Passenger Service Agent (225-910)

The Passenger Service Agent plays a vital role in the airline industry, serving as the primary point of contact for travelers as they navigate their airport journey. This role requires someone who excels in customer service, possesses excellent communication skills, and is capable of handling stressful situations with a calm demeanor. Passenger Service Agents are responsible for handling a variety of passenger needs, from check-in and ticketing to boarding and deplaning. They need to maintain updated knowledge of airline services and policies to provide accurate information to passengers. These agents often represent the airline's image and are crucial in ensuring a smooth and pleasant experience for passengers. Their responsibilities also include coordinating with various airport departments to ensure timely processes, handling baggage claims, and resolving any travel-related issues that may arise. This dynamic position demands adaptability, efficiency, and a desire to help people enjoy a seamless travel experience.

Responsibilities

• Assist passengers with the check-in process and verify travel documents.
• Manage ticketing and reservations, including booking and issuing tickets.
• Guide passengers through security checks to streamline boarding processes.
• Ensure boarding gates are managed efficiently and assist boarding aircraft.
• Handle passenger inquiries and provide information on flight schedules.
• Resolve customer issues and complaints promptly and respectfully.
• Coordinate with ground staff and flight crew to ensure timely operations.
• Update passengers on flight changes, cancellations, and delays promptly.
• Assist in processing passenger upgrades and standby arrangements.
• Facilitate smooth transfers and connections for transferring passengers.
• Maintain accurate records of passenger interactions and transactions.
• Assist with baggage services, including lost or damaged claim processes.

Requirements

• High school diploma or equivalent; additional education is a plus.
• Previous customer service or hospitality experience is highly preferred.
• Strong communication skills with the ability to interact effectively.
• Capability to work efficiently in a fast-paced, dynamic environment.
• Proficiency in computer systems and reservation software is advantageous.
• Flexibility to work irregular hours, including nights and weekends.
• Ability to stand for extended periods and lift heavy luggage.