Passenger Service Agent

AGI•Palm Springs, CA

3d•$17

About The Position

Alliance Ground International (AGI) Passenger Service Agents provide customer-facing assistance throughout travelers’ airport journeys, including check-in, bag drop, boarding, and arrivals. The role focuses on keeping passengers informed and in the right place at the right time while providing professional service and following safety, security, and airline-specific procedures. Agents assist with reservations, ticketing, fares, refunds, baggage, boarding, flight documentation, and passenger inquiries. They coordinate flight movement information with gate staff, ground handling teams, flight crews, and airport vendors, and support passengers with concerns such as lost or damaged baggage. The role requires regular use of computer and radio equipment, effective communication, sound judgment, and the ability to work efficiently in a fast-paced environment. AGI is an independently owned ground handling company serving more than 100 airlines at 61 airports across the United States and Canada, with over 12,000 team members. The company emphasizes high-quality service, safety, diversity, and inclusion. Compensation is listed as 16.90; the posting does not specify a pay period or currency.

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 if the work location is in the United States, or authorization to work in Canada if the work location is in Canada.
Complete SIDA training to obtain airport authority security identification.
Communicate information and instructions effectively and professionally, verbally and/or by radio, and be able to give passengers directions or information verbally or through overhead announcements.
Use computer systems daily and demonstrate critical-thinking, basic math, and time-management skills.
Be able to handle repetitive passenger questions in a friendly, outgoing manner and work efficiently in a fast-paced environment.
Wear the uniform and insignia prescribed by AGI and maintain an appearance and grooming standard that presents a favorable corporate image.
Lift, carry, push, pull, and move items weighing 70 pounds or more regularly, and repetitively lift 40–50 pounds onto raised surfaces.
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.
Follow AGI health, safety, and security policies and applicable airline and company procedures.

Nice To Haves

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

Responsibilities

Provide customer service according to AGI and airline-specific standards while maintaining safety and security.
Assist customers at ticket counters and gates in an efficient, effective, and professional manner.
Make and assist with reservations; prepare and issue tickets and itineraries; calculate fares; issue refunds; check baggage; and collect excess baggage charges.
Handle customer concerns and complaints about ticketing and baggage; conduct lost-and-found activities; initiate baggage tracing; process claims for damaged or lost baggage and personal articles; and maintain related 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 while passengers board and deplane.
Check passenger tickets and documents for validity and arrange accommodations for reservations, standbys, and luggage.
Determine flight close-out times; prepare, complete, and check 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 passengers’ dangerous goods.
Take reasonable care for personal and others’ health, safety, security, and wellbeing; follow company and carrier procedures and training; report hazards, near misses, incidents, accidents, dangerous occurrences, and serious or immediate dangers; cooperate with supervisors; and attend required training.
Use computer and radio systems to communicate with flight crews, gate agents, customers, and ground crew, coordinate passenger movement and baggage handling, and make announcements or give directions.
Report to work regularly and on time.