Customer Service Agent at American Airlines

American Airlines is currently hiring a Full-Time Customer Service Agent to join its team at Tulsa International Airport.

The successful candidate will assist passengers throughout their airport experience, ensuring they receive friendly, professional, and efficient customer service.

The vacancy is expected to remain advertised until at least November 3, 2026. Interested candidates are encouraged to submit their applications by that date.

About American Airlines

Are you ready to discover new opportunities, develop your skills, and build a rewarding career? At American Airlines, you’ll become part of a global team dedicated to connecting people and making travel experiences better.

Joining the American Airlines family gives you the opportunity to expand your professional experience, develop new skills, explore career advancement opportunities, and enjoy valuable travel benefits.

You’ll work in a dynamic environment where flexibility, teamwork, and excellent customer service are essential.

About the Role

As a Customer Service Agent, you will serve as a key point of contact for passengers, assisting them throughout their airport journey.

You will be responsible for delivering courteous, efficient, friendly, and professional service.

The starting hourly pay for this position is $20.23.

Key Responsibilities

Your primary responsibilities will include:

• Issuing, reissuing, and processing refunds for passenger tickets.
• Booking, ticketing, and confirming flight reservations.
• Rebooking passengers affected by oversold flights, delays, cancellations, and other operational disruptions.
• Checking in passengers, assigning seats, correcting oversold seat assignments, and processing upgrades.
• Arranging hotel accommodations, meals, and transportation for affected passengers when necessary.
• Coordinating aircraft refueling and cabin refresh services.
• Managing passenger boarding procedures, including ticket and boarding-pass verification.
• Operating boarding gate scanners and monitoring carry-on baggage and exit-row eligibility.
• Operating passenger boarding bridges and jetways during boarding and deplaning.
• Making boarding announcements and departure gate announcements.
• Delivering domestic and international flight documentation.
• Completing passenger service and flight close-out procedures.
• Receiving, checking, and tagging passenger baggage at designated service counters and resolution centers.
• Monitoring boarding timelines to ensure flights depart according to schedule.
• Supporting customer service training and on-the-job development.
• Processing credit card payments for baggage transactions at self-service kiosks and designated stations.
• Helping passengers use self-service check-in kiosks and baggage-processing facilities.
• Managing passenger queues at ticket counters and self-service stations.
• Verifying international travel documents and assisting with document clearance.
• Accepting and activating passengers’ self-tagged baggage.
• Assisting passengers who require special support, including passengers with reduced mobility and unaccompanied minors.
• Supporting boarding, deplaning, and transportation for passengers requiring mobility assistance.
• Providing customer service support for regional flights and contracted ground-handling operations.
• Maintaining reliable, consistent, and predictable on-site attendance, including meeting mandatory overtime requirements.
• Responding appropriately to airport security incidents and emergency situations.
• Providing connecting passengers with accurate gate and flight information.
• Delivering high-quality customer service in line with American Airlines’ standards.
• Following company policies, operational procedures, and performance expectations.
• Completing all required job-related training.
• Complying with applicable government regulations, including DOT, FAA, and TSA requirements.
• Using multiple internal systems and resources to assist customers effectively.
• Wearing the required company uniform in accordance with established policies.

Reasonable accommodations may be provided to qualified individuals with disabilities.

Additional Responsibilities Depending on Airport Operations

Depending on the size and operational requirements of the airport, you may also:

• Perform Passenger Operations Control duties, including air-to-ground communications and tower-related functions.
• Assist international passengers with customs and immigration procedures, including baggage rechecking.
• Distribute boarding passes, international travel documents, and customs or immigration forms.

Qualifications and Requirements

Minimum Qualifications

Applicants must meet the following requirements:

• Possess a high school diploma, GED, or an internationally recognized equivalent.
• Demonstrate bilingual language skills where required by the airport location.
• Hold a valid driver’s license where required by local authorities.
• Successfully pass applicable FAA criminal background checks to obtain unescorted access to airport Security Identification Display Areas (SIDA), where applicable.
• Be eligible to obtain the necessary airport security identification badges and U.S. Customs credentials, where applicable.
• Successfully complete required pre-employment drug screening, background investigations, and fingerprinting.
• Be legally authorized to work in the United States.

Preferred Qualifications

Candidates with the following experience and skills will have an advantage:

• Familiarity with Sabre or other Passenger Service Systems (PSS).
• Previous face-to-face customer service experience.
• Experience working in a fast-paced environment.
• Strong communication, interpersonal, and problem-solving skills.

Benefits and Employee Perks

American Airlines provides a range of benefits designed to support employees’ professional development, financial well-being, health, and lifestyle.

1. Travel Benefits

Enjoy exciting travel opportunities for yourself, your family, and friends, with access to 365 destinations through more than 6,800 daily flights across the airline’s global network.

2. Health and Insurance Benefits

Eligible employees receive access to medical, dental, prescription, and vision coverage from their first day of employment. Additional options include virtual healthcare services and flexible spending accounts.

3. Wellness Programs

Access wellness resources, programs, and support designed to promote a healthy work-life balance and overall well-being.

4. 401(k) Retirement Plan

Employees can participate in the company’s 401(k) retirement savings program upon hire. Depending on the applicable workgroup, employer contributions may become available after one year of employment.

5. Additional Employee Benefits

Other benefits include:

• Employee Assistance Program.
• Pet insurance.
• Discounts on hotels and car rentals.
• Cruise discounts.
• Other travel and lifestyle-related offers.

Diversity and Inclusion at American Airlines

American Airlines is committed to creating an inclusive workplace where employees from different backgrounds and experiences feel valued and respected.

The company supports more than 20 Team Member Business Resource Groups that help strengthen connections among employees, customers, suppliers, communities, and shareholders.

These initiatives promote professional development, encourage collaboration, and create an environment where every team member has the opportunity to contribute and succeed.

Join American Airlines and become part of a team that helps keep one of the world’s largest airlines operating smoothly while connecting people and communities around the globe.

Important Application Information

Candidates are responsible for their own travel expenses when attending interviews. Any relocation costs associated with accepting the position will also be the responsibility of the successful applicant.

Important Union Notice: This position is covered by the CWA-IBT Collective Bargaining Agreement. Current members of the CWA-IBT union workgroup should not apply through this job posting. Instead, they must submit a transfer request through https://transfer.aa.com.

Application Deadline: November 3, 2026 (posting expected to remain open until at least this date).