Passenger Service Agent

AGI • West Palm Beach, FL

9d • Onsite

About The Position

Passenger Service Agents provide customer-facing assistance throughout the air-travel process, from check-in and baggage drop through boarding and arrivals. They help travelers reach the right place at the right time while following safety, security, and airline-specific procedures. The role focuses on professional, efficient, and courteous service to passengers and coordination with airline and airport personnel.

Agents assist with reservations, ticketing, itineraries, fares, refunds, baggage, and passenger inquiries. They support boarding and deplaning, verify tickets and travel documents, coordinate flight communications, and complete flight and baggage records. They also handle customer concerns, lost and damaged baggage procedures, and acceptance requirements for dangerous goods.

Alliance Ground International (AGI) is an independently owned ground-handling company serving more than 100 airlines at 61 airports across the United States and Canada. AGI reports more than 12,000 team members and emphasizes service quality, safety, diversity, and inclusion.

Requirements

• Must be at least 18 years old.
• Must have a high school diploma, GED, or equivalent work experience.
• Must have authorization to work in the United States or Canada, as applicable to the work location.
• Must complete SIDA training to obtain airport authority identification security.
• Must be able to communicate information and instructions professionally and effectively, verbally and/or using radio equipment.
• Must be able to answer repetitive passenger questions in a friendly and outgoing manner and give directions or information verbally or via overhead announcements.
• Must use computer systems daily.
• Must be able to troubleshoot passenger reservation issues and verify required visa documentation.
• Must have basic math skills to process payments for upgrades and excess-baggage fees.
• Must be able to work in a fast-paced environment and manage time effectively.
• Must be able to lift, carry, push, pull, and move items weighing 70 pounds or more regularly, and repetitively lift 40 to 50 pounds onto raised surfaces.
• Must be able to stand for extended periods and carry heavy items up and down jetway stairs.
• Must remain alert to moving vehicles, equipment, and aircraft and be able to use radio equipment.

Nice To Haves

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

Responsibilities

• Provide customer service in accordance with AGI and airline-specific standards.
• Maintain safety and security throughout work activities.
• 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 to customer concerns and complaints involving ticketing and baggage.
• Conduct 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 accommodations for reservations, standby passengers, and luggage.
• Determine flight close-out times and prepare, complete, and verify flight forms; complete post-departure procedures.
• Coordinate 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, wellbeing, safety, and security; cooperate with managers and supervisors; and avoid misusing safety-related company provisions.
• Report dangerous work situations, hazards, near misses, incidents, accidents, and dangerous occurrences to a manager or supervisor.
• Follow safety and security instructions, policies, and training, and attend required training courses.
• Wear the prescribed uniform and insignia and maintain a favorable professional appearance.
• Communicate effectively with flight crew, gate agents, customers, and ground crew, including by radio and overhead announcements.
• Manage time effectively in a fast-paced environment and report to work regularly and on time.

Benefits

• Paid vacation.
• Medical, dental, and vision coverage for qualified 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