Airport Passenger Services Aide

NATURE OF WORK

This is an entry‑level customer service position assisting passengers requiring wheelchair assistance to/from assigned gate (Wheelchair/Skycap). This job encompasses assistance to the departure gate, baggage claim area, and common areas of the airport. This position also requires carrying personal items of passengers. This position requires working in a fast‑paced environment with time constraints to meet arrival and departure goals. A professional and positive image must be consistently displayed by the employee.

Responsibilities includes assisting passengers as needed through arrival and check‑in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers, and passengers needing wheelchair assistance, ensuring that wheelchairs, strollers, and gate‑checked bags are made available for loading upon departure and delivery to passengers upon arrival; and assisting with personal needs and lifting bags at least 50 lbs.

In addition to passenger service duties, this position supports airport marketing, customer engagement, and community outreach initiatives. Duties may include assisting with general setup and breakdown of airport events, distributing promotional materials, supporting passenger engagement activities, and helping promote airport programs, services, and campaigns both internally and externally. This position reports to Airport Customer Service Coordinator.

• Assists passengers through arrival and check‑in processes.
• Provides supports for passengers with special needs such as unaccompanied minors (UM), VIP passengers, and passengers needing wheelchair assistance.
• Checks to ensure wheelchairs, strollers, and gate‑checked bags are available for loading upon departure and delivery to passengers upon arrival.
• Assists passengers with their personal needs.
• Lifts bags up to least 50 lbs. to include baggage and other personal items passengers have.
• Assists with setup, breakdown, and general logistics for airport events, promotions, and passenger engagement activities.
• Distributes promotional materials and provides basic information to passengers about airport services, programs, and campaigns.
• Supports internal and external promotional efforts by helping staff engagement tables, greeting guests, and assisting with customer outreach activities.
• Helps maintain organized event materials, signage, and supplies used for airport activations and community events.
• Provides feedback to supervisors regarding passenger interactions, frequently asked questions, and customer experience observations to help improve outreach and marketing initiatives.

Knowledge of Montgomery Airport and various airline policies and procedures. Knowledge of personal standards regarding dress, language, personal hygiene, attendance, and expressed attitudes toward the public. Knowledge of norms of courtesy and etiquette in relation with the public and co‑workers. Knowledge of services available to passengers and the publics needed to fulfill the passenger’s needs and preferences. Knowledge of authority limitations in responding to and resolving customer complaints.

Additional Knowledge Areas Basic knowledge of airport programs, services, and promotional initiatives to assist passengers and visitors with general inquiries. Awareness of customer engagement practices and public‑facing event support.

Ability to identify and adapt to the conditions and circumstances of the work, rules and regulations, and the relationships with other people to maintain a smooth running and efficient organization. Ability to read written sentences and paragraphs as needed to research airline procedures, local directions, and various other…