care is giving to guests in case of irregularities (Including, but not limited to: misconnections, short connections, cancelled flights, …)
• Optimize the customer journey by bringing solutions to our guests during irregularities (through digital channels or interaction with guests), while minimizing the cost impact
• Provide active queue management towards guests in case of irregularities in order to inform guests and/or find solutions as fast as possible (e.g. checking if queueing guest was already rebooked via OPR).

Service guests of different airlines (SN, LH, LX, OS, OU, EW) at Brussels Airport to ensure correct customer service and ticketing sales.

• Be responsible for airport ticketing, sales activities, customer services according to the applicable procedures and optimization of the guest relationship.
• Be responsible for sales and reservations of tickets for Brussels Airlines’ guests and other carriers (LH, LX, OS, EU, OU) assuring routing possibilities, fare calculation, payment modalities, excess baggage charges in order to guarantee an efficient and guests-oriented commercial service delivery that maximizes customer satisfaction.
• Assure correct and complete information towards passengers and overall correctness of information in order to guarantee a correct implementation and knowledge of the IATA rules, regulations and internal rules.
• Be responsible for providing information regarding tariffs, regulations, product features and other relevant information in order to liaise in a front-line position towards code share partners, travel agencies, tour operators and airport handling staff.
• Anticipate and assist in irregularities affecting passengers in order to involuntary reroute the passenger in balancing an efficient, swift solution as well as cost- effectiveness for the airline.
• Reroute, recalculate and reissue any ticket as requested by the passenger in order to ensure correct and complete travel documents.

Your profile

At Brussels Airlines, we believe in making people grow. Therefore, we are not looking for white ravens: we are looking for people that match with our company’s goals and culture, and that can elevate us to even higher heights.

• High school diploma or equivalent through experience
• 2 years experience as check-in and boarding agent
• 1 year experience as a ticketing agent
• Theoretical and practical knowledge of reservation, re-routings, create and customize reservation files + knowledge of reservation system, ticketing & tariffication procedures
• Valid driver’s license B
• Fluency in English, French and Dutch
• All-round knowledge of the airport working procedures & process flow
• Customer orientated, stress resistant and flexible
• Good organization and social skills, with a high dose of team spirit
• Commercial insight & attitude
• Discrete and a flair for diplomacy
• Basic mathematical insight & skills

What’s in it for you?

• Never a dull day: a challenging job in aviation, where entrepreneurship, collegiality and a hands-on spirit are at the heart of our approach. 
• Awesome colleagues: a talented, international team fully dedicated to soaring to new heights together in an empowering environment. Experience the combination of the freedom to make the role your own and excellent teamwork!
• Continuous personal and professional development: enjoy broad training possibilities in both the Becademy  as in the Lufthansa Group network. Seize the opportunity to experience a colleagues job. Or take advantage of Lufthansa Group’s international career opportunities!
• Travel discounts: you and your family can explore the world at very attractive flight and hotel rates. And even for your friends you can fix special deals!
• A people-oriented environment with more than 3500 colleagues and more than 60 nationalities. At Brussels Airlines, there is room for everyone – but not for discrimination. Diversity and inclusion are celebrated, and we do everything to create a company culture that feels like coming home.

And of course, we offer the more general perks:

• An attractive salary, in line with your experience and competences, with a flexible reward plan that allows you to further optimize part of your salary
• CLA90 bonus and profit sharing when collective targets are met
• Meal vouchers with a value of 8 per day
• Eco vouchers with a value of 110 per year
• Health insurance for you and your family at favourable rates
• Pension insurance, including insurance coverage of 2 years in case of long-term illness
• Bike allowance and/or public transport subscription
• “Benefits at work” employee discount platform
• 27 vacation days + extra seniority holidays

Ready to join our good company? Apply now!

Applicants will be contacted as of November 2025.