Bilingual Airline Customer Service Agent

American Airlines; Santa Ana (CA); On-site; USD 23,000 - 32,000; Full time

Job summary

American Airlines in Santa Ana, CA is seeking a passenger service agent to support travelers at the airport. The role involves issuing and reissuing tickets, booking and confirming reservations, checking in passengers, and coordinating baggage and seating.

You will handle gate operations, boarding announcements, assist with special needs, process vouchers, and maintain the boarding timeline, while ensuring compliance with FAA and company policies.

Qualifications

• Bilingual language skills required in some locations.
• Valid driver’s license may be required in some roles.
• FAA background checks may be required.
• Authorized to work in the U.S. is required.

Responsibilities

• Issue, reissue and refund passenger tickets.
• Book, ticket and confirm flight reservations.
• Rebook passengers on oversold flights and during irregular operations.
• Perform passenger check-in and passenger seat assignment.
• Issue vouchers and coordinate with contractors for accommodations, meals and transportation.
• Operate gate reader/scanner and related duties.
• Operate jetways/bridges for boarding and deplaning passengers.
• Make boarding and departure gate announcements.
• Accept, check and tag passengers’ baggage.
• Maintain timeline of flight boarding process.
• Assist passengers with self-service kiosk check-in.
• Clear/verify international documents.
• Assist customers needing special assistance or in-station.
• Respond and assist during security or emergency situations.
• Provide connecting passengers with gate information.
• Adhere to company policies, procedures, and performance standards.

Skills

Bilingual language skills

Education

High school diploma or GED

Job description

American Airlines in Santa Ana, CA is seeking a passenger service agent to support travelers at the airport. The role involves issuing and reissuing tickets, booking and confirming reservations, checking in passengers, and coordinating baggage and seating.

You will handle gate operations, boarding announcements, assist with special needs, process vouchers, and maintain the boarding timeline, while ensuring compliance with FAA and company policies.