Distress Passenger Agent

Distress Passenger Agent

At TA CONNECTIONS is responsible for managing and resolving all hotel and ground transportation booking activities for Distress Passenger.  This role receives bookings requirements through multiple methods (ConneX App, email, chat, phone calls, screen printer, walk-ups, etc.) and coordinates resolution with vendors by strictly following Standard Operation procedures. Agents receive phone calls from Distress Passengers Agent tracking desks to address issues and last-minute challenges that Passengers might be experiencing with their layovers. During Massive Irregular Operations, this role works for extended times and under pressure, as Passenger must be placed in rooms in a timely manner from delays or flight cancellations.

Essential duties and responsibilities:

• 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
• Supports IT, Billing and Commission Collections departments with data gathering activities, folios gathering, payment of collections and issue trouble shooting
• Works on special projects and other duties as assigned.

Requirements:

• Excellent interpersonal and client relationship skills

• Strong organizational and multi-tasking skills.
• Strong writing, communication, and negotiation skills.
• Ability to work independently and as a contributing team member.

• Ability to interact with clients and business partners both electronically and via telephone

• Familiarity with hotel sourcing and rate negotiation, maintaining a thorough knowledge of market and contractual needs.
• Possess a general understanding of Connex.
• Excellent PC skills.
• Available to work shift work and willingness to work long hours during irregular operations.

Qualifications:  

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 
• The qualifications listed below 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.
• High school diploma or GED Certificate is required.  Some college education is preferred but not required. 
• Some customer service or call center experience is preferred but not required.