Passenger Service Agent

Alliance Ground International • Columbus, OH

5d • Onsite

About The Position

As a Passenger Service Agent at Alliance Ground International (AGI), you will support travelers throughout their airport journey, from check-in and bag drop through boarding and arrivals. This customer-facing role focuses on keeping passengers informed and directing them to the right place at the right time while providing professional, high-quality service and following safety, security, and airline-specific procedures.

AGI provides ground-handling services to more than 100 airlines at 61 airports across the United States and Canada. The company reports more than 12,000 team members, supporting over 1.5 billion kilos and more than 400,000 departures. AGI emphasizes service quality and safety.

Requirements

• Be at least 18 years of age.
• Have a high school diploma, GED, or equivalent work experience.
• For work in the United States, have authorization to work in the United States as defined by the Immigration Reform Act of 1986; for work in Canada, have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.
• Complete SIDA training to obtain airport authority identification security.
• Communicate professionally and effectively, verbally and via radio, with flight crew, gate agents, customers, and ground crew.
• Give passengers directions and information verbally and/or through overhead announcement systems, and respond to repetitive questions in a friendly manner.
• Use computer systems in daily work.
• Apply critical thinking to troubleshoot passenger reservation issues, process excess baggage fees, verify visa documentation, and address related matters.
• Use basic math to process payments for upgrades and excess baggage fees.
• Manage time effectively in a fast-paced environment and report to work regularly and punctually.
• Wear the prescribed uniform and insignia and maintain personal appearance and grooming that present a favorable corporate image.
• Lift, carry, push, pull, and move items weighing 70 pounds or more regularly, and repetitively lift 40 to 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.

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 throughout the passenger journey.
• Ensure safety and security are maintained and follow applicable procedures.
• Handle customer interactions professionally and efficiently at ticket counters and gates.
• Assist with reservations, ticket and itinerary preparation and issuance, fare calculations, refunds, baggage checking, and excess baggage charges.
• Address ticketing and baggage concerns and complaints; perform lost-and-found activities; initiate baggage tracing; 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 support passenger enplaning and deplaning in departure lounges and at boarding gates.
• Check passenger tickets and documents for validity and arrange accommodations for reservations, standby passengers, and their luggage.
• Determine flight close-out time; prepare, complete, and verify flight forms; and complete post-departure procedures.
• Coordinate flight movement messages between 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, wellbeing, safety, and security; cooperate with managers and supervisors; and avoid misuse of company-provided safety resources.
• Report dangerous work situations, hazards, near misses, incidents, accidents, and dangerous occurrences to a manager or supervisor.
• Work in accordance with provided information, training, and safety and security procedures; understand AGI policies and attend required training.

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