Passenger Service Agent Jobs in Canada 2025 – Apply Now

As a Passenger Service Agent, you will guarantee that our traveling customers are kept informed and are in the appropriate location at the appropriate time, from check-in and bag drop to boarding gates and arrivals. You will prioritize the needs of our customers and their customers in all of the work that our AGI Passenger Service Agents do, adhere to safety, security, and airline-specific procedures.

This is a consumer-facing position that is dedicated to delivering exceptional customer service to all travelers we encounter. If you are a cheerful, gregarious individual who is dedicated to providing exceptional customer service, consider joining AGI as a Passenger Service Agent. Your career will soar!

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Alliance Ground International (AGI) is a ground handling company that provides services to over 100 airlines in 61 locations throughout the United States and Canada. It is one of the largest independently owned companies in the industry. We are the location of over 12,000 team members who are responsible for the transportation of more than 1.5 billion kilograms and the departure of more than 400 thousand individuals. We are dedicated to maintaining our exceptional safety record and delivering the highest quality service. We are committed to recruiting only the most exceptional professionals in the industry as we expand.

Job Responsibilities:

• Ensure that customers are completely satisfied with their voyage by providing exceptional customer service in accordance with AGI and airline-specific standards.
• Guarantee that safety and security are never jeopardized.
• Conduct customer interactions with the class in a professional, efficient, and effective manner at the gate and ticket counter.
• Prepare and assist with the issuance of tickets and itineraries, the computation of tariffs, the issuance of refunds, the checking of cargo, and the collection of excess baggage charges. Additionally, make reservations.
• Conduct lost and found activities, initiate tracing procedures for lost passenger baggage, process claims for damaged or lost baggage and personal articles, manage customer concerns and complaints regarding ticketing and baggage handling in a patient and empathetic manner, and prepare and maintain the necessary records and reports of lost and found activities.
• Providing passengers with general travel information, knowledgeablely respond to inquiries regarding flight schedules, fares, and other inquiries as they arise.
• Perform duties in the departure lounges or at boarding gates when enplaning and deplaning passengers, check the validity of passenger tickets and documents, and make all necessary arrangements to accommodate passengers’ reservations, standbys, and their luggage. Meet aircraft at the gate or loading area.
• Ascertain the close-out time of the flight and prepare, complete, and verify a variety of flight forms for accuracy. Additionally, complete the post-departure procedures.
• Accountable for the coordination of all flight movement communications between the gate, ground management team, flight crew, and airport vendors.
• Adhere to the policies for passengers regarding the acceptance of hazardous materials.

Safety, Security and Compliance:

While on the job, all members of the AGI Team are obligated to:

• Ensure the health, safety, and security of themselves and others who may be impacted by their actions or omissions while at work by exercising reasonable care.
• Collaborate with their manager or supervisor to enable them to fulfill or adhere to any legal obligations that have been placed on the company.
• Do not intentionally or brazenly interfere with or misuse any resources provided by the company for the purpose of health, safety, security, or welfare.
• Notify their manager or supervisor of any work situation, equipment, or activity that poses a significant or immediate threat to their health, safety, well-being, or security.
• Report any hazards, near misses, incidents, accidents, or hazardous occurrences to their manager or supervisor, who will subsequently adhere to the processes outlined in the company and carrier’s Safety and Security policies.
• Work in compliance with the information and training that have been provided, as well as any specific health, safety, and security rules or procedures.
• Comprehend the policies of AGI regarding health, safety, and security in their entirety.
• Participate in training courses as required by AGI.

Benefits:

• Competitive Compensation: Passenger service personnel in Canada typically receive salaries that are competitive.
• Benefits of Traveling: Numerous airlines and airport operators provide employees with complimentary or discounted travel advantages for themselves and their families.
• Adaptable Work Schedules: Shift-based work schedules are suitable for students, part-time workers, or individuals with other commitments due to their flexibility.
• Prospects for Professional Development: In the aviation or customer service sector, passenger service agents have the potential to progress to more advanced positions, including supervisor, manager, or lead agent.
• Enhancement of Skills: Employees acquire critical competencies, including communication, conflict resolution, time management, and problem-solving.
• Insurance and Health Benefits: Comprehensive health benefits, such as medical, dental, and vision coverage, are provided by numerous employers.
• Paid time off: In accordance with Canadian labor laws, passenger service agents are entitled to paid vacation days, medical leave, and statutory holidays.
• Discounts for Employees: Employees may qualify for discounts on airport retail, dining, and partner services, including hotels and vehicle rentals.
• Multicultural Work Environment: Employees in airports are exposed to a variety of cultures, languages, and individuals from around the globe.
• Job Security: Canada’s aviation sector is robust, providing employment opportunities that are both stable and secure.

Physical Requirements:

• The individual must be capable of lifting, carrying, pushing, pulling, and moving items weighing 70 pounds, as well as lifting weights weighing 40 to 50 pounds on raised surfaces on a regular and repetitive basis.
• It is essential to be capable of standing for extended periods of time.
• It is necessary to be capable of transporting large objects up and down jetway staircases.
• Must possess the ability to operate radio equipment and be vigilant for aircraft, equipment, or vehicles that are in motion.

Knowledge, Skills, and Abilities:

Appearance: The individual must be willing to adhere to the uniform and insignia guidelines established by AGI. A positive corporate image must be conveyed through personal appearance and hygiene.

Good communication skills: In order to coordinate the movement of passengers and the handling of equipment and baggage, Passenger Service Agents must be able to communicate information and instructions verbally and/or via radio equipment in a professional manner with the flight crew, gate agents, customers, and other ground crew. Accept and respond to passengers’ repetitive inquiries in a friendly, extroverted manner. Capacity to communicate and be comprehended when providing passengers with information or directions through verbal communication or overhead announcement systems.

Computer proficiency: Passenger Service agents are obligated to operate computer systems on a daily basis.

Critical thinking skills: The agent may be required to troubleshoot issues in order to assist passengers with reservation issues, process excess baggage fees correctly, and verify the necessary visa documentation.

Basic arithmetic skills: The ability to process payment transactions for flight/seat enhancements, excess baggage fees, and other related expenses is required.

Time management ability: In order to complete duties in a fast-paced environment, Passenger Service agents must be able to effectively manage their time. It is mandatory to arrive at work in a timely and consistent manner.

Qualifications:

• Possess a high school diploma, GED, or work experience equivalent and be at least 18 years of age.
• Authorization to work in the United States is required if the work location is in the United States, as defined by the Immigration Reform Act of 1986. Authorization to work in Canada, as defined by the Immigration and Refugee Protection Act (IRPA) of 2001, is required if the work location is in Canada.
• In order to obtain airport authority identification security, it is necessary to complete SIDA training.
• Preferred Qualifications: A minimum of one year of relevant experience. It is advantageous to possess airline experience, and prior expertise in customer service in person is also advantageous.

AGI provides a comprehensive benefit program to all employees, which includes paid vacation and medical, dental, and vision coverage for full-time, qualified employees, as well as medical coverage for part-time employees. Additionally, AGI offers complimentary on-the-job training and uniforms to all employees. Among the additional benefits are a company-matched 401(k) program, a company-paid employee assistance program, voluntary life insurance, and travel discounts on hotels, cruises, and vehicle rentals.

Every day, the successful AGI team member brings their “A” game with vitality and enthusiasm, the utmost respect for their team, and the utmost concern for safety.

Alliance Ground International is an employer that prioritizes diversity. We are dedicated to fostering an inclusive environment for all employees and celebrate diversity. AGI is dedicated to providing equal employment opportunities for all individuals, irrespective of their ethnicity, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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