Passenger Service Agent

The Passenger Service Agent is a vital part of the air travel industry, providing indispensable services to ensure that passengers have a seamless experience from check-in to boarding. This role is customer-facing and requires exceptional interpersonal skills to address and manage the needs and inquiries of travelers. The Passenger Service Agent is tasked with various duties such as checking in passengers, issuing boarding passes, answering queries, assisting with luggage, and ensuring compliance with safety standards. The ideal candidate is calm under pressure, has good problem-solving skills, and can handle multiple tasks simultaneously while maintaining a friendly demeanor. This job may require working in shifts, including nights, weekends, and holidays, in a fast-paced airport environment.

Responsibilities

• Manage passenger check-in process efficiently and courteously to ensure a smooth boarding process.
• Verify travel documents such as passports and visas for international travel compliance.
• Assist passengers with special needs, including wheelchair assistance or extra support.
• Handle customer inquiries and complaints in a professional and timely manner.
• Provide detailed and accurate information regarding flight times and gate numbers.
• Coordinate boarding procedures and announcements for passenger facilitation.
• Ensure all passenger service activities comply with safety and regulatory standards.
• Resolve issues related to lost or damaged baggage to ensure customer satisfaction.
• Prepare and distribute any necessary flight reports and documentation as required.
• Work in collaboration with airport staff to ensure operations are running smoothly.
• Process payments for excess baggage or other additional services promptly.
• Monitor and manage on-time departures by optimizing boarding procedures and protocols.

Requirements

• High school diploma or equivalent is required for consideration.
• Prior experience in a customer service role, ideally in the airline industry.
• Excellent communication and interpersonal skills to interact with diverse passengers.
• Ability to work in a fast-paced, high-pressure environment while maintaining composure.
• Proficiency with computer systems and ability to quickly learn airline software.
• Flexible availability to work varied shifts, including evenings and weekends.
• Strong problem-solving skills and attention to detail for effective passenger service.