Job Summary

American Airlines is seeking a dedicated and customer-focused Customer Assistance Representative to join our team. In this role, you will serve as the frontline ambassador for our airline, ensuring that every passenger receives exceptional service from booking to boarding. You will handle inquiries, provide travel solutions, and assist passengers with reservations, flight changes, baggage concerns, and other travel-related issues. The ideal candidate will be passionate about delivering outstanding customer experiences while upholding the company’s reputation for excellence in air travel.

Key Responsibilities

• Provide timely, accurate, and friendly assistance to customers in person, via phone, and through digital communication channels.
• Assist passengers with ticketing, reservations, rebooking, cancellations, and upgrades.
• Resolve issues related to flight delays, cancellations, baggage, and special requests in a professional and empathetic manner.
• Educate customers about airline policies, travel documentation, and safety requirements.
• Collaborate with airport operations, security, and other teams to ensure seamless passenger experiences.
• Maintain customer records, update reservation systems, and process payments efficiently.
• Handle escalations and complaints with patience and problem-solving skills.
• Ensure compliance with regulatory guidelines and company procedures.
• Support team goals and contribute to a positive workplace culture.

Required Skills and Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Proven experience in customer service or hospitality roles, preferably within the airline or travel industry.
• Excellent verbal and written communication skills in English; additional languages are an asset.
• Strong interpersonal skills with the ability to handle diverse customer needs and challenging situations.
• Proficiency with reservation systems and basic computer applications.
• Ability to multitask, prioritize, and work under pressure in a fast-paced environment.
• Empathy, patience, and a customer-first mindset.
• Flexibility to adapt to changing schedules, policies, and customer demands.

Experience

• 1–3 years of experience in customer service, retail, or aviation-related support roles.
• Experience in handling high-volume customer interactions is preferred.
• Previous familiarity with airline booking systems or CRM platforms is an advantage but not required.

Working Hours

• Full-time position with rotational shifts, including mornings, evenings, weekends, and holidays.
• Flexibility is essential due to flight schedules and peak travel seasons.
• Remote support opportunities may be available depending on location and team structure.

Knowledge, Skills, and Abilities

• Strong knowledge of airline procedures, ticketing processes, and customer service standards.
• Ability to troubleshoot issues and provide practical solutions quickly.
• Active listening skills to understand customer needs fully.
• Attention to detail and accuracy in data entry and record-keeping.
• Conflict resolution skills and a calm demeanor when handling escalations.
• Ability to work independently and collaboratively in a team setting.
• Understanding of data privacy, compliance requirements, and customer confidentiality.

Benefits

• Competitive salary with performance-based incentives.
• Travel privileges for employees and family members.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Paid time off, sick leave, and holiday pay.
• Learning and development programs to advance your career.
• Employee assistance programs for well-being and mental health support.
• Inclusive and diverse workplace culture.

Why Join American Airlines?

At American Airlines, you’re not just joining an airline—you’re becoming part of a global community dedicated to connecting people and places. We value employees who are driven, empathetic, and committed to providing world-class service. You’ll work alongside passionate professionals, have access to learning opportunities, and grow in a supportive environment that recognizes your contributions. Whether you’re assisting customers at the airport or resolving travel issues, your role will make a meaningful impact on people’s lives.

How to Apply

Visit our careers portal at careers.aa.com to view open positions and submit your application. Please include an updated resume and a cover letter outlining your experience and why you’re the perfect fit for this role. Qualified candidates will be contacted for interviews.