Passenger Service Agent

Company Horizon Air

The Team

Our airport teams work together to move guests and their belongings from curb to cabin, creating remarkable experiences along the way. Whether customer-facing or behind the scenes, we want to hear from you if you can be welcoming to people from all walks of life, think on your feet, and manage a flexible schedule. In return, you'll receive a competitive total rewards package, professional development opportunities, and other benefits that are all designed to take you places.

Role Summary

The Passenger Service Agent is responsible for assisting guests with travel needs by responding to guest inquiries and resolving complaints, and performing various tasks in baggage, ticketing, check-in and boarding flights. This is a union represented position.

Key Duties

1. Assist guests with travel needs (e.g., answering inquiries, baggage, ticketing, checking-in passengers and boarding flights).
2. Ensure cabin accommodations.
3. Assist with mishandled guests as a result of oversold flights, delayed or cancelled flights, lost, delayed or damaged luggage.
4. Evaluate and prepare flights by arranging seat assignments, directing guests, making announcements using a PA system, processing upgrades and standby requests.
5. Process and secure guest luggage. Enter and maintain delayed or damaged luggage claims using a data entry system.
6. At the direction of management, may be assigned to perform duties of varying capacities to ensure complete guest satisfaction.
7. Perform other duties as assigned.

Job-Specific Experience, Education & Skills

Required

1. Strong written and verbal communication skills.
2. Ability to juggle multiple tasks in a fast-paced environment.
3. Ability to obtain and maintain a valid passport allowing unrestricted travel to and from the U.S. at the time of applying.
4. Ability to learn and operate a computerized reservation system.
5. Typing speed of at least 25 WPM.
6. Ability to consistently lift 23 kilograms.
7. Must be able to stand for long periods of time.
8. Must be able to bend, stoop, squat, reach and grasp.
9. Ability to perform basic mathematics.
10. Ability to work a flexible schedule including nights, weekends and holidays.
11. Ability to participate in paid training that may require overnight travel.
12. Ability to communicate in English.
13. High school diploma or equivalent.
14. Minimum age of 18.
15. Must be authorized to work in Canada.

Preferred

1. A minimum of 1 year of customer service or community service experience.

Starting Rate
CAD $18.74/Hr.

Total Rewards

• Free stand-by travel privileges on Alaska Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

FLSA Status International

Employment Type Full-Time

Regular/Temporary Regular

Requisition Type Frontline

Apply by 7:00 PM Pacific Time on 4/22/2025

Location Victoria, BC - Airport

Regulatory Information Equal Employment Opportunity We are proud to be an Equal Employment Opportunity (EEO) and Affirmative Action (AA) employer that is committed to diversity, equity, and inclusion. We take affirmative action to ensure equal opportunity for all qualified applicants and employees and do not discriminate based upon race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disability status, genetic information (including family medical history), political views or activity, or other legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. We may use your information to maintain the safety and security of Alaska Airlines and Horizon Air, its employees, and others as required or permitted by law. People of color, women, LGBTQIA, immigrants, veterans, and persons with disabilities are encouraged to apply.