Passenger Agent
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Job Description
Distressed Passenger Agent arranging hotel lodging and ground transportation for passengers affected by flight disruptions. Supporting Corpay’s commercial payments and lodging-services operations.
Responsibilities:
- Arrange hotel accommodation and ground transportation for distressed passengers
- Manage urgent and last-minute passenger relocations
- Receive and respond to booking requirements through the ConneX App, email, chat, telephone, system notifications, and walk-ups
- Coordinate with scheduling teams, internal departments, management, vendors, and passenger support desks
- Source suitable and compliant hotel options when contracted hotels are unavailable or sold out
- Obtain airline approval for non-compliant accommodation options and record approval details in ConneX notes
- Process vendor payments according to system settings and contractual payment terms
- Record reservations, agreements, approvals, and background details in TA Connections systems
- Monitor access to required systems, tools, and resources and report issues to the shift supervisor
- Use relevant systems and technology to process, track, and report booking transactions
- Support IT, Billing, and Commission Collections teams with data gathering, folio collection, payment-related activities, and issue resolution
- Maintain attendance, punctuality, break compliance, and adherence to company policies
- Report workplace incidents to the supervisor on shift and/or HR
- Support special projects and complete other assigned duties
Requirements:
- High school diploma or GED required
- Some college education preferred
- Previous customer service, travel, hospitality, or call centre experience preferred
- Strong interpersonal, customer relationship, and communication skills
- Excellent written communication and negotiation skills
- Strong organisational skills and ability to manage multiple priorities under pressure
- Ability to work independently and contribute effectively as part of a team
- Comfortable communicating with clients, vendors, and business partners via phone and electronic channels
- Familiarity with hotel sourcing, rate negotiation, and hotel market requirements is an advantage
- General understanding of ConneX or similar booking systems preferred
- Strong computer skills and confidence using multiple systems simultaneously
- Willingness to work shifts, including extended hours during irregular operations
- Reliable home internet connection of at least 100 Mbps
- Quiet home-working environment
Benefits:
- Potential pre-employment screening, including employment references, identity verification, criminal record checks, financial or sanctions screening, and other background checks as permitted by local law
- Equal employment opportunities and reasonable accommodation during the application or interview process
- Additional compensation elements such as bonuses, incentives, benefits, or variable pay may apply where applicable
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