Airline Passenger Service Agent - PM/Evening Shift

Alliance Ground International•Phoenix, AZ

10d•$18 - $19•Onsite

About The Position

The Passenger Service Agent provides customer-facing service throughout the passenger journey, from check-in and baggage drop through boarding and arrival. The role involves assisting travelers at ticket counters, gates, departure lounges, and arrivals while following safety, security, and airline-specific procedures. Agents provide accurate travel information and help ensure passengers and their luggage are in the right place at the right time. The position includes handling reservations, ticketing, itineraries, fares, refunds, baggage charges, baggage concerns, and flight documentation. Agents coordinate passenger movements and flight information with flight crews, ground teams, and airport vendors. Afternoon and night shifts are required. Professional fluency in spoken and written Mandarin is required.

Requirements

Be at least 18 years of age.
Have a high school diploma, GED, or equivalent work experience.
Have authorization to work in the United States or Canada, as applicable to the work location.
Complete SIDA training to obtain airport authority identification security.
Professional fluency in spoken and written Mandarin.
Work afternoon and night shifts.
Communicate effectively and professionally in person and via radio with flight crew, gate agents, customers, and ground crew.
Use computer systems and perform basic math for payments and fees.
Apply critical thinking to troubleshoot passenger reservation issues, excess baggage charges, and visa documentation.
Manage time effectively in a fast-paced environment and report to work regularly and on time.
Be willing to wear the prescribed uniform and insignia and maintain a favorable professional appearance.
Lift, carry, push, pull, and move items weighing 70 pounds or more regularly; repetitively lift 40 to 50 pounds onto raised surfaces; stand for extended periods; carry heavy items up and down jetway stairs; remain alert to moving vehicles, equipment, and aircraft; and use radio equipment.

Nice To Haves

One or more years of relevant experience.
Airline experience.
Previous face-to-face customer service experience.
Vietnamese language skills.

Responsibilities

Provide customer service according to AGI and airline-specific standards.
Maintain safety and security while performing all duties.
Handle customer interactions professionally and efficiently at ticket counters and gates.
Assist with reservations, ticket preparation and issuance, itineraries, fare calculations, refunds, baggage checking, and excess baggage charges.
Respond empathetically to ticketing and baggage complaints; conduct lost-and-found activities, initiate baggage tracing, process claims, and maintain required records and reports.
Answer questions about flight schedules, fares, and general travel information.
Meet aircraft at gates or loading areas and perform duties in departure lounges and at boarding gates during passenger enplaning and deplaning.
Check passenger tickets and documents for validity and arrange accommodations for reservations, standbys, and luggage.
Determine flight close-out times, prepare and check flight forms, and complete post-departure procedures.
Communicate flight movement messages among the gate, ground handling team, flight crew, and airport vendors.
Follow procedures for accepting passengers' dangerous goods.
Report hazards, near misses, incidents, accidents, dangerous occurrences, and serious or immediate workplace dangers to a manager or supervisor.
Follow company and carrier safety and security procedures, cooperate with management on legal requirements, and attend required training.