Job Description:

The Airline Ticketing Agent is responsible for providing exceptional customer service while assisting passengers with airline reservations, ticketing, check-in support, and travel-related inquiries. This role serves as a key point of contact for customers, ensuring accurate ticket processing, compliance with airline policies, and a positive travel experience. The Ticketing Agent handles transactions efficiently, resolves customer concerns, and maintains a professional and courteous demeanor in a fast-paced, customer-facing environment.

Alliance Ground International (AGI) is one of the largest independently owned ground handling companies providing services to 100+ airlines in 61 airports across the U.S. and Canada. We are the home to over 12,000 team members supporting over 1.5B Kilos and over 400K departures. Our Ground division has a strong reputation in aviation ground services. We are committed to providing the highest quality service and continuing our outstanding safety track record. As we continue to grow, we only look for the best in the industry.
 

Job Responsibilities:

• Inform clients of essential and accurate travel information, such as flight schedule, availability, transportation connections and prices
• Make and confirm reservations, explain rules and give quotes and fares, issue tickets and arrange for travel extras for certain destinations if needed.
• Collect deposits or payments by credit card or other approved methods.
• Follow up and coordinate with customers to meet their requests.
• Assist in re-scheduling passengers affected by flight irregularities.
• Perform different ticketing processes such as refund, exchange and refund.
• Issue employees’ tickets or discounted tickets
• Implement airlines policy and ensure that quality standards are met.
• Coordinate special passengers’ needs and requests such as medical cases, stretcher cases, or unaccompanied minors.
• Prepare daily balanced sales transaction reports.
• Perform other related duties as assigned from the direct Supervisor/Manager.

Safety, Security and Compliance:

All AGI Team members have a responsibility and duty while at work to:

• Take reasonable care for the health, wellbeing, safety, and security of themselves and of others who may be affected by their actions or omissions while at work.
• Cooperate with their manager / supervisor to allow them to perform or comply with any legal requirements imposed on the company.
• Not intentionally or recklessly interfere with or misuse anything provided by the company in the interests of health, wellbeing, safety, security, or welfare reasons.
• Inform their manager / supervisor of any work situation, equipment, or activity that represents a serious or immediate danger to health, wellbeing, safety, and security.
• Report any hazards, near misses, incidents, accidents, or dangerous occurrences to their manager / supervisor, who will then follow the procedures contained in company and carrier Safety and Security procedures. 
• Carry out work in accordance with information and training provided and any specific health, wellbeing, safety, and security rules or procedures.
• Fully understand AGI Health & Safety and Security policies. 
• Attend training courses as may be required by AGI.

Physical Requirements:

• Must be able to lift/carry / push/pull and move items of 70 pounds and/or more regularly and repetitively lift weights of 40 to 50 pounds on raised surfaces.
• Must be able to stand for extended periods of time and perform duties in an airport terminal environment.
• Must be able to carry heavy items up and down jetway stairs.
• Must be alert to moving vehicles, equipment, or aircraft and must be able to use radio equipment.

Knowledge, Skills & Abilities:

• Basic Math Skills: Ability to take payment and give correct change or process refunds as needed.
• Computer Skills: Ability to learn new computer systems to enter and update passenger ticketing information, including the ability to navigate reservations or point-of-sale systems
• Empathy and Active Listening: Understand and address passenger concerns effectively.
• Problem-Solving: Capable of identifying challenges and implementing innovative solutions to enhance passenger satisfaction.
• Passion for Service Excellence: A strong customer service orientation with the ability to remain professional in high-pressure or irregular operations situations

Qualifications:

• High school diploma or equivalent required
• Minimum of 1 year of customer service experience, preferably in airline, travel, hospitality, or transportation environments
• Ability to obtain and maintain airport security clearance/badge as required
• Ability to work rotating shifts, including early mornings, evenings, weekends, holidays, and peak travel periods
• Must meet company appearance standards and represent the AGI brand professionally
• If work location is in the United States, must have authorization to work in the United States as defined by the Immigration Reform Act of 1986. If work location is in Canada, must have authorization to work in Canada as defined by the Immigration and Refugee Protection Act (IRPA) of 2001.

AGI offers a comprehensive benefit package for all employees, including paid vacation and medical / dental / vision for full-time qualified employees as well as medical coverage for part time employees. AGI also provides free uniforms and free on-the-job training to all employees. Additional benefits include company-matched 401(k) program, company-paid employee assistance program, voluntary life insurance, and travel discounts on car rentals, hotels, and cruises to name a few.

The successful AGI team member brings their “A” game every day with energy and enthusiasm, respect for their team, and the highest regard for safety!

Alliance Ground International is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. AGI is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national, origin, sexual orientation, age, citizenship, marital status, disability or veteran status.