Passenger Services

AOTGA Passenger Service agents are the first contact point of the airline and act on behalf of airline customers. Thus, such responsibilities are delivered by AOTGA with the utmost care and speed.  AOTGA employees perform with essential skills to provide the highest degree of professionalism and hospitality in every situation that may arise.

Furthermore, AOTGA passenger service agents receive comprehensive training to efficiently take care passengers throughout their entire journey, starting from check-in counters, through boarding process, and up to takeoff. In addition to check-in services, these professionals are capable of assisting with matters such as lost and found items, arrivals, transfers, and airport ticketing.

• Check-in and Boarding - AOTGA passenger service agents warmly welcome passengers and smoothly handle their check-in procedures. We take pride in providing top-tier customer service at the forefront of passenger interactions. Our passenger service agents meticulously review all departure documentation for passengers, offering additional assistance and information as needed. Additionally, we handle the check-in of passenger baggage, furnish luggage tags, and inspect passenger luggage according to airline guidelines, addressing any additional charges when applicable.
  
  Our teams are entrusted with the responsibility of organizing the boarding and deplaning processes for passengers. When it's time for boarding, we verify each passenger's boarding pass and provide announcements regarding boarding times and flight-related updates. Passengers in the gate area adhere to specific boarding times based on their seating class and row, ensuring that no one is inadvertently left behind.

• Transit and Transfer Services - Passengers who have a transit/transfer stop of less than 24 hours between the departure and the arrival, or who continue their travel with the same or different airline company, or who continue their travel with the same flight number, our team will help you complete procedures at security, immigration, baggage drop off and collection.
   
• Lost and Found - Passenger service agents assist passengers who have lost items. Our team helps passengers with all baggage irregularities and ensures that they receive quick, dependable, and friendly service at all times.  

• Airport Ticketing - AOTGA is expected to sell flights and other products the airlines may offer, as well as assist passengers with inquiries or other requests, such as flight changes or cancellations, and collect charges for excessive baggage. We provide information regarding dates, schedules, availability, and ticket prices.
   
• Assistance for passengers with reduced mobility - AOTGA offers to assist and board passengers with special needs such as passengers with reduced mobility (PRM). Our professional teams are well-trained to deal with high-stress and fast-changing conditions.