Airport Customer Assistant — Travel Perks & Growth

American Airlines; West Mifflin (Allegheny County); On-site; USD 19,000 - 27,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k) program

Additional benefits

Job summary

American Airlines is hiring a Customer Assistance Representative to interact with customers in a courteous, efficient, friendly, and professional manner. Starting pay is $16.58 per hour.

You will greet customers, assist with self-service kiosks, verify travel documents, manage baggage processing, and help with special assistance needs while adhering to FAA and company policies. This role requires flexibility for overtime and shifts.

Qualifications

• High School diploma or GED or international equivalent.
• Must be 18 years of age or older.
• Read, write, fluently speak and understand the English language.
• Bilingual language skills may be required in some locations.
• Applicable valid driver’s license as required by local authorities.
• Completion of a pre-employment drug screen, comprehensive background check and/or fingerprinting to satisfy company and security requirements.
• Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable.
• Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable.
• Must be authorized to work in the U.S.

Responsibilities

• Greeting customers when they enter the airport or arrive in the ticket area.
• Monitor the ticket counter area to ensure it is in compliance with safety policies and procedures.
• Assisting customers with self-service kiosk check-in and kiosk baggage processing (e.g., printing boarding passes and receipts).
• Servicing and maintaining kiosk machines (e.g., load paper, clean surfaces).
• Troubleshooting kiosk technology issues to identify the source of issues or errors.
• Communicating with IT about kiosk technology issues that require additional servicing.
• Verifying that customers’ carry‑on baggage complies with FAA/American Airlines polices.
• Verifying and clearing travel documents (e.g., passports, visas) for customers traveling internationally (e.g., using the Timatic database available in the kiosk).
• Assisting customers with checked baggage processing (e.g., completing credit card transaction, self‑tagging, verifying weight).
• Queuing lines in ticket counter areas based on departure times or type of assistance needed (e.g., special assistance, to reduce volume of lines or wait time).
• Accepting and activating customers’ self‑tagged baggage at the activation station.
• Physically moving baggage throughout the ticket counter area (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location).
• Assisting customers with checking their assistive devices, sporting equipment, and other oversized items (e.g., verify adherence to appropriate policies).
• Refer customers to customer service agents when appropriate.
• Performing clearance and verification of documents at kiosks.
• Assisting with the physical movement of non‑ambulatory customers as they board, deplane, or otherwise move throughout the gate and larger terminal area.
• Assisting unaccompanied minors with boarding, deplaning, or other transportation.
• Providing customers with gate information and directions.
• Performing paging activities (e.g., to announce forgotten items, to ask customers to return to locked bags) (at some airports).
• Possibly performing additional related duties as deemed operationally necessary by management consistent with the collective bargaining agreement.
• Reporting to position on time, as scheduled, and at your assigned station or location, including mandatory overtime requirements, varying shifts, weekends, and holidays Complete job‑relevant trainings.
• Adhere to government regulations (e.g., DOT, FAA, TSA).
• Adhere to company policies, procedures, and performance standards.
• Wear uniforms as required by company policy.
• Provide quality customer service in a professional manner in accordance with American’s guidelines.
• Use multiple internal resources/systems, including during customer interactions.
• Reasonable accommodations may be made for qualifying individuals with disabilities.

Skills

English fluency

Customer service

Education

High School diploma or GED

Tools

Sabre

Job description

American Airlines is hiring a Customer Assistance Representative to interact with customers in a courteous, efficient, friendly, and professional manner. Starting pay is $16.58 per hour.

You will greet customers, assist with self-service kiosks, verify travel documents, manage baggage processing, and help with special assistance needs while adhering to FAA and company policies. This role requires flexibility for overtime and shifts.