Airport Passenger Service Agent (American Airlines)

Job Summary

American Airlines is looking for highly motivated, customer-focused individuals to join our team as Airport Passenger Service Agents. In this role, you will be the face of American Airlines at the airport, ensuring our passengers receive an exceptional and seamless experience from check-in to boarding. You will assist with various passenger services, respond to inquiries, handle boarding processes, and provide a calm, friendly, and professional presence during every interaction. This is an exciting opportunity to be part of one of the worlds leading airlines and contribute to creating a world-class travel experience.

Key Responsibilities

• Greet and assist passengers with a warm and professional attitude at ticket counters, gates, and boarding areas.

• Process passenger check-ins, issue boarding passes, and manage travel documentation.

• Handle baggage check-in and resolve related issues such as lost or delayed luggage.

• Facilitate boarding and deplaning processes, including verifying tickets and assisting passengers with special needs.

• Provide timely and accurate information regarding flight schedules, delays, cancellations, and airport services.

• Maintain security and safety standards at all times, adhering to TSA and FAA regulations.

• Coordinate with ramp and cabin crews to ensure on-time departures and efficient aircraft turnaround.

• Handle passenger complaints and escalate issues as needed to ensure customer satisfaction.

• Maintain cleanliness and orderliness of gate and counter areas.

• Support emergency procedures and irregular operations as trained.

Required Skills and Qualifications

• High school diploma or equivalent.

• Excellent verbal and written communication skills.

• Strong customer service orientation with a friendly and approachable demeanor.

• Ability to handle stress and work efficiently under pressure.

• Must be able to obtain airport security clearance.

• Proficiency in basic computer operations and ticketing/reservation systems.

• Strong attention to detail and organizational skills.

• Ability to work independently and collaboratively as part of a team.

Experience

• Previous customer service experience, especially in a fast-paced environment (e.g., hospitality, retail, or airline industry) is preferred.

• Experience in an airport or travel industry setting is an advantage but not required; training will be provided.

Working Hours

• Flexible scheduling is required, including evenings, weekends, and holidays.

• Shift-based work depending on flight schedules and airport operations.

• Overtime may be required during peak travel seasons or irregular operations.

Knowledge, Skills, and Abilities

• Knowledge of airport operations, airline procedures, and FAA/TSA regulations (preferred).

• Ability to speak multiple languages is a plus.

• Capability to lift baggage (up to 50 lbs) and stand for extended periods.

• Comfortable working in indoor and outdoor airport environments.

• Strong conflict resolution and problem-solving skills.

• Commitment to safety, accuracy, and exceptional service.

Benefits

• Competitive hourly wage with shift differentials and overtime pay.

• Travel privileges for employees and eligible family members.

• Medical, dental, vision, and life insurance options.

• 401(k) retirement plan with company match.

• Paid time off, including vacation, sick leave, and holidays.

• Uniform allowance and paid training programs.

• Career growth opportunities within American Airlines.

Why Join American Airlines?

At American Airlines, we do not just offer jobs—we offer careers. Join a team that values diversity, inclusion, and your personal and professional development. As one of the largest airlines in the world, American Airlines offers a dynamic, fast-paced environment where your contributions truly matter. Be part of a company that connects people and cultures across the globe—and grow with us as we continue to lead the aviation industry.

How to Apply

Ready to elevate your career with American Airlines?
Visit our careers page at www.aa.com/careers and search for Airport Passenger Service Agent in your preferred location.
Submit your online application, upload your updated resume, and complete the required assessments.

We look forward to welcoming you aboard!