Overview
Job Summary
The Flight Controller – Check-In & Boarding Operations is responsible for coordinating, monitoring, and controlling all pre-departure passenger processes to ensure safe, compliant, and on-time flight departures. The role focuses on managing check-in activities, gate operations, boarding procedures, and real-time resolution of passenger service disruptions.
This position acts as the central control point between airport services, cabin crew, flight crew, load control, and dispatch to maintain operational efficiency and enhance the passenger experience.
Responsibilities
Key Responsibilities
1. Check-In Control & Coordination
2. Monitor check-in counters to ensure staffing levels and queue times meet service standards.
3. Oversee timely opening and closing of check-in based on flight schedules.
4. Ensure compliance with travel documentation, visa checks, and security procedures.
5. Coordinate special passenger handling (PRM, UMNR, VIP, group bookings).
6. Monitor baggage acceptance and coordinate with load control for weight and balance requirements.
7. Boarding & Gate Management
8. Supervise gate preparation and boarding readiness in line with departure timelines.
9. Ensure boarding announcements, passenger sequencing, and priority boarding procedures are correctly applied.
10. Coordinate final passenger reconciliation (no-shows, standby, upgrades).
11. Ensure accurate and timely closure of flights in the Departure Control System (DCS).
12. Resolve last-minute seating conflicts and cabin class discrepancies.
13. Irregular Operations Management
14. Manage delays, overbookings, missed connections, and aircraft changes.
15. Coordinate re-accommodation and gate changes in collaboration with network control and passenger services.
16. Communicate operational updates to relevant stakeholders to minimize disruption.
17. Implement contingency plans during high-traffic periods or disruptions.
18. Communication & Stakeholder Coordination
19. Liaise with cabin crew, flight crew, dispatch, ramp services, and airport authorities.
20. Provide real-time updates on passenger load status and boarding progress.
21. Ensure all departments are aligned to achieve On-Time Departure (OTD) targets.
22. Compliance & Safety
23. Ensure adherence to aviation security regulations and company procedures.
24. Maintain accurate records of boarding data, load sheets, and operational reports.
25. Escalate safety, security, or compliance concerns immediately.
Qualifications
Required Qualifications
26. Bachelor’s degree in Aviation Management, Business Administration, or related field (preferred).
27. Experience in airport operations, passenger services, or check-in supervision.
28. Strong knowledge of Departure Control Systems (DCS) and airport operational procedures.
29. Excellent communication skills in English (additional languages are an advantage).
30. Ability to work under pressure in a fast-paced, time-critical environment.
31. Strong decision-making and problem-solving abilities.
Key Competencies
32. Operational awareness
33. Time management and prioritization
34. Customer service excellence
35. Crisis management
36. Team coordination and leadership
Working Conditions
37. Shift-based role including nights, weekends, and holidays.
38. Primarily airport-based with real-time operational responsibility.
39. High-pressure environment with strict departure timelines.