customer service representative

customer service associate / cashier

机场地勤

agent

Hallmark-Aviation-Services

I want to love this company. I think I do too but because of the lack of leadership, benefits, pay, and mostly training that can cause undue stress on the employees. You can do everything to the book, exactly as they say and study all of the codes and get to work early and take peoples shifts so the team is stable. And still any small minor mistake is thrown at you and shakes your work stability. Not only that but sometimes you will be told to do things differently depending on who is at work that day instead of follow protocol. Even when it comes to security, if you follow everything, the direct airline employees say to just let alot of things go because it takes time but then any mistake and they will blame hallmark or any employee they can that cant proove they didnt do it. Ive seen this often. I follow every protocol, every thing I study because I dont believe that those couple of seconds takes too long. Luckily I hardly make mistakes at work so Ive been able to avoid alot of problems but still I am human and my only mistake was around the time I started because I wasnt taught part of the code when I was trained (you pretty much have to train yourself. They have trainers who are flown in but they don’t tell you anything they just put the training manual on a projector and read what it says without explaining anything and then they do the test after that. My trainer was actually on the phone face timing her family while we did our tests and bragged most of the time about how she snuck into lounges and got i to first class planes because she is a trainer) also if you order your suit they will give you a larger size and when I went to get a smaller suit they said mine “fit” and refused to give me a smaller size. Most of my coworkers have this issue. When I tried on my coworkers jacket which was two sizes smaller and it fit perfectly. So I had to go to the tailor and I asked for a loose fit. They removed 5 inches from my waist of my jacket, an inch from each arm and my skirt they removed two inches so it would fit. Previously my pants hardly stayed up I had to sew buttons on it, tailoring it cost me 90. There also seems to be alot of drama in other hallmark teams who work there. There is alot of favorites. I hate to say it but it is well known that some teams are more racist than others to non asians. Most management wants you to know that you’re at a lower level then them instead of focusing on the fact that we are all on the same team, with the same end goal. I love this company and I want to continue to watch it grow but at the same time theres a huge lack of leadership, basic workplace culture, pay and benefits. I can definitely see so many ways that can help with the huge turn over rates. The leadership needs a huge overhaul and more training and they should be more attentive to drama instead of gossiping about their employees as it seems they take advantage of the company instead of building it up. There needs to be more incentives and workplace culture. I feel proud to work for hallmark but the lack of leadership and consistency and made a huge gap all over in the individual experiences.

It is, essentially, an airline staffing company. They partner with mainly international airlines  so your experience on the job will depend on which airline you are with. Choose carefully, generally, you can not change airlines once you are hired into one. 

There is a lot of favoritism here and word gets around fast. Depending on the airline you are with, you might have wonderful or very strict managers.  Some airlines maintain a very premium image so the high expectations can be dumped onto your shoulder. You have to be a good speaker and have a good body language, as they are sensitive about this. Some airlines treat us as a body, just slamming us with write ups until we are out the door. If the airline does not like you, then Hallmark cant do much about keeping you employed with them. 

The uniform is difficult to work in, you have to wear a suit, tie, and dress shoes. Very impractical since you have to stand all shift long and lift suitcases for hours.  They will take money out of your paycheck for your uniform and badging fees, and it will be returned when you resign.

 Alot of rules such as no sitting, no phones, no ponytails (for men), no facial hair, socks can not be visible at all, etc.

The work itself varies. some airlines have people travelling all over the world, with each country having different entry  requirements, so it is more difficult to check in, and if you mess up 2 times, it an instant termination, you must be a quick and precise reader. One thing for sure, the pay is not nearly good enough for the rigor and stress you have to cope with at this job. 

Airlines may cancel or reduce their flights,  sometimes the airline might not renew with Hallmark and choose another company, all of this is grounds for having hours cut or layoff. So its not a reliable source of income in the long run.

Benefits are not all that great, they advertise flight benefits but you only get them 180 days after hire and with Southwest only. They do provide free parking after you get your badge and a small cleaning allowance is included to pay for your uniform dry cleaning.  They do provide a basic healthcare plan and a retirement savings plan (available 1 year after hire). I wish they are more upfront about these prohibition period for benefits BEFORE I got hired. 




The first few years, there was a different management team that had an open door policy.  You got a sense that the station manager would treat you fairly and be attentive to team needs.  The various account managers could be either helpful or deliberately obstructive and ranged in skill from competent and conscientious to destructively clueless.  One particular manager was so careless with I ended up in the hospital for a week because he put my safety at risk.
  Things inevitably went downhill after the change of management structure, as there was even less oversight and a sharp decrease in opportunities for advancement.  It took me four years to secure regular, full time hours.  Regular salary review was no longer done after that and whatever pay raises were made were for the bare minimum of Port Authority requirements, just keeping things slightly above minimum wage.  The company reasoned that it was more cost effective to pay for the training of new hires than to give pay increases to experienced, veteran workers.  As a result, there would be periodic mass exoduses of experienced workers.  Those who didn't leave would be subjected to manipulations from certain managers.  Ultimately, there was never anyone for the workers to go to when they needed help.  A few times, workers tried to unionize but managers encouraged supervisors to resist these efforts.  
  So by the time I left, there was very little about the company to foster loyalty or unity

If you want to be in the airline industry, this is a good place to start before applying or while you wait to hear back from other major airlines companies. My advise is to learn as much as you can and then leave. In all roles, You learn a lot about customer service quality, daily airline operations, time management, stress management, and multi-tasking. Once you get good at what you do, you get asked to help a lot, as an hourly employee that’s great but as a salary employee (aka Business Managers) it’s not worth it. If the aircraft is delayed, you must stay until it leaves but if it stays over night then you can go home but have to come back early AM. It’s hard to find and keep really good workers bc there’s always a shortage of staff so staff pooling is necessary but staff will feel overworked. As a Business Manager, you will always work even when at home bc you must constantly be informed of the daily updates. 

Oh and don’t bother going to the Christmas party; they don’t reserve enough tables for everyone to have a seat. The food “buffet” is more like chips and dip and the carving station is always dried chicken every year. The best prize is 2 free economy tickets on a specific airline with blackout dates so you can’t use them on any holidays. The rest of the prizes are knock off versions on TVs and headphones. 

I worked for Hallmark in CLE for about 2 years. Hallmark has the customer service contract for Frontier Airlines there, so a typical day at work consisted of working at the ticket counter and gates checking customers in, checking bags, collecting money for fees, and boarding flights. It stayed fairly busy, Frontier's flights schedule fluctuated and changed constantly but the days usually stayed pretty busy with some downtime in between flights where it was more relaxing.
As far as the company itself, it is a typical contractor company so it's not really a place where you can expect to stay long-term and easily move up. The starting pay is very low, I believe it was $10 an hour and it got raised 50 cents at some point. The scheduling system didn't really make sense and it could be difficult to get days off that were needed. While many companies in the industry do scheduling based on seniority, that wasn't the case here. I don't really know how the manager did the schedule to be honest. The benefits were little to none, no flight benefits, certain supervisors played favorites with people who were their friends and made it pretty obvious. The turnover rate was pretty high and many people there were looking for or left for jobs working directly for airlines where the benefits and pay are much better. 
Overall though, I enjoyed my time there and learned a lot about the industry.

It really depends on which airline you work for but it’s a fun job for people who like to be active. Once your shift starts you will stand for 4 hrs~ straight till you get off. Lots of lifting luggages and boxes, etc. lots of walking as well.

Some of my coworkers from Hallmark who are working there long and direct Airline supervisors are too bossy and have no respect for others. But again it depends on the airline. 

Wage - NOT good. Hours - not enough. They let you work only 4 hours for the first 3 months. Even after 3 months many workers can’t do 8 hrs due to long gap between morning and night shifts (ex. Morning 9:30am-1:30pm and night 8:00pm-12:00am)
Also you have to pay for LAX employee parking $60/month. Company WON’T pay for it. 

And the $5 /hour “medical insurance” cost deducted from paycheck is just a waste!! Insurance company Hallmark deals with is not BBB accredited and has 1 star review. They are known for denying claims. I hope I can keep that “mandatory” $5/hour paycheck deduction and deny that worthless insurance! 

Staff at HQ office are nice and helpful when you are at the office in person but they don’t return calls / emails in timely manner sometimes never. 

Overall this is a good place to work if you are entry level in the aviation industry but plenty of downsides as I wrote above. 


What is the best part of working at the company?
There is a lot of room for growth, if you perform the basics like showing up on time, showing up for all your training sessions and providing excellent customer service. I never saw myself in the airline industry but Hallmark has changed my perspective and understanding of aviation. This is also a good springboard into other jobs at the airport. Your time spent working at the counters will easily help you launch your career at the airport. Literally, sky's the limit if you give it a chance. 

What is the most stressful part about working at the company?
At times it can be the co-workers and the managers but mostly it's the customers who don't understand the dynamics of the airline industry. If you block out all the noise : bad management and lazy co-workers, you will actually find that you will learn to love your job. 

What is the work environment and culture like at the company?
Mostly professional but learn to block out the lackluster employment and you will be alright. No company is perfect and the trick is to see the good in bad at all times. 

What is a typical day like for you at the company?
Its always like a race. You need to be fast when checking in passengers.

After serving in the military for 8 years I was a bit apprehensive about working in the civilian world, until I got onboard with Hallmark-Aviation as a customer service representative. As a veteran and college student I couldn’t have asked for a better start in the civilian world, a job that was not only flexible with my busy school schedule but also employers who were both understanding and accommodating to their employees. It was never a dull day at the office there was always something new to experience from the diverse employees to the customers that came in you could always find yourself learning new words from a different language and meeting people of different cultural backgrounds. The atmosphere in the office was always cheerful and willing to serve the company prides itself on making sure the customer is always satisfied. Hallmark Aviation’s mission statement speaks for itself and their employees are second to none. Although I was sad to leave the company the skills that I have learned will forever be beneficial to my continuous growth. I wish Hallmark Aviation and its employees nothing but the best and thank them for the wealth of experience I gained working with them.

I can't say enough great things about Hallmark Aviation Services at JFK Airport! From the moment I joined, it was clear that management genuinely cares about our professional growth. The open-door policy is a game changer—it's refreshing to work in an environment where you can openly discuss your aspirations and challenges.

During my time here, I gained invaluable experience in reading visas, understanding below-the-wing operations, and managing lost and found baggage. The supervisors are not just leaders; they are truly supportive mentors who want to see you succeed. And the General Manager? She's simply amazing—kind, approachable, and always ready to lend a helping hand.

I wish I could continue my journey here, but family commitments forced me to relocate. If you're looking to grow professionally, this is absolutely the best place to start. Just be prepared and punctual, and they will invest in your future.

My onboarding experience was phenomenal; I felt welcomed and valued from day one. Honestly, I've never felt more at home in a workplace. If you're considering Hallmark Aviation Services, jump in! You won’t regret it!

A lot of cut throat.   I guess that's common in most work environments.   Other than that the airline industry is a great place to be.  I would not recommend subcontract only because it's hard to get up n out.   No travel benefits, your life gets worked around the job.   Sometimes that's after midnight. (Not a lot open after 00:00).   MGMT is upset constantly.  Employees come n go.   If you're really sick the company punishes you by taking vacation hours away (Legally there's 10 days/year, right?). Love Customer Service but I definitely feel used and abused here. And to move up it is about favoritism.   To get a review from your Business manager should be a standard thing.   No it's not, not here anyway.   Think long and hard before you choose any subcontracting company.   Though I here my company is stellar compared to other subcontractors.   That's a positive thing so I don't feel so bad about working here.  And there's always room for improvement on everyone's part.  Right?   If employees are not well, service goes down.  Customer service goes down, reviews are bad, hours will end up lacking, the bosses will really be bad, mad.  But they're to blame too.   Go figure. 😎

Top Job Titles	Average Salary
Customer service representative 8 salaries reported	$19.70 per hour
Customer service associate / cashier 2 salaries reported	$16.20 per hour
机场地勤 1 salary reported	$21.76 per hour
Agent 1 salary reported	$31,500 per year

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