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Passenger Service Agent - Madrid Airport

On-site in Madrid·Full-time·Added yesterday (last checked 29 Oct)

Air Europa

20 open roles

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Our summary

Hours: Rotating shifts · Includes weekends
Work mode: On-site, Madrid
Contract: Permanent, full-time hours
English: Required

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This job advert was originally written in Spanish.

Requirements

What we're looking for

Previous experience in handling and passenger service: Your knowledge of the airport environment will allow you to act with ease, understand the operations, and respond quickly to changes or incidents.
Decision-making capacity in short timeframes: Having initiative and confidence will help you resolve complex situations while maintaining calm and offering a quality experience.
Natural autonomy and proactivity: You will make decisions, prioritize tasks, and stay ahead of possible incidents, which will allow you to bring great value to the team from the start.
Proficiency in English (minimum C1): This will allow you to communicate with international customers and ensure that every traveler feels supported regardless of their language.
Comfort with rotating shifts (M-A-N and weekends): Fitting into the operational dynamics of the airport will ensure you enjoy the rhythm, energy, and diversity of the environment.

Pay & benefits

What you'll get

Tickets for you, your family, and friends: Access to special rates with our airline and with partner companies to travel to all our destinations. A real opportunity to enjoy the world from within the sector.
Continuous learning in a unique environment: You will experience the daily operations of a major international hub, developing judgment, agility, and decision-making in real situations.
Stability and permanent contract.
Growth within the aviation sector: You will be able to develop your career within a global company, with real possibilities for internal mobility towards operations, customer service, coordination, or support areas.
People-oriented culture: Teamwork, innovation, and customer orientation as real values that shape how we collaborate, support one another, and make decisions.

The role

You will be part of the ground team that ensures every trip with our airline is a smooth, human, and close experience, even in the most challenging moments. Here, your work has a direct impact on the peace of mind of thousands of people every day. You will join one of the leading airlines between Europe and America, within an innovative, sustainable, and customer-oriented company, where you can grow professionally and experience the unique energy of the airport environment.

Your mission: You will be the one to guarantee that, even when operations deviate from what was planned, the passenger experience remains human, caring, and transparent. Your ability to anticipate and provide solutions will make the difference in their journey.

You will contribute to ensuring our operations in Madrid-Barajas maintain the quality standard that characterizes us, securing critical connections and managing irregularities with agility, empathy, and precision.

What you'll do

You will accompany passengers affected by irregular operations, offering them the necessary information and solutions.
You will coordinate with HCC the delivery of compensations and alternatives for each case.
You will analyze the operation in real time to anticipate missed connections and activate preventive measures.

Ready to be part of this journey?

Ready to be part of this journey? If you are excited about working in the heart of a major airport, surrounding yourself with passionate people, and being key to ensuring every passenger has a memorable experience, we would love to meet you.

About Air Europa

Air Europa is a major Spanish airline headquartered in Llucmajor, Mallorca, operating scheduled passenger and cargo flights to Europe, the Americas, Africa, and the Middle East. As part of the Globalia group, it is one of Spain's leading carriers, with a fleet of Boeing aircraft and a strong focus on transatlantic routes. The airline employs thousands of staff across its operations, including flight crews, maintenance engineers, and corporate functions.

In Spain, Air Europa has significant operations in Madrid (its main hub), Palma de Mallorca, and other cities, with a large workforce in technical, operational, and administrative roles. The company offers opportunities for international professionals, particularly in aviation maintenance, flight operations, and corporate functions, with roles often requiring Spanish language skills. Its culture is rooted in Spanish aviation, and it provides a dynamic environment for those seeking careers in the airline industry.

Industry: Airlines
Founded: 1986
Employees: 5,000–10,000
Headquarters: Llucmajor, Spain
In Spain: Madrid, Palma de Mallorca, Llucmajor

Good to know if you are moving

Air Europa is headquartered in Llucmajor, Mallorca, but its main operational hub is Madrid-Barajas Airport, where most roles are based.
The airline is part of the SkyTeam alliance, offering global connectivity and potential career mobility within partner airlines.
Many technical and operational roles require Spanish, but English is also valued, especially for international routes.
The company offers roles in aviation maintenance, flight operations, and corporate functions, with opportunities for career growth in a major European airline.
As a subsidiary of the Global Air Group, Air Europa benefits from the resources and stability of a larger aviation group.

In their own words

Additional information

Air Europa actively works to reduce its environmental and social impact and promote a diverse, inclusive, and sustainable environment. Through its Equality Plan, diversity and inclusion policies, and internal regulations, it promotes equal opportunities and professional development in conditions of equity.

All open roles at Air Europa