Passenger Service Agent

Job Description:

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 AGI Passenger Service Agents do. This is a customer‑facing role with a goal of providing first‑class customer service to each traveler we encounter.

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

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 in an efficient, effective, and professional manner at the ticket counter and gate. Make and assist with reservations, preparation and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of 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 as they arise, providing passengers with general travel information.

Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all 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. Be responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.

Follow procedures for passengers with regard to the acceptance of Dangerous Goods.

All AGI Team members have a responsibility and duty while at work to take reasonable care for the health, wellbeing, safety, and security of themselves and others. Cooperate with their manager or supervisor to comply with any legal requirements imposed on the company. Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager or supervisor. Conduct work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.

Attain AGI Health & Safety and Security policies and attend training courses as required.

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

Appearance:
Must be willing to wear uniform and insignia as prescribed by AGI and present a favorable corporate image. Good communication skills:
Must be able to communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with flight crew, gate agents, customers, and other ground crew. Tolerate and answer repetitious questions from passengers in a friendly, outgoing manner. Ability to speak and be understood in giving directions or information to passengers verbally or via overhead announcement systems. Computer skills:
Required to use computer systems daily. Critical thinking:
May be called upon to troubleshoot issues to assist passengers with reservation issues, process excess baggage fees correctly, verify required visa…