Passenger Service Agent 28O25

The Passenger Service Agent plays a crucial role in the overall customer service experience at airports and airlines, ensuring that passengers’ needs are met both on the ground and during boarding. This role requires excellent communication skills, patience, and the ability to handle dynamic and sometimes challenging situations, ensuring smooth operations. The Passenger Service Agent is responsible for assisting passengers with their journey, from check-in to boarding, while enforcing airline rules and regulations. The ideal candidate for this position will be someone who thrives in a fast-paced environment, possesses excellent problem-solving skills, and can work effectively both as a part of a team and independently. This position demands a high level of empathy and a proactive attitude towards passenger satisfaction and safety.

Responsibilities

• Assist passengers in the check-in process, ensuring a smooth entry.
• Verify passenger identification and travel documents for international flights.
• Operate the check-in counters and kiosks to process boarding passes.
• Handle passenger inquiries and concerns both in-person and via the phone.
• Coordinate with flight crew regarding special passenger needs or requests.
• Manage passenger seating arrangements and process upgrades as necessary.
• Facilitate boarding by ensuring passengers follow boarding announcements.
• Enforce safety regulations and airline policies during check-in and boarding.
• Provide assistance to passengers with disabilities or special requirements.
• Communicate and collaborate with luggage service teams for baggage management.
• Address and resolve complaints swiftly to enhance customer satisfaction.
• Maintain clear and concise communication to ensure efficient operation flow.

Requirements

• High school diploma or equivalent; further education is a plus.
• Previous experience in customer service, preferably in an airline setting.
• Excellent communication and interpersonal skills with diverse individuals.
• Proficiency with airline computer systems and reservation tools.
• Ability to work flexible shifts, including nights and weekends.
• Strong problem-solving skills and the ability to act promptly and tactfully.
• Multilingual abilities are advantageous in this customer-facing role.