How to hire a passenger service representative

How to hire a passenger service representative, step by step

Here's a step-by-step passenger service representative hiring guide:

• Step 1: Identify your hiring needs
• Step 2: Create an ideal candidate profile
• Step 3: Make a budget
• Step 4: Write a passenger service representative job description
• Step 5: Post your job
• Step 6: Interview candidates
• Step 7: Send a job offer and onboard your new passenger service representative
• Step 8: Go through the hiring process checklist

Post a passenger service representative job for free, promote it for a fee

Post free

1. Identify your hiring needs

   First, determine the employments status of the passenger service representative you need to hire. Certain passenger service representative roles might require a full-time employee, whereas others can be done by part-time workers or contractors.

   Determine employee vs contractor status

   Is the person you're thinking of hiring a US citizen or green card holder?

   Yes

   No

   A passenger service representative's background is also an important factor in determining whether they'll be a good fit for the position. For example, passenger service representatives from different industries or fields will have radically different experiences and will bring different viewpoints to the role. You also need to consider the candidate's previous level of experience to make sure they'll be comfortable with the job's level of seniority.

   The following list breaks down different types of passenger service representatives and their corresponding salaries.

   Type of Passenger Service Representative	Description	Hourly rate
   Passenger Service Representative	Customer service representatives interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.	$12-20
   Support Representative	The primary job of technical support representatives is to answer incoming calls and resolve customer problems or complaints related to computer hardware and software. They typically work in team environments and report directly to the technical department manager... Show more	$12-20
   Enrollment Representative	An enrollment representative directly communicates with clients when it comes to enrollment programs. Although their duties vary on their place or industry of employment, it typically includes helping enrollees understand the program requirements and rules, reaching out to enrollees to provide updates, gathering and processing applications, answering inquiries, and collecting payments when necessary... Show more	$12-18

   Show more

2. Create an ideal candidate profile

   Common skills:

   • Reservations
   • Passenger Service
   • Bag Tags
   • Quality Customer Service
   • GSC
   • TSA
   • FAA
   • Computer System
   • Check-In Process
   • Ticket Counter
   • Customer Complaints
   • VIP
   • Ticket Sales
   • Air Transportation

   Check all skills

   Responsibilities:

   • Educate veterans and the college community on veteran's benefits and academic requirements need to accomplish academic goals.
   • Facilitate guests at tsa and gate.
   • Check in passengers, charge for luggage, ensure proper sitting according to FAA regulations.
   • Assist with medical emergencies and escort VIP passengers, politicians, movie stars and major sports figures.
   • Demonstrate comprehensive knowledge of making reservations, prepare and issue tickets and journey, calculation of fares and issuance of refunds
   • Change itineraries and reservations, including changes within class which result in adjustments of price - while adhering to fare restrictions.

3. Make a budget

   Including a salary range in your passenger service representative job description is one of the best ways to attract top talent. A passenger service representative can vary based on:

   • Location. For example, passenger service representatives' average salary in new mexico is 43% less than in district of columbia.
   • Seniority. Entry-level passenger service representatives 36% less than senior-level passenger service representatives.
   • Certifications. A passenger service representative with certifications usually earns a higher salary.
   • Company. Working for an established firm or a new start-up company can make a big difference in a passenger service representative's salary.

   Average passenger service representative salary

   $16.42hourly

   $34,159 yearly

   ---

   Entry-level passenger service representative salary

   $27,000 yearly salary

   Updated December 18, 2025

4. Writing a passenger service representative job description

   A good passenger service representative job description should include a few things:

   • Summary of the role
   • List of responsibilities
   • Required skills and experience

   Including a salary range and the first name of the hiring manager is also appreciated by candidates. Here's an example of a passenger service representative job description:

   Passenger service representative job description example

   **Essential Functions:**
   
   Serve customers in a courteous, efficient, friendly, and professional manner. Promote and sell air travel to the traveling public. Provide assistance with passenger check-in and successfully interpret government rules and requirements for domestic and international travel.
   
   + Check-in passengers by reviewing the customer's information to determine destination, flight number, date of departure, documents needed, etc. This includes awareness of security requirements for all passenger types
   
   + Reconstruct fares and itineraries when changes are requested by customer or are necessary due to operational reasons
   
   + Visually verify appropriate identification for payment by personal check and write data on check
   
   + Place appropriate bag tag on customer's bag(s)
   
   + Change stock on automated printers
   
   + Read city destination code on electronic or paper ticket
   
   + Check-in passengers at arrival/departure gate by reviewing the customer's information to determine destination, flight number, date of departure, etc
   
   + Check oversized items to the customer's destination. May involve moving items to a conveyor or other location for pick-up and loading
   
   + Provide essential and mandatory announcements to passengers
   
   + Operate Electronic Gate Readers (EGRs) during boarding
   
   + Ensure compliance around security, ADA and procedural guidelines
   
   + Positively handle off-schedule operations caused by inclement weather or mechanical malfunctions while positively influencing a favorable impression of the airline and communicating effectively with passengers
   
   + Demonstrate regular, predictable attendance at job location
   
   + Exceed PrimeFlight customer service and safety standards
   
   + Other duties as assigned
   
   **Competency:**
   
   To perform the job successfully, an individual should demonstrate the following competencies: Problem Solving, Customer Service, Interpersonal Skills and Oral Communication
   
   **Qualifications:**
   
   To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed in this Job Description are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
   
   **General Qualifications:**
   
   + 18 years of age
   
   + Reliable transportation
   
   + Eligible to work in the United States
   
   + Previous experience in the airline business is preferred
   
   **Education/Experience:**
   
   N/A
   
   **Language Ability:**
   
   Ability to read and interpret procedural documents such as safety rules, operating and check-in instructions, and procedure manuals. Ability to communicate effectively in English.
   
   **Reasoning Ability:**
   
   Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Efficient, immediate problem solving and customer service capabilities.
   
   **Computer Skills:**
   
   Basic Understanding of Computer Applications and Data Entries
   
   **Certificates and Licenses:**
   
   No Certificates or Licenses required.
   
   **Supervisory Responsibilities:**
   
   There or no supervisory responsibilities associated with this position.
   
   **Work Environment:**
   
   The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
   
   The noise level in the work environment is usually moderate but may become high at various times. Employee must be willing to wear/utilize company-supplied personal protective equipment (hearing protection) to mitigate their noise exposure.
   
   Some work is in an outside environment, with exposure to hot and cold temperatures and inclement weather.
   
   **Physical Demands:**
   
   The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
   
   + Walk and climb up and down a minimum of 500 stairs daily
   
   + Stand for 6-8 hours per shift
   
   + Walk, stretch, and bend
   
   + Able to work 3 shift and be flexible with all work demands
   
   + Lift and carry up to 70 pounds
   
   + Be able to work in tight spaces
   
   + Be able to hear and respond to the spoken voice and to audible alarms generated by terminal environment
   
   + Specific vision abilities required for this job include: Close vision (clear vision at 20 inches or less); distance vision (clear vision at 20 feet or more); color vision (ability to identify and distinguish colors); peripheral vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point); depth perception (three-dimensional vision, ability to judge distances and spatial relationships); ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

   Copy this example

   

5. Post your job

   To find the right passenger service representative for your business, consider trying out a few different recruiting strategies:

   • Consider internal talent. One of the most important sources of talent for any company is its existing workforce.
   • Ask for referrals. Reach out to friends, family members, and current employees and ask if they know or have worked with passenger service representatives they would recommend.
   • Recruit at local colleges. Attend job fairs at local colleges to recruit passenger service representatives who meet your education requirements.
   • Social media platforms. LinkedIn, Facebook and Twitter now have more than 3.5 billion users, and you can use social media to reach potential job candidates.

   Post your job online:

   • Post your passenger service representative job on Zippia to find and recruit passenger service representative candidates who meet your exact specifications.
   • Use field-specific websites.
   • Post a job on free websites.

6. Interview candidates

   Your first interview with passenger service representative candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.

   Remember to include a few questions that allow candidates to expand on their strengths in their own words. Asking about their unique skills might reveal things you'd miss otherwise. At this point, good candidates can move on to the technical interview.

   The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.

7. Send a job offer and onboard your new passenger service representative

   Once you've found the passenger service representative candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.

   It's also important to follow up with applicants who do not get the job with an email letting them know that the position is filled.

   To prepare for the new passenger service representative first day, you should share an onboarding schedule with them that covers their first period on the job. You should also quickly complete any necessary paperwork, such as employee action forms and onboarding documents like I-9, benefits enrollment, and federal and state tax forms. Finally, Human Resources must ensure a new employee file is created for internal record keeping.

8. Go through the hiring process checklist

   • Determine employee type (full-time, part-time, contractor, etc.)
   • Submit a job requisition form to the HR department
   • Define job responsibilities and requirements
   • Establish budget and timeline
   • Determine hiring decision makers for the role
   • Write job description
   • Post job on job boards, company website, etc.
   • Promote the job internally
   • Process applications through applicant tracking system
   • Review resumes and cover letters
   • Shortlist candidates for screening
   • Hold phone/virtual interview screening with first round of candidates
   • Conduct in-person interviews with top candidates from first round
   • Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
   • Conduct background checks on top candidates
   • Check references of top candidates
   • Consult with HR and hiring decision makers on job offer specifics
   • Extend offer to top candidate(s)
   • Receive formal job offer acceptance and signed employment contract
   • Inform other candidates that the position has been filled
   • Set and communicate onboarding schedule to new hire(s)
   • Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)

   Sign up to download full list

   Sign up

How much does it cost to hire a passenger service representative?