Remote Passenger Service Associate – /7 Support
Company: American Airlines
Location: United States
Employment Type: FULL_TIME, PART_TIME
Date Posted: 2025-11-01
Valid Through: 2026-11-01
Job Summary
American Airlines is seeking a dedicated and customer-focused Remote Passenger Service Associate to join our global support team. In this role, you will provide exceptional assistance to passengers by handling inquiries, managing flight-related issues, and ensuring smooth travel experiences around the clock. The ideal candidate will possess excellent communication skills, a calm demeanor under pressure, and the ability to deliver high-quality service in a remote environment. This is a fully remote role offering the opportunity to represent one of the worlds leading airlines while enjoying the flexibility of working from home.
Key Responsibilities
Provide 24/7 customer support to passengers via phone, email, and live chat.
Assist travelers with flight bookings, cancellations, rebookings, and itinerary changes.
Offer accurate information about flight schedules, check-in procedures, baggage policies, and travel requirements.
Handle customer complaints and resolve issues efficiently while maintaining a professional tone.
Coordinate with internal departments to address ticketing, refunds, and travel disruptions.
Maintain detailed records of customer interactions and ensure data accuracy in company systems.
Uphold American Airlines standards of excellence in service and passenger satisfaction.
Support international passengers with language-sensitive communication and special assistance needs.
Required Skills and Qualifications
High school diploma or equivalent (Bachelors degree preferred).
Exceptional verbal and written communication skills in English.
Strong problem-solving, conflict resolution, and decision-making abilities.
Ability to multitask and manage multiple passenger inquiries simultaneously.
Proficiency in computer systems, CRM tools, and online booking software.
Empathy, patience, and professionalism when handling customer concerns.
Reliable internet connection and a quiet workspace suitable for remote work.
Experience
Minimum of 1–3 years of experience in customer service, preferably in the airline, travel, or hospitality industry.
Experience with global reservation systems (e.g., Amadeus, Sabre, Galileo) will be an added advantage.
Freshers with strong communication skills and a passion for travel are also encouraged to apply.
Working Hours
This position requires flexible availability for 24/7 shift operations, including nights, weekends, and holidays.
Shift rotations will be scheduled in advance to maintain work-life balance.
Knowledge, Skills, and Abilities
In-depth understanding of airline operations, ticketing policies, and passenger handling procedures.
Ability to remain composed and courteous during high-pressure situations.
Strong organizational and time management skills.
Culturally sensitive and capable of assisting passengers from diverse backgrounds.
Excellent attention to detail and commitment to service quality.
Benefits
Competitive salary with performance-based incentives.
Fully remote work with flexible scheduling.
Comprehensive health, dental, and vision insurance.
Paid training and professional development opportunities.
Employee travel benefits and discounted flight tickets.
Career growth within a globally recognized airline brand.
Why Join American Airlines
Joining American Airlines means becoming part of a world-class organization that connects millions of passengers worldwide. You will work in a supportive, dynamic environment where your skills are valued and your growth is encouraged. As a Remote Passenger Service Associate, you will play a vital role in delivering the exceptional travel experience that American Airlines is known for—while enjoying the freedom and flexibility of working from home.
How to Apply
Interested candidates are invited to submit their updated resume and a brief cover letter highlighting relevant experience and motivation for joining American Airlines.
Apply directly through the American Airlines Careers Page or send your application to the official HR email listed in the job posting.
