Airport Passenger Service Agent – Fast-Paced Travel Support

Alliance Ground International; Mascoutah (IL); On-site; USD 21,000 - 25,000; Full time

Benefits offered by this job

Paid vacation

Medical / dental / vision

Free uniforms

On-the-job training

401(k)

Employee assistance program

Travel discounts

Job summary

Alliance Ground International (AGI) is seeking a Passenger Service Agent to provide first-class customer service at the ticket counter and boarding gates. You will handle reservations, ticketing, baggage processing, and passenger inquiries while maintaining safety, security, and airline standards in a fast-paced airport environment.

The role requires strong communication, problem-solving, and time management skills, with a focus on accurate documentation and efficient passenger handling.

Qualifications

• Be at least 18 years of age and possess a high school diploma, GED, or work experience equivalent.
• If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
• Must complete SIDA training to obtain airport authority identification security.
• Preferred Qualifications - One+ year of relevant experience. Airline experience is preferred, and previous face-to-face customer service experience is also a plus.

Responsibilities

• Provide exceptional customer service as per AGI and airline specific standards to ensure customer satisfaction at every step of their journey.
• Always ensure safety and security is never compromised.
• Handle customer interaction with class in an efficient, effective, and professional manner at the ticket counter and gate.
• Make and assist with reservations, preparation, and issuance of tickets and itineraries, computation of fares, issuance of refunds, baggage checking, and collection of excess baggage charges.
• Patiently and empathetically handle customer concerns and complaints regarding ticketing and baggage handling, perform lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, prepare and maintain required records and reports of lost and found activities.
• Knowledgeably answer inquiries regarding flight schedules, fares, and other questions as they arise, providing passengers with general travel information.
• Meet aircraft at gate or loading area, perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check passenger tickets and documents for validity, and complete all necessary arrangements for accommodating passengers' reservations, standbys, and their luggage.
• Determine flight close-out time and prepare, complete, and check various flight forms for accuracy and complete post-departure procedures.
• Responsible for all flight movement messages between the gate, ground handling team, flight crew, and airport vendors.
• Follow procedures for passengers with regards to the acceptance of Dangerous Goods.

Skills

Customer service

Communication

Time management

Problem solving

Teamwork

Education

High school diploma or equivalent

Tools

Ticketing systems

Radio equipment

Computer systems

Job description

Alliance Ground International (AGI) is seeking a Passenger Service Agent to provide first-class customer service at the ticket counter and boarding gates. You will handle reservations, ticketing, baggage processing, and passenger inquiries while maintaining safety, security, and airline standards in a fast-paced airport environment.

The role requires strong communication, problem-solving, and time management skills, with a focus on accurate documentation and efficient passenger handling.