Passenger Service Agent
Core
Ensure traveling customers are kept informed and in the right place at the right time through check-in, bag drop, boarding, and arrivals while following safety and security procedures.
Role type
Customer-facing Passenger Service Agent
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, ticketing and itinerary management, fare computation, baggage handling, lost and found procedures, flight schedule inquiries, document verification, dangerous goods acceptance, radio communication, computer system usage, basic math, time management
Preferred skills
Airline experience, face-to-face customer service experience
Technologies
Radio equipment, computer systems, overhead announcement systems
Responsibilities
Handle customer interactions at ticket counters and gates; make and assist with reservations and ticket issuance; process baggage checks, excess baggage charges, and claims for lost/damaged items; answer inquiries on flight schedules and fares; verify passenger tickets and documents at gates; complete post-departure procedures and flight forms; coordinate flight movement messages between gate, ground team, crew, and vendors; enforce dangerous goods acceptance procedures.
Seniority
Entry-level to Junior, hands-on IC