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 Baggage Services Agent plays a crucial role in ensuring a customer-centric approach to baggage irregularities. This function combines proactive guest interaction, administrative follow-up, and in-depth tracing activities to guarantee that our guests receive accurate information and solutions regarding their delayed or missing baggage.
The position
1. Proactively contact guests whose baggage file remains open after 5 days, explain procedures, and request necessary documents. Perform in-depth tracing of all open files after 5 days to locate baggage. If unsuccessful, prepare the file for transmittal to Customer Relations for compensation.
2. Handle all communications regarding secondary tracing via phone, WorldTracer system, email (internal and external).
3. Provide helpdesk services by answering specific questions and offering solutions to meet guests’ needs during baggage irregularities.
4. Follow up on open files using global baggage tracing to ensure correct dispatching, delivery, and customer contact.
5. Manage baggage-related inquiries on social media.
6. Take over complex luggage issues from Lost & Found services and centralized call centre, finding solutions for guests.
7. Monitor subcontracted baggage tracing activities in Brussels and outstations, including file follow-up and coordination with delivery companies or handling agents.
8. Maintain and prepare Lost & Found-related statistics for reporting to the Baggage Services Teamleader (e.g., fault station analysis, quality dashboard reports).
9. Perform quality control of Lost & Found handlers in our network and follow up on improvement actions.
10. Act as back-up for the Baggage Services Teamleader during absences for all baggage-related advisory matters.
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.
11. Higher secondary education
12. Trilingual Dutch/French/English (spoken & written)
13. Experience in baggage handling and secondary tracing is an asset
14. Very good administrative skills, accurateness is a must
15. Good communication skills and assertiveness
16. Problem solver attitude and team player mind
17. Able to comply with rules and regulations, good sense of responsibility and work ethics
18. Stress resistant
19. Flexible mindset: as back-up/stand-by for operational needs, adaptable to a very changing environment, and being able to work in a multicultural environment.
What’s in it for you?
20. Never a dull day: a challenging job in aviation, where entrepreneurship, collegiality and a hands-on spirit are at the heart of our approach.
21. 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!
22. 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 colleague's job. Or take advantage of Lufthansa Group’s international career opportunities!
23. 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!
24. 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.
Please note: This is a fixed-term role for maternity leave replacement, limited to a maximum of 12 months (= temporary contract).
And of course, we offer the more general perks:
25. 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
26. CLA90 bonus and profit sharing when collective targets are met
27. Meal vouchers with a value of 8 € per day
28. Eco vouchers with a value of 110 € per year
29. Health insurance for you and your family at favourable rates
30. Pension insurance, including insurance coverage of 2 years in case of long-term illness
31. Bike allowance and/or public transport subscription
32. “Benefits at work” employee discount platform
33. 27 vacation days + extra seniority holidays
Ready to join our good company? Apply now!