The Passenger Protection Analyst is responsible for ensuring timely, accurate, and proactive passenger communication and protection management during operational disruptions (IROPs). The role focuses on coordinating and executing passenger notification processes related to delays, cancellations, and reschedules through automated communication systems, while actively managing re-accommodation strategies to minimize customer impact.
This position oversees the end-to-end passenger protection flow, including rebooking validation, protection monitoring, hotel accommodation control, ground transportation coordination, and follow-up until passengers are successfully re-protected and uplifted on their new flight.
The Passenger Protection Analyst ensures alignment between Operations Control, Contact Center, Airport Teams, and Commercial areas to maintain service continuity, protect customer experience, and control disruption-related costs.
KEY ACCOUNTABILITIES:
Ensure timely activation of passenger notification processes for delays, cancellations, and schedule adjustments. Execute and validate mass communication campaigns through company-approved notification systems. Verify accuracy of message content, flight data, timing, and passenger segmentation prior to release. Monitor delivery performance and escalation of failed or incomplete notifications. Ensure communications are aligned with real-time operational decisions and IROP policy.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
High School Diploma required. Minimum 1–3 years of experience in airline operations, passenger services, contact center, or similar operational environments. Experience handling passenger disruptions, delays, or re-bookings is preferred. Strong organizational and coordination skills. Ability to work under pressure in time-sensitive situations. Experience using passenger communicati
