Passenger Service Agent

AGI • Detroit, MI

5d

About The Position

Passenger Service Agents provide customer-facing assistance throughout the airport journey, including check-in, bag drop, boarding, and arrivals. They keep travelers informed and help them reach the right place at the right time while following safety, security, and airline-specific procedures. The role focuses on delivering professional, efficient, and friendly customer service.

Agents assist with reservations, tickets, itineraries, fares, baggage, and passenger questions. They support boarding and deplaning, coordinate flight movements with flight crews and ground teams, and complete flight documentation and post-departure procedures. They also handle baggage concerns and lost-and-found processes.

Alliance Ground International (AGI) is an independently owned ground handling company serving more than 100 airlines at 61 airports in the U.S. and Canada. AGI describes its team as more than 12,000 members and emphasizes service quality, safety, diversity, and inclusion.

Requirements

• Be at least 18 years old.
• Have a high school diploma, GED, or equivalent work experience.
• Have authorization to work in the country where the position is located, as applicable to U.S. or Canadian law.
• Complete SIDA training to obtain airport authority identification security.
• Be willing to wear the uniform and insignia prescribed by AGI and maintain a professional appearance.
• Communicate effectively and professionally in person and by radio with flight crew, gate agents, customers, and ground crew.
• Give passengers directions and information verbally and/or through overhead announcement systems, and answer repetitive questions in a friendly manner.
• Use computer systems as part of daily work.
• Apply critical thinking to troubleshoot passenger reservation issues, excess baggage charges, and required visa documentation.
• Perform basic math and process payment transactions for upgrades and excess baggage fees.
• Manage time effectively in a fast-paced environment.
• 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 around 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 in accordance with AGI and airline-specific standards.
• Maintain safety and security while performing all duties.
• 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.
• Respond empathetically to customer concerns and complaints involving ticketing and baggage.
• Perform lost-and-found activities, initiate tracing procedures for lost baggage, process claims for damaged or lost baggage and personal items, and maintain related records and reports.
• Answer questions about flight schedules, fares, and general travel information.
• Meet aircraft at gates or loading areas and assist passengers in departure lounges and at boarding gates during enplaning and deplaning.
• Check passenger tickets and documents for validity and arrange accommodations for reservations, standby passengers, and luggage.
• Determine flight close-out times and prepare, complete, and check flight forms for accuracy; complete post-departure procedures.
• Coordinate flight movement messages between gates, ground handling teams, flight crews, and airport vendors.
• Follow procedures for accepting passengers’ dangerous goods.
• Take reasonable care for personal and others’ health, safety, security, and wellbeing; cooperate with supervisors and comply with applicable requirements.
• Report hazards, near misses, incidents, accidents, dangerous occurrences, and serious or immediate dangers to a manager or supervisor.
• Follow safety and security instructions and training, understand AGI policies, and attend required training.
• Report to work regularly and on time.

Benefits

• Paid vacation for eligible employees.
• 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