Passenger Service Agent

Job Description

From check-in and bag drop, to boarding gates and arrivals, as a Passenger Service Agent you will ensure traveling customers are well-informed and in the right place at the right time. Following safety, security, and airline-specific procedures, you will put our customers’ needs at the heart of everything AGI Passenger Service Agents do. This is a customer-facing role with a goal to provide 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 as per AGI and airline-specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security is never compromised.
• Interact with customers at the ticket counter and gate in a professional, efficient, and courteous manner.
• Make and assist with reservations, preparation, and issuance of tickets and itineraries; compute fares; issue refunds; check baggage; collect excess baggage charges.
• Handle customer concerns and complaints regarding ticketing and baggage handling; perform lost and found activities; start tracing procedures for lost passenger baggage; process claims for damaged or lost baggage and personal articles; prepare and maintain required records and reports of lost and found activities.
• Answer inquiries regarding flight schedules, fares, and general travel information.
• Meet aircraft at gate or loading area; perform duties in departure lounges or boarding gates; check passenger tickets and documents for validity; complete arrangements for accommodating reservations, standbys, and luggage.
• Determine flight close-out time and prepare, complete, and check various flight forms for accuracy; complete post-departure procedures.
• Coordinate flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers regarding the acceptance of Dangerous Goods.

All AGI team members have a responsibility to:

• Take reasonable care for the health, wellbeing, safety, and security of themselves and others who may be affected by their actions or omissions at work.
• Cooperate with their manager/supervisor to comply with legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare.
• Inform their manager/supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, safety, and security.
• Report hazards, near misses, incidents, accidents, or dangerous occurrences to their manager/supervisor, who will follow company and carrier safety procedures.
• Conduct work in accordance with provided information, training, and any health, wellbeing, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies.
• Attend training courses as required by AGI.

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

Appearance: Must be willing to wear uniform and insignia as prescribed by AGI. Personal appearance and grooming should present a favorable corporate image.

Good communication skills: Passenger Service Agents must communicate information and instructions verbally and/or via radio equipment effectively in a professional manner with flight crews, gate agents, customers, and other ground crew to coordinate movement of passengers and handling of equipment and baggage. Must tolerate and answer repetitious questions from passengers in a friendly, outgoing manner. Ability to speak and be understood when giving directions/information to passengers verbally and/or via overhead announcements.

Computer skills: Passenger…