Airport Gate & Customer Experience Specialist

allianceground; Phoenix (AZ); On-site; USD 19,000 - 30,000; Full time

Job summary

Alliance Ground International (AGI) is seeking a Passenger Service Agent to deliver first-class customer service at check-in, at the gate, and throughout the travel journey. You will ensure safety and security procedures are followed while assisting passengers with reservations, tickets, and baggage handling.

As part of AGI, you will support flight operations by providing accurate travel information, processing payments and refunds, and coordinating with ground staff to meet aircraft on time.

Qualifications

• Strong customer service skills and a professional demeanor.
• Excellent communication with passengers, flight crews, and colleagues.
• Awareness of safety and security procedures in a high-traffic environment.

Responsibilities

• Provide exceptional customer service per AGI and airline standards to ensure satisfaction at every step of the journey.
• Always ensure safety and security are maintained.
• Handle interactions at the ticket counter and gate in a professional manner.
• Make and assist with reservations, issue tickets and itineraries, compute fares, issue refunds, and manage baggage processes.
• Handle passenger concerns and lost and found activities, and process baggage claims as needed.
• Answer inquiries about schedules and fares with clear information.
• Meet aircraft at gates, verify tickets, and arrange reservations and luggage as required.
• Determine flight close-out times and complete flight forms and post-departure procedures.
• Coordinate flight movement messages between gate, ground team, crew, and vendors.
• Follow procedures for accepting Dangerous Goods.

Skills

Customer service

Communication

Safety awareness

Problem solving

Tools

Ticketing systems

Reservation systems

Radio equipment

Job description

Alliance Ground International (AGI) is seeking a Passenger Service Agent to deliver first-class customer service at check-in, at the gate, and throughout the travel journey. You will ensure safety and security procedures are followed while assisting passengers with reservations, tickets, and baggage handling.

As part of AGI, you will support flight operations by providing accurate travel information, processing payments and refunds, and coordinating with ground staff to meet aircraft on time.