Passenger Service Agent

Worldwide Flight Services, Inc. • Fort Worth, TX

4d

About The Position

The Passenger Service Agent provides customer service for airport and passenger operations. The role assists passengers with reservations, tickets, baggage handling, and travel information, and supports smooth boarding, deplaning, and ticket validation. It also involves handling lost-and-found inquiries, baggage claims, and airfreight shipments while following security protocols and contributing to operational efficiency.

Requirements

• High school diploma or GED equivalent.
• At least 1 year of experience in customer service or a related field.
• Ability to work varied shifts, including weekends, holidays, and nights.
• Strong verbal and written communication skills.
• Ability to lift and handle baggage weighing up to 50 lbs.
• Basic computer proficiency, including data entry and use of relevant software.
• Keep up to date on recurrent training as assigned.
• Ability to obtain and maintain an airport security badge.
• Ability to read, write, and speak English.

Nice To Haves

• Previous experience in an airport, airline, or logistics environment.
• Knowledge of ticketing, reservations, and fare calculation systems.
• Experience handling lost-and-found procedures or baggage claims.
• Strong organizational skills and attention to detail.
• Familiarity with airport regulations and procedures.
• Knowledge of international shipping and airfreight documentation.
• Proficiency in a second language for assisting international travelers.
• Strong conflict-resolution and problem-solving abilities.

Responsibilities

• Make reservations, issue tickets and itineraries, and compute passenger fares.
• Handle baggage check-in, collect excess baggage charges, and provide travel information.
• Assist passengers at boarding gates by checking ticket validity and processing boarding procedures.
• Manage arrangements for passengers with reservations and standby travelers, including their luggage.
• Determine flight close-out times and complete flight documentation accurately.
• Complete post-departure procedures, including invalidating tickets and finalizing reports.
• Trace lost articles, update passengers, and return found items.
• Process claims for lost or damaged baggage, settle minor claims on the spot, and forward larger claims to appropriate personnel.
• Receive and process airfreight shipments, determine routing, calculate rates, and prepare domestic and international shipping documentation.
• Maintain accurate airfreight inventory records for warehouse, dispatch, and delivery processes.
• Follow site security protocols and report breaches or suspicious activity to management or through the whistleblower program.

Benefits

• DailyPay app access to pay in advance.
• On-the-spot awards through the Awardco Platform, including gift cards.
• Multiple medical care options for full- and part-time employees.
• Travel discounts.
• Pet insurance.
• Discount shopping.
• Wellness programs.
• 401(k) program.
• Opportunities for internal mobility and transfers.

What This Job Offers

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