Passenger Service Agent

AGI•Columbus, OH

2d•Onsite

About The Position

Alliance Ground International (AGI) Passenger Service Agents provide customer-facing service throughout the passenger journey, including check-in, bag drop, boarding, and arrivals. They keep travelers informed and help them reach the right place at the right time while following safety, security, and airline-specific procedures. The role focuses on delivering professional, efficient, and outstanding customer service. Agents assist with reservations, ticketing, fares, refunds, baggage, and travel inquiries. They support passengers at counters and gates, coordinate boarding and deplaning, handle baggage concerns and claims, and complete flight documentation and movement communications. AGI describes itself as an independently owned ground handling company serving more than 100 airlines at 61 airports in the U.S. and Canada, with more than 12,000 team members. The position requires regular and repetitive lifting and movement of heavy items, extended periods of standing, and carrying items on jetway stairs. Employees must follow AGI and carrier safety and security policies, attend required training, and report hazards and incidents. AGI is an equal opportunity employer committed to diversity and inclusion.

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 under the Immigration Reform Act of 1986 if the work location is in the United States, or authorization to work in Canada under the Immigration and Refugee Protection Act (IRPA) of 2001 if the work location is in Canada.
Complete SIDA training to obtain airport authority identification security.
Communicate information and instructions effectively and professionally in person and via radio; give passengers directions and information verbally or through overhead announcements.
Tolerate and answer repetitive passenger questions in a friendly, outgoing manner.
Have computer skills and basic math skills for processing transactions.
Use critical thinking to troubleshoot passenger and reservation issues, process excess baggage fees, and verify required visa documentation.
Manage time effectively in a fast-paced environment.
Be able to lift, carry, push, pull, and move items weighing 70 pounds or more, and regularly lift 40–50 pounds onto raised surfaces.
Stand for extended periods and carry heavy items up and down jetway stairs.
Remain alert to moving vehicles, equipment, and aircraft and use radio equipment.
Be willing to wear the prescribed uniform and insignia and maintain a favorable corporate appearance.
Follow health, wellbeing, safety, and security requirements and report hazards or incidents.

Nice To Haves

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

Responsibilities

Provide customer service according to AGI and airline-specific standards while maintaining safety and security.
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.
Address customer concerns and complaints related to ticketing and baggage; conduct lost-and-found activities, initiate baggage tracing, process claims, and maintain related records and reports.
Answer questions about flight schedules, fares, and general travel information.
Meet aircraft at gates or loading areas and assist with passenger boarding and deplaning in departure lounges and at gates.
Check passenger tickets and documents for validity and arrange for reservations, standby passengers, and luggage.
Determine flight close-out time; prepare, complete, and check flight forms; and perform 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.
Take reasonable care for personal and others’ health, wellbeing, safety, and security at work.
Cooperate with managers and supervisors on legal and company requirements, and report dangerous work situations, hazards, near misses, incidents, accidents, and dangerous occurrences.
Use provided training and follow AGI and carrier safety and security procedures and policies; attend required training courses.
Wear the prescribed uniform and insignia and maintain a professional appearance.
Communicate effectively with flight crews, gate agents, customers, and ground crew, including by radio and overhead announcement systems.
Use computer systems, troubleshoot passenger reservation issues, verify visa documentation, process fees and transactions, and manage tasks in a fast-paced environment.
Report to work regularly and punctually.