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…