Passenger Service Agent

Alliance Ground International•Palm Springs, CA

4d•$17

About The Position

The Passenger Service Agent provides customer-facing support throughout the passenger journey, including check-in, bag drop, boarding, and arrivals. The role aims to deliver high-quality service while following safety, security, and airline-specific procedures and keeping travelers informed and in the right place at the right time. The agent assists with reservations, tickets, itineraries, fares, refunds, baggage, and passenger inquiries. They support boarding and deplaning, verify passenger tickets and travel documents, coordinate flight movement information with crew and ground teams, and complete flight forms and post-departure procedures. The role also includes responding to baggage problems and complaints, handling lost-and-found procedures, and following requirements for accepting dangerous goods. The job requires regular communication with passengers, flight crews, gate agents, ground crews, and airport vendors. Agents must use computer and radio equipment, work effectively in a fast-paced environment, and comply with AGI health, safety, security, and training requirements. The position has significant physical demands, including extended standing and moving heavy items.

Requirements

Must be at least 18 years old.
High school diploma, GED, or equivalent work experience.
For U.S. work locations, authorization to work in the United States as defined by the Immigration Reform Act of 1986; for Canadian work locations, authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.
Must complete SIDA training to obtain airport authority identification security.
Effective verbal communication skills, including the ability to communicate professionally by radio and answer repetitive passenger questions in a friendly manner.
Daily use of computer systems.
Critical thinking skills to troubleshoot passenger reservation issues, process excess baggage fees, and verify visa documentation, among other tasks.
Basic math skills to process payments for upgrades and excess baggage fees.
Time-management skills and ability to work efficiently in a fast-paced environment.
Ability to lift, carry, push, pull, and move items weighing 70 pounds or more; regularly and repetitively lift 40 to 50 pounds onto raised surfaces.
Ability to stand for extended periods and carry heavy items up and down jetway stairs.
Ability to remain alert to moving vehicles, equipment, and aircraft and to use radio equipment.
Willingness to wear the uniform and insignia prescribed by AGI and maintain a favorable corporate appearance.

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 passenger safety and security.
Handle passenger interactions professionally and efficiently at ticket counters and gates.
Assist with reservations, ticket and itinerary preparation and issuance, fare calculations, refunds, baggage checking, and excess-baggage charges.
Respond to ticketing and baggage concerns and complaints; perform 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 travel documents for validity and arrange accommodations for reservations, standby passengers, and their luggage.
Determine flight close-out times; prepare, complete, and check flight forms; and perform post-departure procedures.
Transmit flight movement messages among the gate, ground handling team, flight crew, and airport vendors.
Follow procedures for accepting dangerous goods.
Take reasonable care for personal and others’ health, safety, security, and wellbeing; cooperate with managers and supervisors on legal and company requirements.
Report hazards, near misses, incidents, accidents, dangerous occurrences, and immediate safety or security dangers to a manager or supervisor.
Conduct work according to provided information, training, and safety and security procedures; understand AGI policies and attend required training.
Communicate professionally with passengers and colleagues verbally and by radio, and provide directions or announcements as needed.
Use computer systems daily and apply critical thinking, basic math, and time-management skills.
Wear the prescribed uniform and insignia and maintain a favorable corporate appearance.
Report to work regularly and on time.