Passenger Service Agent ( Niagara Falls)

Passenger Services Agent
Location: Niagara Falls Airport, NY
Schedule: Flexible; includes nights, weekends, and holidays
Reports To: Passenger Services Supervisor

Position Overview:

The Passenger Services Agent plays a vital role in delivering excellent customer service and supporting airline operations. From check-in to boarding, this position ensures passengers receive timely, courteous, and professional assistance throughout their airport experience.

Key Responsibilities:

• Greet and check in passengers at the ticket counter and boarding gate.

• Verify passenger documentation and process checked baggage.

• Assist travelers with special needs, including unaccompanied minors and passengers requiring wheelchair assistance.

• Respond to passenger inquiries regarding flight schedules, fares, and airline policies.

• Handle customer concerns related to ticketing, baggage, cancellations, and delays.

• Coordinate closely with ramp agents for timely delivery of gate-checked items and baggage.

• Make flight announcements over gate and public address systems.

• Maintain compliance with all local, state, federal, and carrier-specific safety and security requirements.

• Participate in the Safety Management System (SMS) and adhere to all Quality Management System procedures.

• Uphold service standards and represent the airline client in a professional manner.

• Perform additional duties as assigned.

Qualifications:

• Minimum 18 years of age

• High School diploma or equivalent

• Fluent in English (speaking, reading, and writing)

• Strong customer service and communication skills

• Ability to work both independently and in a team environment

• Proficient computer skills

• Must be able to lift, push, and pull up to 70 lbs regularly

• Ability to stand, bend, and move for extended periods

• Flexibility to work varying shifts, including weekends and holidays

• Successful completion of airline-specific training and required certifications