Passenger Service Agent

Alliance Ground International • Detroit, MI

4d

About The Position

The Passenger Service Agent is a customer-facing role responsible for supporting travelers throughout their airport journey, from check-in and bag drop through boarding and arrival. The agent provides professional, helpful service while following safety, security, and airline-specific procedures. The role includes assisting with ticketing, reservations, baggage, passenger questions, boarding, and flight coordination in a fast-paced environment.

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.
• Be able to lift, carry, push, pull, and move items weighing 70 pounds or more, and regularly lift 40–50 pounds onto raised surfaces.
• Be able to 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.
• Communicate professionally and effectively verbally and via radio with flight crew, gate agents, customers, and ground crew.
• Use computer systems daily.
• Apply critical-thinking skills to troubleshoot passenger and reservation issues, process baggage fees, and verify visa documentation.
• Have basic math skills to process transactions for upgrades and excess baggage fees.
• Manage time effectively in a fast-paced environment and report to work regularly and on time.
• Wear the prescribed uniform and insignia 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 exceptional customer service according to AGI and airline-specific standards.
• Ensure safety and security are not compromised.
• Handle customer 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.
• Address customer concerns and complaints involving ticketing and baggage handling.
• Perform lost-and-found activities, initiate tracing for lost baggage, process claims for damaged or lost baggage and personal articles, 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 boarding and deplaning.
• Check passenger tickets and documents for validity and arrange accommodation for reservations, standbys, and luggage.
• Determine flight close-out times, prepare and verify 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 Dangerous Goods.
• Follow AGI health, safety, and security policies; report hazards and incidents; cooperate with supervisors; and attend required training.

Benefits

• Paid vacation.
• Medical, dental, and vision coverage for eligible full-time employees.
• Medical coverage for part-time employees.
• Free uniforms.
• Free on-the-job training.
• Company-matched 401(k) program.
• Company-paid employee assistance program.
• Voluntary life insurance.
• Travel discounts on car rentals, hotels, and cruises.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED