Passenger Services Agent

FALL CREEK FARM & NURSERY; City of Plattsburgh (NY); On-site; USD 33,000 - 42,000; Full time

Job summary

Worldwide Flight Services is hiring an Agent, Passenger Service to provide a wide range of customer service functions related to airport operations, including reservations, tickets, baggage handling, and travel information. You will assist passengers with boarding, ticket validation, and routing changes while maintaining high service standards.

Responsibilities include managing baggage check-in, lost-and-found, processing airfreight shipments, ensuring security compliance, and supporting gate

Qualifications

• High school diploma or GED equivalent.
• Minimum 1 year of customer service experience.
• Ability to lift and carry baggage up to 50 lbs.
• Strong verbal and written communication skills.
• Ability to read, write, and speak English fluently.
• Must be able to obtain airport security badge.

Responsibilities

• Make reservations, issue tickets and itineraries, and compute fares.
• Handle baggage check-in and provide general travel information.
• Assist passengers at boarding gates and process boarding procedures.
• Manage reservations, standby passengers, and their luggage.
• Process lost and found items and baggage claims.
• Receive and process airfreight shipments and prepare documentation.
• Ensure compliance with security protocols and report breaches.

Skills

Communication

English proficiency

Customer service

Shift flexibility

Teamwork

Physical fitness

Data entry

Education

High school diploma

Job description

Join our Worldwide Flight Services and Oxford 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 Agent, Passenger Service, 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

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