Passenger Operations Agent

Allstar Business Solutions

Distressed Passenger Agent handling bookings and emergency relocations for distressed passengers in Mexico. Supporting travelers during delays and cancellations with hotel accommodations and communications.

Posted 5/6/2026full-timeRemote • 🇲🇽 MexicoMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Book hotel accommodations for Passengers
Handle emergency relocations of Passengers that occur last minute
Work closely and in sync with scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect Passengers
Communicate with internal departments and management to resolve problems and expedite work
Monitor and confirm access to tools, systems and defined resources needed to perform the job duties as per Standard Operations Procedures, and report issues to supervisors
Effectively utilize all tools and technology to process, track and report transactions
Accurately register in TA Connections System and applications all reservations information, agreements, approvals and background information relevant for future research and troubleshooting
Source for suitable and compliant hotel markets and cities where American doesn’t have contracted hotels or when contracted hotels are Sold Out
In case of only having non-compliant options, ensure AA approves the bookings and record it as evidence in ConneX “notes”
Make payments to hotel and transportation vendors as per system settings. (hotel’s contractual payment terms, are managed by AA)
Maintain an environment of positiveness, open and respectful communications and professional behavior.
Report any incidents in a formal and professional way to the supervisor on shift and/or HR
Maintain impeccable attendance, punctuality, breaks, and adherence to Companies’ policies and Employee’s Handbook

Requirements

What you’ll need

Excellent interpersonal, written, and verbal communication skills
Strong organizational and multitasking abilities
Familiarity with hotel sourcing, market research, and rate negotiation
Proficiency with Connex and PC tools
Customer service or call center experience (preferred but not required)
Willingness to work flexible hours including evenings, weekends, and during high-demand irregular operations
Ability to work independently and as a contributing team member
Ability to interact with clients and business partners both electronically and via telephone
Possess a general understanding of Connex
Reliable internet connection (must be 100 mbps or higher) and Quiet home-work environment is mandatory

Benefits

Comp & perks

Supports IT, Billing and Commission Collections departments with data gathering activities, folios gathering, payment of collections and issue trouble shooting

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

hotel sourcingmarket researchrate negotiationcustomer servicecall center experiencetransaction processingreportingproblem resolutionmultitaskingadherence to policies

Soft Skills

interpersonal skillswritten communicationverbal communicationorganizational abilitiesflexibilityindependenceteam collaborationprofessional behaviorpositivenesspunctuality