Overview
A Passenger Service Agent is responsible for assisting airline passengers at the airport, including greeting travelers, helping with ticketing and boarding, providing directions and flight information, and supporting baggage services. The role involves customer service and operational support at ticket counters, gates, and check-in areas.
Key Responsibilities
Typical duties include:
Greet passengers, airline staff, and clients in a courteous and professional manner.
Assist passengers with ticketing, check-in, and boarding procedures.
Monitor ticket counter and self-service check-in queues.
Provide flight information, directions, and general airport assistance.
Help passengers needing special services such as courtesy chairs or baggage carts.
Direct oversized luggage, pets, or special baggage to appropriate handling areas.
Maintain communication with supervisors regarding issues or operational needs.
Keep work areas clean and report maintenance issues.
Maintain records, reports, and documentation as required.
Follow company policies, safety procedures, and airport security rules.
Refer difficult or disruptive passengers to security if necessary.
Wear proper uniform and display identification badges at all times.
Perform additional duties as assigned by supervisors.
Requirements
Typical requirements for the position include:
High school diploma or equivalent
Customer service experience preferred
Must be 18 years or older
Basic computer skills
Ability to communicate clearly in English
Must be able to stand or walk for long periods
Ability to lift 50–70 lbs and move oversized luggage
Must pass drug screening and background checks
Must qualify for an airport security badge
Reliable transportation and communication required
Work Environment
Passenger Service Agents typically work:
At airport ticket counters
At boarding gates
Around baggage service areas
In a fast-paced airport environment interacting with passengers and airline staff.