Passenger Service Supervisor

Job Overview

From check‑in and bag drop to boarding gates and arrivals, a Passenger Service Supervisor ensures travelers are well‑informed and in the right place at the right time. The supervisor follows safety, security, and airline‑specific procedures and puts customer needs at the heart of everything AGI Passenger Service Supervisors do. This customer‑facing role focuses on providing first‑class service to each traveler.

• Direct and assist Passenger Service Agents and Leads on shift, assign duties as needed, and resolve escalated customer concerns.
• Make recommendations to management on staffing decisions, including hiring, discipline, and termination.
• Ensure that new hire and refresher training is completed for all Passenger Service Agents and Leads.
• Provide exceptional customer service per AGI and airline‑specific standards to ensure satisfaction at every step of the journey.
• Handle customer interactions with class, efficiency, and professionalism at the ticket counter and gate.
• Make and assist with reservations, preparation, and issuance of tickets and itineraries, compute fares, issue refunds, check baggage, and collect excess baggage charges.
• 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; maintain required records and reports.
• 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 en‑planing and de‑planing passengers; check tickets and documents for validity; accommodate reservations, standbys, and luggage.
• Determine flight close‑out time and complete flight forms for accuracy; complete post‑departure procedures.
• Manage flight movement messages between gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers regarding acceptance of Dangerous Goods.

All AGI Team members:

• Treat others responsibly for health, wellbeing, safety, and security.
• Cooperate with managers or supervisors to comply with legal requirements and company policies.
• Report hazards, near misses, incidents, accidents, or dangerous occurrences promptly to management.
• Attend required safety and security training courses as mandated by AGI.

• Lift, carry, push, pull, or move items of 70 pounds or more regularly.
• Lift weights of 40 to 50 pounds on raised surfaces.
• Stand for extended periods and carry heavy items up and down jetway stairs.
• Be alert to moving vehicles, equipment, or aircraft and use radio equipment.

• Leadership:
  Encourage agents and leads to complete shift tasks timely and professionally.
• Appearance:
  Wear uniform and insignia as prescribed by AGI; maintain favorable corporate image.
• Communication:
  Convey information verbally and via radio; answer repetitive passenger inquiries friendly and outgoing.
• Computer:
  Use daily computer systems for reservations and ticketing.
• Critical Thinking:
  Troubleshoot reservation issues, excess baggage fees, and visa documentation.
• Basic Math:
  Process payment transactions for upgrades, baggage fees, etc.
• Time Management:
  Manage time effectively in a fast‑paced environment.

• At least 18 years old; high school diploma, GED, or equivalent work experience.
• Legal authorization to work in the United States or Canada, as applicable.
• Complete SIDA training to obtain airport authority identification security.
• One or more years of relevant experience; airline experience preferred.
• Previous face‑to‑face customer service experience is a plus.

• Paid vacation; medical, dental, and vision for full‑time employees; medical coverage for part‑time employees.
• Free uniforms and 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.

AGI is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment is based on equality regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.