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