Airport Operations Crew

About the Role

The Airport Operations Crew provides award-winning customer service to customers in the airport. Crewmembers check in and verify customers’ personal identification, handle luggage, book and verify flight reservations, assist with flight arrivals and departures, prepare aircraft cabins for departure, coordinate boarding and deplaning, and assist customers with special needs. This role requires excellent customer service skills and comfort with public speaking, computers, and airport equipment.

Responsibilities

• Verify customers’ personal identification
• Tag, lift, and handle customer luggage
• Announce flight arrivals, departures, and pre-boarding information via the public address system
• Communicate with customers to keep them informed
• Offer ancillary products such as “even more speed” and “even more space”
• Coordinate duties with coworkers and other departments to ensure proper customer handling
• Prepare aircraft cabin for boarding and departure, including cleaning seats, galleys, lavatories, and floors
• Operate airport equipment (e.g., jet bridges, airstairs, Turbo way)
• Assist customers with special needs, such as those requiring boarding assistance
• Rotate through all Airport Operations functions (gate, ticket counter, etc.)
• Perform other duties as assigned

Requirements

• High School Diploma or General Education Development (GED) Diploma
• At least eighteen (18) years old
• One (1) year of customer service or sales experience
• Strong interpersonal and listening skills
• Fluent in written and spoken English
• Must pass an assessment evaluating Adaptability, Customer Service, and Safety Orientation
• Must adhere to JetBlue Uniform Policy Manual Standards
• Able to work variable hours, flexible shifts, including holidays and weekends
• Proficient with computers, including basic word processing, email, and office applications
• Must be able to use handheld radios and microphones for terminal announcements
• Must acquire and maintain a valid Security Identification Display Area (SIDA) Badge
• Ability to perform under pressure and within fixed time constraints
• Depending on location, may need a valid Driver License and a driving record meeting JetBlue’s insurance standards
• Depending on location, may need United States Customs Clearance
• Available for occasional overnight travel (10%)
• Able to travel to other locations for training or temporary assignments
• Must pass a pre-employment drug test
• Legally eligible to work in the country where the position is located (U.S. authorization required; no visa sponsorship available)

Preferred Qualifications

• Two (2) years of customer service, volunteer experience, or sales experience
• Knowledge of customer service principles and practices
• Experience with various forms of payment (cash, credit cards, traveler’s checks, etc.)
• Previous airline experience
• Bilingual skills

Crewmember Expectations

• Regular attendance and punctuality
• Ability to work flexible hours, including holidays, weekends, and overnight shifts
• Maintain a professional appearance
• Assist with light aircraft cleaning when time permits
• Exhibit JetBlue’s values: Safety, Caring, Integrity, Passion, and Fun
• Act as a Safety Ambassador, promoting JetBlue’s Safety Management System (SMS)
• Report safety or security concerns through JetBlue’s confidential reporting systems (ASAP or SAR)
• Adhere to all applicable laws, regulations (FAA, OSHA, DOT, etc.), and Company policies
• Uphold JetBlue’s safety performance metric goals

Note: The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate.

Equipment Used

• Computer and office equipment
• Public Address System
• Jet bridge and/or airstairs (customer enplaning/deplaning equipment)
• Handheld radios
• Free-standing computer kiosks for customer reservations
• Light Emitting Diode (LED) screens and signs

Work Environment

• Airport environment with exposure to weather and elevated noise levels
• Ability to stand for extended periods
• Mandatory overtime may be required for irregular operations

Physical Effort

Moderate physical activity required, including handling objects up to fifty (50) pounds frequently and/or seventy to one hundred (70-100) pounds occasionally with assistance from others or tools.