Passenger Service Agent
About The Position
The Passenger Service Agent (described in the role purpose as Lobby Agent) assists passengers in the airport terminal by providing customer service, managing lobby flow, and supporting airline check-in and operational activities. The role helps create a positive travel experience by assisting with directions, kiosks, baggage procedures, and general airport inquiries while keeping lobby operations efficient and organized. Availability to report as early as 4:00 AM is required. The position involves frequent interaction with passengers, airline staff, and airport personnel in a busy, high-noise airport environment with high passenger traffic. Employees must follow airline and airport procedures, security requirements, company policies, and workplace health and safety rules. The company prohibits alcohol and drug misuse and conducts regular testing under its Substance Misuse Policy.
Requirements
- High school diploma or GED.
- Must be 18 years of age or older.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced, customer-focused environment.
- Basic computer proficiency and ability to learn airline systems.
- Ability to remain professional under pressure and manage difficult situations calmly.
- Ability to work flexible schedules, including nights, weekends, holidays, and overtime as needed; must be available as early as 4:00 AM.
- Reliable attendance and punctuality.
- Must have reliable telephone and transportation.
- Must be able to take verbal direction in English and read, write, understand, and carry out instructions in English.
- Must pass pre-employment and random drug tests.
- Must pass a pre-employment background check.
- Must meet requirements to obtain a security-sensitive identification badge.
- Previous customer service, hospitality, retail, or airport experience is listed.
Responsibilities
- Greet passengers and provide professional customer service in airport lobby and check-in areas.
- Assist passengers with self-service kiosks, check-in procedures, boarding passes, and baggage tagging.
- Direct passengers to appropriate lines, gates, ticket counters, or airport services.
- Help manage passenger flow and reduce congestion in lobby and check-in areas.
- Assist passengers with special needs, families, and travelers requiring additional support.
- Verify travel documents and identification as required by airline procedures.
- Communicate flight updates, delays, and operational changes to passengers professionally.
- Ensure compliance with airline policies, airport procedures, and security requirements.
- Coordinate with ticketing agents, baggage service teams, wheelchair attendants, and airport operations staff.
- Monitor lobby areas for safety concerns, suspicious activity, or operational issues and report them promptly.
- Maintain a clean, organized, and welcoming passenger service environment.
- Support irregular operations during delays, cancellations, and peak travel periods.
- Perform other duties as requested.
- Take reasonable care of personal and others’ health, safety, and wellbeing in accordance with workplace information, training, and safety rules or procedures.
- Adhere to company policies and procedures and participate in achievement of company objectives.
- Treat all information as confidential.
- Wear the required uniform or business attire and keep identification badges visible.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
