Passenger Service Agent

About the role

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer‑facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. The Passenger Service Agent is responsible for assisting guests with travel needs by responding to guest inquiries, resolving complaints, and performing various tasks in baggage, ticketing, check‑in, and boarding flights.

Responsibilities

• Assist guests with travel needs, including answering inquiries, handling baggage, ticketing, checking‑in passengers, and boarding flights.
• Ensure cabin accommodations and assist with mishandled guests due to oversold, delayed, or cancelled flights, as well as lost, delayed, or damaged luggage.
• Evaluate and prepare flights by arranging seat assignments, directing guests, making announcements via PA system, and processing upgrades and standby requests.
• Process and secure guest luggage; enter and maintain delayed or damaged luggage claims using a data‑entry system.
• Perform duties of varying capacities at the direction of management to ensure complete guest satisfaction.
• Perform other duties as assigned.

Requirements

• Minimum of 1 year of customer service or community service experience.
• Strong written and verbal communication skills.
• Ability to juggle multiple tasks in a fast‑paced environment.
• Ability to learn and operate a computerized reservation system.
• Typing speed of at least 25 WPM.
• Physical ability to consistently lift 50 pounds, stand for long periods, and bend, stoop, squat, reach, and grasp.
• Basic mathematics proficiency.
• Flexible schedule availability, including nights, weekends, and holidays.
• Willingness to participate in paid training that may require overnight travel.
• Ability to obtain airport security clearance and a SIDA badge.
• Fluency in English.
• High school diploma or equivalent.
• Minimum age of 18 and authorization to work in the U.S.

Leadership Expectations

Embodiment of company values: own safety, do the right thing, be caring and kind, and deliver performance.

Pay

Starting wage: $19.10 per hour (non‑negotiable). Split‑shift differential: $2.25 per hour, resulting in an effective split‑shift rate of $21.35 per hour (base wage + differential).

Schedule

15 to 30 hours per week. Weekend and holiday availability required. Split‑shift work may involve a morning shift, an unpaid break, and an evening shift.

Benefits

• Free standby travel privileges on Alaska Airlines, Hawaiian Airlines, and Horizon Air.
• Comprehensive well‑being programs including medical, dental, and vision benefits.
• Generous 401(k) match program.
• Annual bonus plans.
• Generous holiday and paid time off.

Additional Policies

Tattoo policy: No visible tattoos on the face, front of neck, or chest. One tattoo the size of a quarter or smaller is allowed per hand. Tattoos elsewhere cannot exceed the size of a credit card or be offensive. Employees may have one tattoo per arm, leg, foot, back of neck, or behind each ear, provided they are not visible when looking directly at a person. Tattoos may only be covered with a uniform piece or approved jewelry/watch; covering with makeup is not allowed.

SIDA badge requirement: Employees working at the airport or maintenance hangar must obtain and maintain a SIDA badge from the airport authority. Failure to qualify for or retain the badge will result in termination.