Passenger Service Agent; PT

From check‑in and bag drop to boarding gates and arrivals, a Passenger Service Agent ensures traveling customers are kept well‑informed and in the right place at the right time. Following safety, security, and airline‑specific procedures, the agent puts the customers’ needs at the heart of everything the AGI Passenger Service Agent does. This customer‑facing role prioritizes first‑class service to every traveler.

• Provide exceptional customer service per AGI and airline standards to ensure satisfaction at every step of the journey.
• Ensure safety and security are never compromised.
• Handle customer interactions with class, efficiency, and professionalism at the ticket counter and gate.
• Make and assist with reservations, prepare and issue tickets and itineraries, compute fares, issue refunds, check baggage, and collect excess baggage charges.
• Empathetically handle customer concerns and complaints regarding ticketing and baggage, perform lost & found activities, initiate tracing procedures, and process claims for damaged or lost baggage and personal articles.
• Answer inquiries regarding flight schedules, fares, and other questions, providing general travel information.
• Meet aircraft at gate or loading area, perform duties in departure lounges or at boarding gates, check tickets and documents for validity, and accommodate reservations, standbys, and luggage.
• Determine flight close‑out time and complete post‑departure procedures, including flight movement messages between gate staff, ground team, flight crew, and vendors.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods.

• Take reasonable care for the health, wellbeing, safety, and security of oneself and others.
• Cooperate with manager/supervisor to comply with legal and company requirements.
• Report hazards, near misses, incidents, accidents, or dangerous occurrences to manager/supervisor and follow procedures.
• Conduct work in accordance with training and specific health, wellbeing, safety, and security rules or procedures.
• Attend training courses as required and fully understand AGI Health & Safety and Security policies.

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

• Willing to wear uniform and insignia; present a favorable corporate image.
• Good verbal communication with flight crew, gate agents, customers, and ground crew; able to use radio and overhead announcement systems.
• Use computer systems daily for reservations, ticketing, and reporting.
• Think critically to troubleshoot reservation issues and process baggage fees correctly.
• Basic math skills for handling payment transactions.
• Time‑management skills to complete tasks efficiently in a fast‑paced environment.
• Report to work on a regular and timely basis.

• At least 18 years of age and possess a high school diploma, GED, or equivalent work experience.
• For U.S. locations: authorized to work in the United States under the Immigration Reform Act of 1986.
• For Canadian locations: authorized to work in Canada under the Immigration and Refugee Protection Act of 2001.
• Complete SIDA training to obtain airport authority identification security.
• Preferred: one or more years of relevant experience, especially airline experience and face‑to‑face customer service.

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

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