Customer Service Agent Full Time

November 10, 2026

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American Airlines is an airline offering customer travel and transportation services. The Customer Service Agent provides courteous and professional passenger assistance at San Francisco International Airport, handling ticketing, reservations, check-in, boarding, baggage, irregular operations, and other airport customer service functions.

Responsibilities

Issue, reissue and refund passenger tickets
Book, ticket and confirm flight reservations
Rebook passengers on oversold flights and during irregular operations
Perform passenger check-in and passenger seat assignment (except curbside), rectify oversold seat assignments, and issue upgrades
Issue vouchers and/or coordinate with contractors for passenger hotel accommodations, meals and transportation; coordinate refuel and refresh
Perform passenger boarding, including ticket lift and/or boarding pass lift/verification
Operate gate reader/scanner and associated duties to include pre-boarding, monitoring/checking carryon baggage and exit row criteria
Operate jetways/bridges for purposes of boarding and deplaning passengers
Make boarding and departure gate announcements
Deliver domestic/international flight documents
Perform passenger service flight close-out procedures
Accept, check and tag passengers’ baggage at resolution centers, full-service ticket counters, and first class ticket counters
Maintain timeline of flight boarding process
Perform customer service on the job training
Process and complete credit card baggage transactions at kiosks in the ticket counter area and activation stations
Assist passengers with self-service kiosk check-in and kiosk baggage processing at ticket counters
Queue lines at ticket counter kiosks and ticket counters
Clear/verify international documents at kiosk in the ticket counter area and activation stations
Accept and activate passengers’ self-tagged bags at activation stations
Assist customers needing special assistance or in-station; assist boarding, deplaning and transporting non-ambulatory passengers, special assist passengers, and/or unaccompanied minors
Perform customer service work associated with handling regional flights and contractor/ground handling agreements or contracts
Have regular and predictable attendance on site, including satisfying any mandatory overtime requirements
Respond and assist during security and/or emergency situations
Provide connecting passengers with gate information
Provide quality customer service in a professional manner and in accordance with American’s guidelines
Adhere to company policies, procedures, and performance standards
Complete job-relevant trainings
Adhere to government regulations (e.g. DOT, FAA, TSA)
Use multiple internal resources/systems including during customer interactions
Wear uniforms as required by company policy
Perform Passenger Operation Control functions including air to ground communication as well as Tower functions
Assist international passengers through customs/immigration, including baggage recheck
Deliver boarding passes, international flight documents and customs/immigration forms

Skills

High school diploma or GED or international equivalent
Bilingual language skills required in some locations
Applicable valid driver's license as required by local authorities
Must be authorized to work in the U.S
Working knowledge of Sabre or any other Passenger Service System
Previous face to face Customer Service experience
Working in a fast pace environment

Benefits

Travel Perks: You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits, including virtual doctor visits and flexible spending accounts.
Wellness Programs: Wellness programs provide tools, resources and support.
401(k) Program: Available upon hire; depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Employee Assistance Program
Pet insurance
Discounts on hotels, cars, cruises and more

Company Overview

American Airlines is an airline company that operates a diverse fleet of aircraft, including narrow-body and wide-body jets. It was founded in 1930, and is headquartered in Dallas-Fort Worth, Texas, USA, with a workforce of 10001+ employees. Its website is http://aa.com.

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