Airport Customer Experience Agent

American Airlines; San Diego (CA); On-site; USD 20,000 - 28,000; Full time

Job summary

American Airlines in San Diego is seeking a Customer Assistance Representative to greet travelers, assist with self-service kiosks, verify travel documents, and help manage baggage and queue lines. You will support passengers at the ticket counter and gates, ensuring safety and compliance with DOT, FAA, and TSA rules.

The role requires strong English skills and a customer-focused approach, with potential for overtime, weekends, and holidays. Training will be provided, and a valid U.S.

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.
• Servicing and maintaining kiosk machines.
• 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 for customers traveling internationally.
• Assisting customers with checked baggage processing.
• Queuing lines in ticket counter areas based on departure times or type of assistance needed.
• Accepting and activating customers’ self-tagged baggage at the activation station.
• Physically moving baggage throughout the ticket counter area.
• Assisting customers with checking their assistive devices, sporting equipment, and other oversized items.
• 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 at some airports.
• Possibly performing additional related duties as deemed operationally necessary by management.
• Reporting to position on time, including mandatory overtime requirements, varying shifts, weekends, and holidays.
• Adhere to government regulations (e.g., DOT, FAA, TSA) and company policies.
• 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

Bilingual (where applicable)

Customer service orientation

Communication skills

Education

High School diploma or GED

Tools

Sabre / Passenger Service System

Airport kiosk systems

Job description

American Airlines in San Diego is seeking a Customer Assistance Representative to greet travelers, assist with self-service kiosks, verify travel documents, and help manage baggage and queue lines. You will support passengers at the ticket counter and gates, ensuring safety and compliance with DOT, FAA, and TSA rules.

The role requires strong English skills and a customer-focused approach, with potential for overtime, weekends, and holidays. Training will be provided, and a valid U.S.