Alliance Ground International (AGI) is one of North America’s largest independently owned ground handling companies. With operations in 61 locations across the U.S. and Canada, AGI serves over 100 airlines and employs more than 12,000 team members.
Each year, AGI supports the movement of 1.5+ billion kilograms of cargo and 400,000+ flights, maintaining a strong reputation for safety and service excellence.
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Details:
Location: Canada | Industry: Aviation & Ground Handling
Employment Type: Full-time / Part-time
Job Summary:
As a Passenger Service Agent, you are responsible for delivering high-quality service to travelers from check-in to arrival. You will assist passengers at key points such as ticket counters, boarding gates, and baggage claim while ensuring compliance with airline procedures and safety regulations.
Key Responsibilities:
- Greet and assist passengers during check-in, bag drop, boarding, and arrival.
- Issue tickets, process itineraries, compute fares, handle refunds, and manage reservations.
- Respond to passenger inquiries regarding flight schedules, fares, and general travel information.
- Process excess baggage charges and handle cargo check-in as needed.
- Assist with lost and found operations and baggage tracing, and manage claims for lost or damaged items.
- Monitor and verify travel documents, boarding passes, and ensure compliance with airline requirements.
- Prepare and complete necessary flight documentation and ensure post-departure tasks are fulfilled.
- Coordinate gate activities between flight crew, ground staff, and airport vendors.
- Comply with hazardous material handling policies and related airline procedures.
Safety & Compliance Duties:
All AGI employees are expected to:
- Maintain personal and workplace safety, and report any hazards or incidents immediately.
- Follow all AGI and airline-specific safety, health, and security procedures.
- Participate in required training, including Security Identification Display Area (SIDA) training.
- Use all safety equipment responsibly and report any misuse or damage.
- Support company efforts to meet legal and regulatory compliance standards.
Qualifications:
Minimum Requirements:
- High school diploma or GED equivalent.
- Must be at least 18 years old.
- Legally authorized to work in Canada (in accordance with the Immigration and Refugee Protection Act).
- Ability to obtain airport security clearance (SIDA badge).
Preferred Qualifications:
- Minimum of one year of experience in customer service.
- Prior experience in airline or aviation services is an asset.
- Proficient in using computer systems, including reservations and ticketing software.
- Strong interpersonal and communication skills.
Knowledge, Skills & Abilities:
- Customer Service: Friendly, outgoing demeanor with the ability to manage concerns professionally.
- Communication: Clear verbal and written communication; able to make announcements and give instructions.
- Critical Thinking: Ability to resolve customer issues, verify documentation, and troubleshoot flight or baggage-related challenges.
- Technical Skills: Comfortable with computers and able to use airline systems effectively.
- Time Management: Punctual and capable of working in a fast-paced environment.
Physical Requirements:
- Ability to lift up to 70 lbs regularly; lifting 40–50 lbs on raised surfaces may be required.
- Ability to stand for extended periods.
- Comfortable working on jetway staircases and around moving equipment or aircraft.
- Capable of operating radios and working in busy airport environments.
Benefits:
- Competitive Salary:
Approx. $22.06/hour (based on market averages). - Travel Discounts:
Free or discounted travel benefits (varies by airline). - Flexible Scheduling:
hift work suitable for students or part-time availability. - Professional Growth:
Opportunity to advance into Lead Agent, Supervisor, or Management roles. - Skill Development:
Gain experience in communication, problem-solving, and aviation operations. - Insurance Coverage:
Health, dental, and vision benefits for full-time employees. - Paid Leave:
Includes vacation, medical leave, and statutory holidays. - Additional Perks:
Discounts on airport services, hotels, and rental cars. - Inclusive Culture:
Work with a diverse, multicultural team in a global environment.
Equal Opportunity Employer:
AGI is committed to creating an inclusive workplace that celebrates diversity. Employment decisions are based on merit and qualifications, without regard to race, gender, religion, age, disability, sexual orientation, or any other protected status.
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Frequently Asked Questions:
What does a Passenger Service Agent do?
They assist travelers with check-in, boarding, ticketing, and baggage issues, and provide customer support throughout the airport experience.
Can I apply without airline experience?
Yes. While experience is preferred, it is not required. Strong customer service skills are essential.
Is training provided?
Yes. AGI offers on-the-job training and covers uniform costs.
