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If you’ve ever Googled “passenger service agent job description,” you’ve probably seen dozens of near-identical posts. They all look the same: generic bullet points, stiff language, and vague lists of responsibilities.
The problem? Those kinds of job descriptions don’t actually attract great candidates. They read like legal documents instead of opportunities.
Here’s the truth: A passenger service agent is often the first human interaction a traveler has with your airline or airport. They’re not just processing tickets—they’re shaping experiences, setting the tone for a passenger’s journey, and representing your company’s values in every interaction.
So if your job post is just a dry checklist, you’re going to miss out on the very people who can create trust, calm anxious travelers, and keep operations smooth.
That’s why in this guide, we’re not just giving you a copy-paste job description. We’ll break down what the role actually is, show you examples of great job posts (plus a bad one for contrast), and give you templates so you can adapt to your company’s culture.
And if you haven’t yet, I recommend checking out our full guide on how to write a job post that attracts top talent , Link https://workscreen.io/how-to-write-a-job-post/ —because the truth is, most job posts fail before they even go live.
Smart Hiring Starts Here
WorkScreen simplifies the hiring process, helping you quickly identify top talent while eliminating low-quality applications. By saving you countless hours and reducing the risk of bad hires, it empowers you to build a team that delivers results
What A Passenger Service Agent (PSA) Actually Does - Their Duties Explained
A Passenger Service Agent (PSA) is the frontline representative of an airline or airport. They’re the people travelers meet at check-in counters, boarding gates, and sometimes even at arrival halls.
On paper, they handle tickets, check baggage, verify documents, and guide passengers through the boarding process. But in reality, their role goes much deeper:
- They set the tone for a traveler’s journey — often calming stressed passengers or reassuring first-time flyers.
- They solve problems on the spot — from rebooking flights to assisting with lost baggage or mobility needs.
- They balance empathy and efficiency — ensuring travelers feel cared for while keeping flights on schedule.
In short: Passenger Service Agents aren’t just ticking boxes—they’re brand ambassadors. Reliability, emotional intelligence, and quick problem-solving matter just as much as technical know-how.
Think of them as the human bridge between the airline’s operations and the passenger’s experience. When the role is done well, most travelers don’t even notice the complexity behind the scenes—they just feel supported and safe.
Two Great Passenger Service Agent Job Description Templates
We’ll provide two tailored job description options:
1.✅ Option 1: For employers looking to hire an experienced candidates with prior experience.
2.Option 2: For employers open to hiring entry-level candidates or those willing to train someone with potential.
✅ Job Post Example 1 (Experienced Passenger Service Agent)
Job Title: Passenger Service Agent – Deliver Exceptional Travel Experiences at SkyLink Airways
💼 Location: JFK Airport, New York
🕒 Type: Full-Time | Shift-based (Morning/Afternoon/Evening)
💰 Salary: $42,000 – $52,000/year + Overtime Opportunities
🎥 Meet the Team
(Insert Loom/YouTube link here: short welcome video from hiring manager or team lead explaining the role, culture, and why the work matters)
Who We Are
At SkyLink Airways, we believe air travel should be stress-free and welcoming. For over 15 years, we’ve connected travelers across 60 destinations worldwide with safe, efficient, and friendly service. Our Passenger Service Agents are the first touchpoint for travelers, and we pride ourselves on building a team that makes every journey smoother.
Our Company Culture
We thrive on teamwork, empathy, and accountability. Working at SkyLink means you’re part of a family that looks out for each other, supports career growth, and celebrates wins together.
What You’ll Do
As a Passenger Service Agent, you’ll be the face of SkyLink at JFK:
- Assist travelers with check-in, boarding, and baggage processes
- Verify travel documents and ensure compliance with airline regulations
- Provide special assistance for unaccompanied minors, elderly passengers, and travelers with mobility needs
- Handle schedule changes, rebookings, and last-minute passenger issues
- Maintain smooth communication with flight crew and ground staff
What We’re Looking For
- 2+ years of experience in airline/airport customer service
- Strong communication and problem-solving skills
- Ability to multitask in a fast-paced, high-pressure environment
- Familiarity with airline systems (e.g., Amadeus, Sabre) preferred
- Willingness to work flexible hours, weekends, and holidays
Perks & Benefits
- Competitive salary + overtime pay
- Health, dental, and vision insurance (eligible after 60 days)
- 15 days paid annual leave + 7 personal days
- Free or discounted staff travel on SkyLink flights
- Uniform and meal allowances provided
- Career advancement opportunities across departments
Why You’ll Love It Here
At SkyLink, you’re not just an employee — you’re part of a tight-knit crew that makes travel possible for thousands every day. We promote from within, celebrate team wins, and make sure you’re supported on and off the job. When you help passengers feel safe and cared for, we make sure you feel the same. Here, your effort gets noticed, your growth is encouraged, and your impact is real.
How We Hire
We know applying takes time, and we respect that. That’s why we use WorkScreen to make our process transparent and fair. Every applicant goes through a skills-based evaluation instead of just résumé screening.
📥 To Apply: Submit your application here → [WorkScreen link placeholder]
We’ll review every application and get back to you within two weeks. If shortlisted, you’ll be invited to an interview (virtual or in-person). Regardless of the outcome, you’ll always hear from us.
✅ Job Post Example 2 (Entry-Level / Willing to Train)
Job Title: Passenger Service Agent Trainee – Join Our Growing Team at AeroWave Ground Services
💼 Location: Atlanta International Airport (ATL)
🕒 Type: Full-Time | Flexible Shifts
💰 Salary: $16.50–$20.00/hour | Paid Training Provided
🎥 Meet the Team
(Insert Loom/YouTube link here: short message from HR manager and current team members highlighting training program, supportive culture, and career growth)
About Us
At AeroWave Ground Services, we provide passenger support and ground handling for major airlines at one of the busiest airports in the world. Our mission is simple: deliver efficient service while making sure every traveler feels cared for.
We’re expanding our team of Passenger Service Agents and are open to candidates with no prior experience. If you’re reliable, energetic, and eager to learn, we’ll provide the training you need to succeed.
What You’ll Do
- Welcome and guide passengers through check-in and boarding
- Answer questions and resolve traveler concerns with empathy
- Provide wheelchair and mobility assistance
- Support baggage drop-off, handling, and lost-and-found inquiries
- Keep processes smooth by coordinating with supervisors and flight crews
What We’re Looking For
- High school diploma or GED
- Strong communication skills and a customer-first attitude
- Ability to stand for long hours and lift up to 50 lbs
- Flexibility to work rotating shifts, including weekends and holidays
- No prior airline experience needed — training is provided
Perks & Benefits
- Paid training with industry certifications
- Starting hourly pay with overtime opportunities
- Medical, dental, and vision coverage after 90 days
- Up to 12 paid days off per year
- Employee travel discounts with partner airlines
- Career development program to move into senior roles
Why You’ll Love It Here
At AeroWave, you’re more than a uniform at the counter — you’re part of a family that looks out for each other in one of the busiest airports in the world. We’ll invest in your training, cheer you on as you grow, and celebrate your milestones. You’ll have the chance to start in passenger service and build a real career in aviation. If you’re looking for meaningful work, a supportive team, and a company that values you, you’ll love it here.
How We Hire
We respect every applicant’s time. Our process is designed to be fair and straightforward. That’s why we use WorkScreen to evaluate skills directly instead of relying on résumés alone.
📥 To Apply: Submit your application here → [WorkScreen link placeholder]
Every application is reviewed, and we respond within two weeks. If you’re a finalist, you’ll be invited to an interview where you’ll meet our team. We keep you updated every step of the way—because clarity and respect are part of our values.
Build a winning team—without the hiring headache.
WorkScreen helps you hire fast, confidently, and without second-guessing.
Breakdown of Why These Passenger Service Agent Job Posts Work
Both of these Passenger Service Agent job descriptions are designed with candidates in mind — not just HR checklists. Here’s why they connect:
1. The Job Titles Are Clear and Specific
- Instead of “Passenger Service Agent” (which is fine but generic), both posts go a step further:
- “Passenger Service Agent – Deliver Exceptional Travel Experiences at SkyLink Airways”
- “Passenger Service Agent Trainee – Join Our Growing Team at AeroWave Ground Services”
- “Passenger Service Agent – Deliver Exceptional Travel Experiences at SkyLink Airways”
- They tell candidates not just the role but also the mission and company context. This makes them feel purposeful, not transactional.
2. The Video Adds a Personal Touch
- By including a short Loom/YouTube video before the “About Us” section, candidates see the humans behind the brand.
- This builds trust, makes the post memorable, and sets you apart from the faceless corporate job ads.
3. The Company Overview Feels Human
- Both companies highlight their mission and impact, not just their history.
- SkyLink emphasizes stress-free travel and a 15-year track record.
- AeroWave focuses on support and care at one of the busiest airports while welcoming entry-level applicants.
- This context connects emotionally with candidates who want to feel they’re part of something bigger.
4. Culture and Values Are Front and Center
- Instead of just listing tasks, both posts describe what it’s like to work there — teamwork, empathy, accountability, support.
- This helps candidates self-select: they can quickly tell if they’d fit in or not.
5. Responsibilities Show Impact, Not Just Tasks
- Instead of dry bullets like “Assist passengers with boarding,” the posts frame duties as contributions:
- “You’ll be the face of SkyLink at JFK.”
- “Everything you do helps keep processes smooth.”
- “You’ll be the face of SkyLink at JFK.”
- This reframing makes the work feel meaningful — exactly what motivates strong applicants.
6. Transparent Requirements
- SkyLink sets clear expectations for experienced candidates (systems knowledge, multitasking).
- AeroWave explicitly says “no experience needed” and lists “nice-to-haves” as optional.
- This widens the candidate pool and encourages passionate applicants who might otherwise self-exclude.
7. Perks & Benefits Are Concrete
- Instead of vague “competitive benefits,” both posts list specific perks:
- Paid training, staff travel discounts, overtime pay, leave days, insurance timelines.
- Paid training, staff travel discounts, overtime pay, leave days, insurance timelines.
- Transparency builds trust and saves time by filtering out candidates with mismatched expectations.
8. “Why You’ll Love It Here” Humanizes the Pitch
- This section explains why the company is worth joining beyond pay and tasks.
- It emphasizes belonging, growth, and recognition:
- “Here, your effort gets noticed, your growth is encouraged, and your impact is real.”
- “You’ll have the chance to start in passenger service and build a real career in aviation.”
- “Here, your effort gets noticed, your growth is encouraged, and your impact is real.”
- This language speaks to candidates’ hearts, not just résumés.
9. The Hiring Process Feels Respectful and Modern
- Both JDs clearly outline how WorkScreen is used: fair, skill-based evaluation instead of résumé black holes.
- They promise feedback within two weeks and updates at every step.
- This makes applicants feel valued — which is rare, and therefore memorable.
👉 In short:
These job posts work because they combine clarity, transparency, and human connection. They don’t just check boxes — they sell the role, the mission, and the culture, which is exactly what attracts top candidates.
Example of a Bad Passenger Service Agent Job Description (And Why It Fails)
❌ Bad Job Post Example
Job Title: Passenger Service Agent
Company: Global Airways
Job Type: Full-Time
Location: Chicago O’Hare International Airport
Job Summary
Global Airways is seeking to hire a passenger service agent to assist with customer service and airport operations. The ideal candidate will check passengers in, handle baggage, and provide support at the boarding gates.
Key Responsibilities
- Assist with passenger check-in
- Provide customer service as needed
- Ensure compliance with airline rules
- Help with boarding procedures
Requirements
- High school diploma
- 2–3 years of customer service experience preferred
- Ability to stand for long hours
- Flexible schedule
How to Apply
Interested candidates should send their CV and cover letter to hr@globalairways.com. Only shortlisted candidates will be contacted.
❌ Why This Job Post Fails
- The Job Title Is Generic
Just “Passenger Service Agent.” No context, no mission, nothing to stand out from hundreds of identical posts online. - The Introduction Is Cold
“Seeking to hire” is lifeless. There’s no story, no context about the company, no excitement about the role. - No Salary or Benefits
Candidates immediately feel like the company is hiding information. Serious applicants want transparency. - No Company Culture or Values
The description never mentions what it’s like to work there — no mention of teamwork, growth, or support. It feels purely transactional. - Responsibilities Are Vague
Tasks like “assist with passenger check-in” are too broad and uninspiring. There’s no sense of impact or why it matters. - Dismissive Hiring Process
“Only shortlisted candidates will be contacted” signals that the company doesn’t value applicants’ time. It feels cold and unwelcoming. - The Call to Action Is Weak
“Send CV to hr@…” looks outdated and unprofessional. It feels more like a bureaucratic requirement than an opportunity to join a team.
👉 In short:
This kind of job post checks boxes but doesn’t connect. It doesn’t inspire confidence, doesn’t sell the opportunity, and fails to attract quality candidates. The best people will scroll past it and apply somewhere else.
Bonus Tips to Make Your Job Description Stand Out
Writing a solid job description is good. But if you want your post to shine and attract the kind of candidates who care about details, trust, and culture, here are a few advanced tips most companies miss:
1. Add a Security & Privacy Notice
Candidates want to feel safe when applying. Adding a short note shows you take their privacy seriously:
🛡️ Example:
“We take the security and privacy of all job applicants very seriously. We will never ask for payment, bank details, or personal financial information during any part of the hiring process.”
This small line instantly builds trust.
2. Mention Leave Days or Flexibility
Top candidates value their time off as much as their paycheck. Being upfront about leave is a huge credibility boost.
🌴 Example:
“Enjoy up to 18 paid leave days per year plus 5 personal days — so you can recharge and come back stronger.”
3. Highlight Training & Growth Opportunities
Even entry-level candidates want to know they can grow. Include how you invest in them.
📈 Example:
“We invest in your growth. From day one, you’ll have access to paid training, mentorship programs, and clear pathways to advance within the company.”
4. Include a Loom/Video Message
Adding a short 1–2 minute video from the hiring manager or team makes your post instantly more human and engaging. Candidates remember faces, not just text.
🎥 Example:
“Watch this quick video from our station manager on what it’s really like to be a Passenger Service Agent at [Company Name].”
Here is an example that we used in our master guide on how to write a great job post description , you can check it out here https://www.loom.com/share/ba401b65b7f943b68a91fc6b04a62ad4
5. Make the Call to Action Human
Instead of a cold “Apply here,” speak directly to the candidate.
💬 Example:
“If you’re passionate about helping travelers and want to grow in aviation, we’d love to hear from you. Apply through WorkScreen today and let’s start the conversation.”
👉 Why this matters:
These little touches don’t take long to add — but they set you apart from 90% of job descriptions online. They show that your company values people, not just positions.
Why You Shouldn’t Rely on AI Alone for Job Descriptions
It feels like everyone is using AI to churn out job descriptions these days — and even some ATS platforms now offer “one-click” job post generators. On the surface, that sounds like a time-saver. But here’s the catch:
AI-generated job posts without context are generic, uninspiring, and ineffective.
❌ The Risks of Using AI Blindly
- Generic & Forgettable: Without your input, AI defaults to the same lifeless bullet points you see everywhere online.
- Wrong Candidate Pool: You’ll attract people skimming for any job, not the ones aligned with your role and culture.
- Damages Your Brand: A job post is often the first impression candidates get of your company. If it feels copy-paste, that’s the impression they’ll have of you.
✅ The Right Way to Use AI
AI can still be a powerful ally — if you use it intentionally. Think of it as a polishing tool, not a replacement for your voice.
Here’s how:
- Start with Raw Ingredients
Give AI the essentials:
- What your company does
- What the role actually entails
- Your culture and values
- The kind of candidate you’re looking for
- Salary, perks, and benefits
- Prompt It Intentionally
Instead of “Write me a job post for a Passenger Service Agent,” try:
“Help me write a job description for our company, SkyLink Airways. We’re hiring a Passenger Service Agent to support check-in, boarding, and customer assistance at JFK Airport. Our culture is collaborative and people-first, and we want to attract candidates who are empathetic, reliable, and customer-focused. We offer $42–52k/year, staff travel discounts, and career growth opportunities. Here are some notes I’ve drafted to guide you [paste notes]. Make this human and engaging, not corporate.”
- Polish, Don’t Publish
Take what AI generates, then refine it with your company’s personality, mission, and culture. Add details like a Loom video or “Why You’ll Love It Here.”
👉 The Bottom Line: AI should help you sound better, not replace what makes your company unique. Candidates are smart — they can tell when a post is authentic and when it’s cookie-cutter.
Don’t let bad hires slow you down.
WorkScreen helps you find the right people—fast, easy, and stress-free.
Need Quick Copy-Paste Passenger Service Agent Job Description Templates
We get it — sometimes you just need something fast. Maybe you’ve read this guide and understand what a strong job post looks like, but you also want a solid starting point you can copy, paste, and tailor in minutes.
That’s what this section is for.
✏️ Important Reminder:
Don’t copy this word-for-word and expect magic.
This is a foundation, not a final draft.
Add a Loom video, inject your team culture, and edit the details to reflect your actual company.
In this section, you’ll find two ready-to-use job description templates for quick copy-paste use — but please remember, like we mentioned above, don’t just copy them word-for-word and expect results.
Think of these as starting points, not final drafts.
- Option 1: A more conversational, culture-first job description that highlights personality and team fit.
- Option 2: A more structured format, including a Job Brief, Responsibilities, and Requirements for a traditional approach.
✅ Option 1: Conversational Job Description (Culture-First Style)
Job Title: Passenger Service Agent – [Your Airline/Ground Handling Company Name]
💼 Location: [Airport Name, City]
🕒 Type: [Full-Time/Part-Time] | [Shift details]
💰 Salary: [$X–$Y/year OR $X–$Y/hour] + Benefits
🎥 Meet the Team
(Insert Loom/YouTube link from hiring manager/team here for a personal touch)
About Us
At [Company Name], we believe every journey should start with a great experience. Our Passenger Service Agents are the first people travelers meet at the airport — and we rely on them to deliver service that’s warm, efficient, and reassuring.
What You’ll Do
- Assist passengers with check-in, boarding, and baggage
- Verify documents and ensure compliance with airline/airport procedures
- Provide support to travelers needing extra assistance (elderly, mobility needs, unaccompanied minors)
- Handle passenger inquiries and resolve travel issues with empathy
- Communicate effectively with flight crews and ground staff
What We’re Looking For
- [X years] of customer service experience (airline/airport preferred, but not required)
- Strong communication and problem-solving skills
- Ability to multitask in high-pressure environments
- Willingness to work flexible shifts (including weekends and holidays)
Perks & Benefits
- Competitive pay + overtime opportunities
- Health, dental, and vision insurance
- Paid time off (X days annually)
- Staff travel discounts and uniform provided
- Career growth and internal promotion opportunities
Why You’ll Love It Here
At [Company Name], you’re not just an employee — you’re part of the crew that makes travel possible. We recognize effort, celebrate wins, and support your career growth. Here, your work matters, your voice counts, and your growth is our priority.
📥 How to Apply
We use WorkScreen to make hiring fair and transparent. Apply here → [Insert WorkScreen link]
Every application is reviewed, and you’ll always hear back from us.
✅ Option 2: Structured Job Description (Job Brief + Responsibilities + Requirements)
Job Title: Passenger Service Agent
Location: [Airport Name, City]
Job Type: [Full-Time/Part-Time]
Job Brief
We are looking for a Passenger Service Agent to join our team and ensure a smooth travel experience for our passengers. This role involves assisting travelers with check-in, boarding, and baggage, while providing excellent customer service at every touchpoint.
Key Responsibilities
- Process passenger check-in and boarding
- Verify travel documents and maintain compliance with airline regulations
- Provide assistance to travelers requiring special support
- Manage baggage handling, lost-and-found queries, and rebooking needs
- Collaborate with supervisors and flight crews to ensure smooth operations
Requirements
- High school diploma or equivalent
- Prior customer service experience preferred (airline/airport a plus)
- Ability to stand for long hours and lift up to 50 lbs
- Strong communication skills and ability to remain calm under pressure
- Willingness to work rotating shifts, weekends, and holidays
Benefits
- Competitive pay [$X–$Y/hour or $X–$Y/year]
- Health, dental, and vision insurance
- Paid training and career growth opportunities
- Travel discounts with airline partners
- Paid time off [X days annually]
📥 How to Apply
To apply, complete your skills-based evaluation through WorkScreen → [Insert WorkScreen link]
We’ll review every application and respond within [X timeframe].
Next Step: Let WorkScreen Handle the Hard Part
Writing a great job description is just the first step. Once your post goes live, you’ll start getting applications — and here’s where most companies struggle:
- Too many unqualified applicants
- Too much time wasted on résumé reviews
- No clear way to tell who’s truly the best fit
That’s where WorkScreen.io comes in.
🚀 How WorkScreen Helps You Hire Smarter
✅ Quickly Identify Top Talent
WorkScreen automatically evaluates candidates, scores their performance, and ranks them on a simple leaderboard — making it easy to see your most promising applicants at a glance.
✅ Assess Real Skills, Not Just Résumés
With Workscreen’s one-click skill tests, you can assess candidates based on real-world ability—not just credentials like résumés and past experience. This helps you hire more confidently and holistically.
✅ Filter Out Low-Effort Applicants
WorkScreen eliminates low-effort applicants—including those who use AI Tools to apply, copy-paste answers, or rely on “one-click apply.” This way, you focus only on genuine, committed, and high-quality candidates—helping you avoid costly hiring mistakes.
🎯 Why It Matters for Passenger Service Agents
For customer-facing roles like PSAs, soft skills (empathy, communication, problem-solving under pressure) matter just as much as experience. WorkScreen helps you measure those traits directly, so you can hire people who will actually thrive in the role.
📥 Get Started Today 👉 Start hiring smarter with WorkScreen today.
Once you’ve written your job post, create a WorkScreen link, share it with applicants, and let the platform handle the evaluation. You’ll spend less time sorting résumés and more time hiring the right people.
Passenger Service Agent Job Description - FAQs
A Passenger Service Agent (PSA) works primarily on the ground, handling check-ins, boarding, baggage issues, and assisting travelers with airport processes. They are the first point of contact at the airport and ensure passengers have a smooth experience before takeoff.
A Flight Attendant, on the other hand, works onboard the aircraft, ensuring safety, comfort, and in-flight service. While both roles are customer-facing, PSAs focus on the airport experience, and flight attendants focus on in-air service and safety.
The top skill is emotional intelligence, combined with strong communication and problem-solving abilities. PSAs interact with stressed, tired, or anxious passengers, so someone who can remain calm, empathize, and resolve issues efficiently will excel in this role.
Most airlines require:
- High school diploma or equivalent (some prefer a college degree in hospitality, business, or aviation)
- Fluency in at least one major language (English is typically essential; multilingual skills are a plus)
- Customer service experience (retail, hospitality, or front desk roles translate well)
Certifications like IATA Ground Operations or TSA security training can be a bonus but are usually trained on the job.
The average salary varies by location and airline:
- United States: $28,000 – $45,000/year
- Europe: €22,000 – €40,000/year
- Other regions: salaries can vary widely depending on local cost of living and airline standards
Keep in mind, most airlines also offer perks such as travel benefits, insurance, and performance bonuses, which add to total compensation.
- Calm under pressure
- Problem-solving mindset
- Empathy and patience
- Attention to detail
- Team player
Hiring managers often value personality and attitude as much as experience — after all, PSAs are the face of the airline.
