Passenger Service Agent

3d3 days ago

Alliance Ground International

US · Part-time · $32,000 – $45,000

About this role

From check-in and bag drop to boarding gates and arrivals, Passenger Service Agents keep traveling customers well-informed and in the right place at the right time. Following safety, security, and airline-specific procedures, agents place customer needs at the heart of every interaction while delivering first-class service.

Agents handle reservations, ticket issuance, fare calculations, refunds, and excess baggage charges at ticket counters and gates. They answer inquiries about flight schedules and fares while assisting passengers with ticketing, baggage, and travel information throughout their journey.

Alliance Ground International supports over 100 airlines across 61 airports in the U.S. and Canada with more than 12,000 team members. Agents coordinate with ground handling teams, flight crews, and airport vendors to manage flight movement messages and ensure smooth operations.

Agents meet aircraft at gates, verify passenger documents, manage close-out times, and complete post-departure procedures. They process lost and found items, handle baggage claims, and follow all procedures for Dangerous Goods acceptance while maintaining required records.

Requirements

Friendly and outgoing approach focused on outstanding customer service
Ability to ensure safety and security is never compromised
Knowledge of airline-specific procedures for ticketing, baggage, and Dangerous Goods
Skill in answering inquiries regarding flight schedules, fares, and general travel information
Capability to complete required records and reports of lost and found activities

Responsibilities

Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey.
Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate.
Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges.
Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, and process claims for damaged or lost baggage.
Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, and check passenger tickets and documents for validity.
Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
Follow procedures for passengers with regards to the acceptance of Dangerous Goods.