Baggage Claims Coordinator

Sunwing AirlinesSunwing Airlines Inc. Toronto, ON


IconDescription automatically generatedJoin us in making vacation dreams come true!


Are you searching for a fun, passionate, travel loving team?Sunwing has the EPIC work culture you have been searching for. We are currently looking for a Baggage Claims Coordinator to join us in making vacation dreams come true. As the Baggage Claims Coordinator, you possess exceptional customer service focus and genuine empathy for customers. Reporting to the Baggage Service Manager, you will be responsible for tracing and resolving customer concerns related to their mishandled baggage, from start to end. With the ability to be persistent, tenacious and demonstrate great investigative skills, you are able to analyze written and/or verbal communications. This role will be located in Toronto, Ontario. Apply now and have your career soar to new heights - under out wing!


Work Perks:

  • Hybrid Work Opportunities
  • Great travel perks!
  • Goodlife Corporate Discount
  • Comprehensive benefits package
  • RRSP Matching Program
  • Growth opportunities
  • Free Parking
  • Open concept, collaborative workspace
  • Fresh Café with delicious snacks and meals at a subsidized price!
  • Opportunity to give back through our social responsibility initiatives
  • See for yourself! @sunwinglife


What You’ll Do:


  • Baggage tracing & station tracing
  • Respond to all phone calls and emails related to the position
  • Maintain baggage database/tracing system World Tracer up-to-date
  • Keep passengers & stations updated on the status of their file/claim
  • Research and respond to customer service complaints
  • Analyze and investigate all claims received pertaining to delayed, lost or damaged baggage
  • Respond to written or telephone inquiries, update travel agents and customers on the status of their concerns, and provide consultation as appropriate on policy inquiries.
  • Timely and consistent communications with customers with open cases.
  • Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically or written
  • Solid understanding of company policies and procedures
  • Create and process rush and on-hand bags on WorldTracer and arrange an alternative flight for baggage delivery
  • Create and arrange courier delivery of bags to passenger addresses
  • Log lost and found items onboard and report to Central Baggage Manager/Supervisor
  • Respond to email communications within other stations and Central Baggage
  • Other duties as required




 What You’ll Need:


  • Exceptional customer service focus and has genuine empathy for customers.
  • Self-motivated with effective time management skills, able to manage a varied workload.
  • World Tracer knowledge an asset
  • Exceptional written, electronic, and oral communication skills
  • Highly organized and efficient
  • Skillful at analyzing written and/or verbal communications to determine the ‘meaning behind the words’; perceptive.


About Us:


Sunwing Travel Group is the largest vertically integrated travel group in North America and during this unprecedented time, we are continuing to search for top talent. We are looking for candidates who are EPIC (entrepreneurial, passionate, innovative, and customer-centric) to join our team and help deliver our purpose “passionate people making vacation dreams come true”.


We want to continue to do our part to help end this pandemic, protect our employees and those vacationing with us, and to support the travel industry’s full recovery. Sunwing requires full vaccination against COVID-19 for our new and existing employees. We will make accommodations for qualifying medical or religious exemptions.


To learn more about our vaccination policy, follow this link:

Also, learn more about our Safe with Sunwing commitment and how Sunwing is keeping its employees and customers safe here:


We thank all who apply however only those who meet the qualifications will be contacted.

At Sunwing, diversity is important to us, follow this link: to learn about how Diversity and Inclusion has always been, and continues to be, a top priority for us. We are proud that our workforce is made up of passionate people from all experiences and backgrounds. We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email