Passenger Service Agent

Worldwide-Flight-Services-3e56de5d; Sioux Falls (SD); On-site; USD 19,000 - 30,000; Full time

Benefits offered by this job

DailyPay access

Flight benefits

Paid training

On-the-spot awards

Wellness programs

Travel discounts

Pet insurance

Discount shopping

Job summary

Worldwide Flight Services is seeking a Passenger Service Agent to support airport operations and passenger services. You will help with reservations, tickets, baggage handling, and travel information to ensure smooth boarding and compliant operations.

Responsibilities include assisting passengers at gates, managing standby passengers, processing boarding procedures, and handling lost and found while maintaining security protocols and delivering high-quality customer service.

Qualifications

• Strong verbal and written communication skills.
• Ability to read, write, and speak English.
• Basic computer proficiency and data entry.
• Ability to obtain and maintain airport security badge.
• Willingness to work varied shifts, including weekends, holidays, and nights.
• Lift and handle baggage up to 50 lbs.
• Stay up to date on recurrent training as assigned.

Responsibilities

• Make reservations, issue tickets and itineraries, and compute fares for passengers.
• Handle baggage check-in, collect excess baggage charges, and provide travel information.
• Assist passengers at boarding gates, including checking ticket validity and boarding procedures.
• Manage arrangements for passengers with reservations, standby travelers, and their luggage.
• Determine flight close-out times and complete flight documentation.
• Process post-departure procedures and refunds where applicable.
• Conduct lost and found activities and return found items.
• Process claims for lost or damaged baggage and route larger claims appropriately.
• Receive and process airfreight shipments and prepare documentation for domestic and international shipments.
• Maintain inventory records for airfreight shipments and ensure accuracy in operations.
• Comply with site security protocols and report breaches or suspicious activities.

Skills

Verbal communication

Written communication

English proficiency

Basic computer skills

Security badge eligibility

Teamwork

Education

High school diploma or GED

Job description

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipments, luggage, business to customer delivery, and on-time flights while operating safely and securely. We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 227 airport locations, 27 countries, and on 5 continents. Are you ready to take off on your next career with us?

Job Summary

As an Passenger Service Agent, you will be responsible for providing a wide range of customer service functions related to airport and passenger operations. This includes assisting passengers with reservations, tickets, baggage handling, and general travel information. You will ensure smooth boarding, deplaning, and ticket validation, while also handling lost and found inquiries, baggage claims, and airfreight shipments. Additionally, you will help maintain compliance with security protocols and contribute to overall operational efficiency.

• Make reservations, issue tickets and itineraries, and compute fares for passengers.
• Handle baggage check-in, collect excess baggage charges, and provide general travel information.
• Assist passengers at boarding gates, including checking ticket validity and processing boarding procedures.
• Manage arrangements for passengers holding reservations, standby travelers, and their luggage.
• Determine flight close-out times and complete necessary flight documentation for accuracy.
• Handle post-departure procedures, including invalidating tickets and finalizing reports.
• Conduct lost and found activities, including tracing lost articles, updating passengers, and returning found items.
• Process claims for lost or damaged baggage, including on-the-spot settlements for minor claims and forwarding larger claims to appropriate personnel.
• Receive and process airfreight shipments, including determining routing, computing rates, and preparing documentation for domestic and international shipments.
• Maintain inventory records for airfreight shipments, ensuring accuracy in warehouse, dispatch, and delivery processes.
• Ensure compliance with site security protocols and report any breaches or suspicious activities to management or through the whistleblower program.
• High school diploma or GED equivalent
• At least 1 year of experience in customer service or related field
• Ability to work varied shifts, including weekends, holidays, and nights
• Strong verbal and written communication skills
• Ability to lift and handle baggage weighing up to 50 lbs
• Basic computer proficiency, including the ability to input data and use relevant software
• Stay up to date on recurrent training as assigned
• Ability to obtain and maintain airport security badge
• Ability to read, write, and speak the English language

Preferred Skills

• Previous experience in an airport, airline, or logistics environment
• Knowledge of ticketing, reservations, and fare calculation systems
• Experience handling lost and found procedures or baggage claims
• Strong organizational skills and attention to detail
• Familiarity with airport regulations and procedures
• Knowledge of international shipping and airfreight documentation
• Proficiency in a second language for assisting international travelers
• Strong conflict resolution and problem-solving abilities

Physical Requirements/Working Conditions

• Ability to lift, push, pull, and carry baggage or cargo up to 50 lbs regularly, and occasionally up to 75 lbs
• Frequent standing, walking, and moving throughout the airport terminal or warehouse
• Ability to bend, kneel, stoop, and climb stairs as needed to assist passengers and handle luggage
• Ability to work in varying weather conditions, including extreme heat, cold, rain, and snow
• Manual dexterity required for handling documents, operating computers, and using two-way radios
• Ability to remain on your feet for extended periods (up to 8 hours or more during shifts)
• Clear vision and hearing required for monitoring flight information, responding to passengers, and ensuring safety compliance
• Capacity to work in confined spaces, such as baggage handling areas or aircraft cabins
• Ability to work in a noisy environment, such as near aircraft engines and ground support equipment
• Want your pay in advance? Access your pay when you need it through DailyPay app!
• Flight benefits!!! Paid training.
• Are you a top performer who thrives on recognition? On the spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care? Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life? Wellness Programs offered to all employees!
• Looking to grow and have a career with us? Opportunity for Internal Mobility and transfers available!

WFS is an equal opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.