Distressed Passenger Agent

This position is based in our Heathrow office and falls under our TA Connections line of business. You will report directly to the Operations Supervisor and collaborate with Scheduling, Vendor Relations, and Client Operations teams.

About the role

Corpay is currently looking to hire a Distressed Passenger Agent on a permanent basis within our Lodging division. In this role, you will manage and resolve hotel and ground transportation booking activities for distressed passengers, ensuring timely accommodations during irregular airline operations.

Corpay will set you up for success by providing:

• Assigned workspace in the Sheraton Heathrow office
• Company-issued equipment
• Formal, hands-on training

Responsibilities

• Manage and coordinate hotel and ground transportation accommodations for distressed passengers.
• Handle emergency relocations and last-minute booking changes during irregular operations.
• Communicate with internal teams and external vendors to ensure smooth resolution of accommodation issues.
• Source compliant hotel options and manage approval processes for non-contracted or non-compliant properties.
• Make vendor payments in accordance with contractual terms and system protocols.
• Accurately record all reservations, approvals, and notes within the TA Connections (ConneX) system.
• Monitor access to necessary tools, systems, and resources, and report issues to supervisors promptly.
• Support IT, Billing, and Commission Collections departments through data collection and issue troubleshooting.
• Maintain a positive, professional, and customer-focused attitude while adhering to company policies and standards.
• Report incidents in a professional manner to Supervisors or Human Resources.
• Participate in special projects or additional duties as assigned.

Requirements

• Previous experience within a customer service, operational, or administration environment working within agreed service levels.
• Experience in airlines, travel coordination, and/or hospitality is preferred.
• Ability to speak additional languages to English is highly beneficial.
• Strong organizational and communication skills.
• Ability to work in a fast-paced environment.
• Proficiency in Microsoft Office and travel booking systems.
• Good telephone and written/verbal communication skills.
• Competence in MS Office, especially Excel, is preferred.
• Strong attention to detail and accuracy.
• Flexibility and adaptability to changing priorities and demands.

Schedule

Working hours are either 05.30 – 14.00 or 13.30 – 22.00. We can potentially accommodate you working one of these fixed shifts. The working days will rotate; you will be expected to work 5 out of 7 days on a rotating basis each month.

Benefits

• 4X Life insurance
• Pension scheme - 5% employer contribution
• Private Healthcare
• 25 days Holiday (plus Holiday Buy/Sell)
• Access to LinkedIn learning
• Free rewards and discounts via Gratitudes
• Career Progression

About Corpay

Corpay is a global technology organization leading the future of commercial payments with a culture of innovation. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll, and lodging expenses. Millions of people in over 80 countries use our solutions.

Corpay is committed to fostering an inclusive and respectful workplace where employees are valued for their diverse perspectives, experiences, and contributions.