Passenger Service Agent
Core
Ensure traveling customers are kept well-informed and in the right place at the right time through check-in, bag drop, boarding gates, and arrivals.
Role type
frontline customer service agent (aviation ground handling)
Builds
passenger journeys and baggage handling for 100+ airlines across 61 airports in the U.S. and Canada
Domain
aviation + ground handling
Deliverable
physical/clinical work
Required skills
customer service, safety and security compliance, ticketing and reservation management, baggage handling, flight schedule and fare knowledge, document verification, radio communication, basic math, time management
Preferred skills
airline experience, face-to-face customer service experience
Technologies
computer systems, radio equipment, overhead announcement systems
Responsibilities
Handle customer interactions at ticket counters and gates; make and assist with reservations, ticket issuance, fare computation, and refunds; check passenger tickets and documents for validity; manage baggage checking, excess baggage charges, and lost/damaged baggage claims; answer inquiries regarding flight schedules and fares; coordinate flight movement messages between gate, ground handling team, flight crew, and airport vendors; enforce Dangerous Goods acceptance procedures.
Seniority
Entry-level, hands-on IC