Passenger Service Agent (225-715)

A Passenger Service Agent plays a pivotal role in ensuring that an airline's customers have a pleasant experience while traveling. This position involves interacting with passengers during check-in, boarding, and deplaning procedures, providing assistance and guidance as needed. The ideal candidate will have excellent interpersonal skills and a dedication to providing high-quality customer service. A Passenger Service Agent must be capable of working efficiently in a fast-paced environment and handling sensitive and potentially stressful situations with tact and professionalism. This role is essential in building an airline’s reputation for customer service excellence and involves a direct impact on travellers’ entire journey experiences.

Responsibilities

• Assist passengers during the check-in process to ensure smooth departures.
• Coordinate with gate personnel to facilitate timely boarding of flights.
• Provide detailed information and directions to passengers throughout the airport.
• Address passenger inquiries and resolve any issues promptly and professionally.
• Ensure compliance with airport safety protocols and airline policies.
• Manage special assistance requests, including for the elderly and disabled passengers.
• Handle luggage inquiries and ensure proper baggage tagging and loading.
• Facilitate effectively between ground staff and airline personnel for continuous operations.
• Verify passenger documentation such as tickets, passports, or visas according to airline requirements.
• Assist in emergency procedures and provide clear communication to passengers in stressful situations.
• Provide lounge access information and assist with lounge entry when required.
• Maintain up-to-date knowledge of flight schedules and operational announcements.

Requirements

• High school diploma or equivalent; a degree in hospitality is a plus.
• Minimum two years of experience in customer service, ideally in aviation.
• Strong communication skills and a positive, friendly demeanor.
• Ability to work irregular hours, including nights, weekends, and holidays.
• Proficiency in multiple languages is highly desirable for diverse passenger interactions.
• Capability to handle stressful situations with patience and professionalism.
• Basic computer skills and the ability to quickly learn airline-specific software.