Passenger Service Agent
About The Position
The Passenger Service Agent (described in the role purpose as Lobby Agent) assists passengers in airport terminal lobby and check-in areas. The role provides customer service, manages passenger flow, and supports airline check-in and operational activities, helping create an organized and positive travel experience. The employee must be available to start work as early as 4:00 AM. The position involves frequent interaction with passengers, airline staff, and airport personnel in a fast-paced, high-traffic, high-noise airport environment. The employee must follow airline and airport procedures, security requirements, company policies, and workplace safety rules; keep information confidential; and wear the required uniform or business attire with identification badge visible. The company conducts pre-employment and random drug testing, and applicants must pass a background check and meet requirements for a security-sensitive identification badge.
Requirements
- High school diploma or GED.
- Must be at least 18 years old.
- 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 calmly manage difficult situations.
- Ability to work flexible schedules, including nights, weekends, holidays, and overtime as needed; must be available to start as early as 4:00 AM.
- Reliable attendance and punctuality.
- Reliable telephone and transportation.
- Must be able to take verbal directions in English and read, write, understand, and carry out instructions in English.
- Must pass pre-employment and random drug tests and a pre-employment background check.
- Must meet requirements to obtain a security-sensitive identification badge.
- Must wear proper uniform or business attire as directed and keep identification badges visible.
- Ability to stand and walk for extended periods and assist passengers with light baggage when necessary.
- Ability to work in a busy, high-noise airport environment.
- Ability to use computers, kiosks, phones, and other customer service equipment regularly.
Nice To Haves
- Previous customer service, hospitality, retail, or airport experience.
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, and airport services.
- Manage passenger flow and help 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 and follow provided training and workplace safety rules or procedures.
- Adhere to company policies and procedures, participate in achieving company objectives, and treat all information as confidential.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
