Summary
The Passenger Service Agent provides all passenger/customer services as contracted by the airline customer, which may include reservations, ticketing, load control, baggage processing, ticket counter/gate check-in, receiving/greeting arriving/departing passengers, handling of VIPs, provide special passenger assistance, handle customer complaints and other duties as assigned.
Core Competencies
- Able to work efficiently as a part of a team as well as independently.
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Attention to detail in all areas of work.
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Effective communication skills with individuals at all levels of the organization
Job Duties
- Greet and process passengers for outbound flights at the check-in counter and gate.
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Actively participates in the Safety Management System (SMS)
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Inspect and verify passenger documentation.
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Checks passenger baggage and places bag tags on them at the ticket counter for appropriate destination
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Coordinates ticket counter activities with those on the ramp regarding baggage handling to assure that all bags are processed as designated.
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Oversees customer complaints regarding ticketing and baggage handling when problems arise. (i.e., lost baggage, lost/misplaced tickets, canceled flights, or delayed flights)
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Makes announcements regarding flight activity at gate or over airport’s general PA system.
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Answers passenger inquiries regarding flight schedules, fares, space availability for a particular flight and other questions that may arise.
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Assist passengers as needed through arrival and check in processes including support for passengers with special needs such as unaccompanied minors (UM), VIP passengers and passengers needing wheelchair assistance.
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Assist Ramp Service Agents to ensure that wheelchairs, strollers, and gate checked bags (cleared through security) are made available for loading upon departure and delivery to passengers upon arrival.
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Always maintain the level of service expectations for the passenger and the airline customer.
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Comply with all company, local, state, federal, and carrier SOP and security requirements.
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Participate in training to comprehend, implement, and maintain all quality objectives as stated in our Quality Management System to ensure delivery of desired levels of operational safety and security.
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All employees are responsible for ensuring quality control in their own activities.
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Cooperate fully with Inspectors to achieve quality inspection commitments.
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Performs other duties as requested.
Requirements
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Must be 18 years of age.
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High School diploma.
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Enthusiastic about Customer Service
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Must be capable of lifting/pushing/pulling up to 70 lbs. on a regular basis.
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Ability to work nights, weekends, holidays, and varying schedules.
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Proficient Computer Skills
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Must be able to stand, lift, bend for an extended period.
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Must successfully complete airline specific training programs and recertification
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The ability to read, write and fluently speak and understand the English language.
