Distressed Passenger Agent

# Corpay Careers## Distressed Passenger Agent Apply:
PHL Remote - Lodging:
Full time:
Posted Today:
R10022# #
** Your role
** What We Need    We are looking for a responsive and customer-focused Distress Passenger Agent to manage hotel accommodation and ground transportation arrangements for passengers affected by flight disruptions, delays, or cancellations.
This role handles booking requests received through multiple channels, including the ConneX App, email, chat, telephone, system notifications, and walk-ups. You will coordinate closely with hotel and transportation vendors, internal teams, and passenger support desks to deliver timely solutions while following established Standard Operating Procedures.# #
** What you'll be doing**## How We Work Our team operates in a fast-paced, service-driven environment where passenger wellbeing, accuracy, and speed are essential. During major irregular operations, you may be required to work extended hours and manage urgent, high-volume booking requests.

We value positive and respectful communication, teamwork, accountability, and a professional approach to resolving complex passenger accommodation challenges.## Role Responsibilities
* Arrange hotel accommodation and ground transportation for distressed passengers.
* Manage urgent and last-minute passenger relocations.
* Receive and respond to booking requirements through multiple communication channels.
* Work closely with scheduling teams, internal departments, management, and vendors to resolve operational issues.
* Source suitable and compliant hotel options in markets where contracted hotels are unavailable or sold out.
* Obtain airline approval for non-compliant accommodation options and accurately record approval details in ConneX notes.
* Process vendor payments in line with system settings and contractual payment terms.
* Accurately record reservations, agreements, approvals, and relevant background details in TA Connections systems.
* Monitor access to required systems, tools, and resources; promptly report any issues to the shift supervisor.
* Use relevant systems and technology to process, track, and report booking transactions.
* Support IT, Billing, and Commission Collections teams with data gathering, folio collection, payment-related activities, and issue resolution.
* Maintain excellent attendance, punctuality, break compliance, and adherence to company policies.
* Report workplace incidents professionally to the supervisor on shift and/or HR.
* Support special projects and complete other duties as assigned.##

Qualifications & Skills
* High school diploma or GED required; some college education is preferred.
* Previous customer service, travel, hospitality, or call centre experience is preferred.
* Strong interpersonal, customer relationship, and communication skills.
* Excellent written communication and negotiation skills.
* Strong organisational skills with the ability to manage multiple priorities under pressure.
* Ability to work independently while contributing effectively as part of a team.
* Comfortable communicating with clients, vendors, and business partners via phone and electronic channels.
* Familiarity with hotel sourcing, rate negotiation, and hotel market requirements is an advantage.
* General understanding of ConneX or similar booking systems is preferred.
* Strong computer skills and confidence using multiple systems simultaneously.
* Willingness to work shifts, including extended hours during irregular operations.
* A reliable home internet connection of at least 100 Mbps and a quiet home-working environment are mandatory.