Bilingual Passenger Service Agents

Job Overview

From check‑in and bag drop, to boarding gates and arrivals, as a Passenger Service Agent you’ll ensure our traveling customers are kept well‑informed and are in the right place at the right time. Following safety, security, and airline‑specific procedures, you’ll put our customers—and their customers’ needs—at the heart of everything our AGI Passenger Service Agents do. This is a customer‑facing role with a goal to providing first‑class customer service to each traveler we encounter.

If you are friendly, outgoing, focusing on outstanding customer service, then let your career take off with AGI as a Passenger Service Agent!

AGI is looking for bilingual passenger service agents that speak Mandarin, Cantonese, Spanish, Urdu, Hindi, Arabic, French, Polish, Pilipino, German, Italian, Russian, and other languages.

• Provide exceptional customer service per AGI and airline‑specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security are never compromised.
• Handle customer interaction with class at the ticket counter and gate in an efficient, effective and professional manner.
• Make and assist with reservations, prepare and issue tickets and itineraries, compute fares, issue refunds, check baggage, and collect excess baggage charges.
• Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, and prepare and maintain required records and reports of lost and found activities.
• Knowledgeably answer inquiries regarding flight schedules, fares and other questions, providing passengers with general travel information.
• Meet aircraft at gate or loading area, perform duties in departure lounges or boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete necessary arrangements for accommodating passengers’ reservations, standbys and luggage.
• Determine flight close‑out time and prepare, complete, and check various flight forms for accuracy, and complete post‑departure procedures.
• Responsible for all flight movement messages between the gate, ground handling team, flight crew and airport vendors.
• Follow procedures for passengers regarding acceptance of Dangerous Goods.

• Take reasonable care for the health, well‑being, safety and security of themselves and others affected by their actions or omissions while at work.
• Cooperate with manager or supervisor to comply with legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, well‑being, safety, security or welfare reasons.
• Inform manager or supervisor of any work situation, equipment or activity that represents a serious or immediate danger to health, well‑being, safety and security.
• Report any hazards, near misses, incidents, accidents or dangerous occurrences to manager or supervisor.
• Conduct work in accordance with information and training provided and any specific health, well‑being, safety and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies.
• Attend training courses as may be required by AGI.

• Able to lift, carry, push, pull and move items of 70 pounds and/or more regularly and repeatedly lift weights of 40 to 50 pounds on raised surfaces.
• Able to stand for extended periods of time.
• Able to carry heavy items up and down jetway stairs.
• Alert to moving vehicles, equipment or aircraft and able to use radio equipment.

• Must be willing to wear uniform and insignia as prescribed by AGI.
• Personal appearance and grooming must present a favorable corporate image.
• Good communication skills: effectively communicate information and instructions verbally and/or via radio equipment with flight crew, gate agents, customers and ground crew.
• Tolerate and answer repetitive questions from passengers in a friendly, outgoing manner.
• Abili…