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 boarding, baggage handling, ticketing, and flight movement coordination
Domain
aviation + ground handling
Deliverable
physical/clinical work
Required skills
customer service, safety compliance, ticketing, baggage handling, flight schedule 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 counter and gate; make and assist with reservations, ticket issuance, and fare computation; check passenger tickets and documents for validity; perform lost and found activities and process baggage claims; meet aircraft at gate to assist with enplaning and deplaning; determine flight close-out time and complete post-departure procedures; communicate flight movement messages between gate, ground handling team, flight crew, and airport vendors; follow procedures for acceptance of Dangerous Goods.
Seniority
Entry-level to Junior, hands-on IC