Bilingual Distress Passenger Agent
Posted 1 week ago by Corpay Technologies
Negotiable
Undetermined
Onsite
Luton, England, United Kingdom
Summary: The Bilingual Distress Passenger Agent role involves working onsite in Luton, UK, where the agent will assist distressed passengers by booking accommodations and transportation, handling emergency relocations, and resolving booking issues. The position requires bilingual proficiency in Spanish and English, along with experience in the airline or hotel industry. Agents will utilize various tools to track transactions and communicate effectively with customers and internal teams. Flexibility in working hours is essential, especially during irregular operations.
Key Responsibilities:
- Booking hotel accommodations and transportation for distressed passengers
- Handling emergency, last-minute passenger relocations
- Working with internal departments and vendors to resolve booking issues
- Sourcing hotels in uncontracted or sold-out markets and gaining necessary approvals
- Logging all reservation details, approvals, and supporting documentation in TA Connections systems
- Utilizing tools and technology to accurately track and report transactions
- Making vendor payments in accordance with system settings
- Monitoring systems and reporting access issues to supervisors
- Communicating respectfully and professionally with customers and internal teams
- Supporting data collection for IT, billing, and collections functions
- Maintaining punctuality and adherence to company policies
- Working extended hours during irregular operations
- Participating in special projects and performing additional duties as assigned
Key Skills:
- Bilingual – Spanish and English
- High school diploma or GED (required); some college preferred
- 2+ years’ experience in the airline and/or hotel industry
- 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)
- Reliable internet connection (100 Mbps+) and a quiet work environment for remote escalation support when applicable
- Ability to work independently and as part of a collaborative team
- Willingness to work flexible hours including evenings, weekends, and during high-demand irregular operations
Salary (Rate): undetermined
City: Luton
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Luton, UK Req #11755 Monday, June 16, 2025
How We Work
As a Distress Passenger Agent, you will be expected to work in an onsite environment. Corpay will set you up for success by providing:
- Assigned workspace in Luton, UK office
- Company-issued equipment
- Formal, hands-on training
Role Responsibilities
The responsibilities of the role will include:
- Booking hotel accommodations and transportation for distressed passengers
- Handling emergency, last-minute passenger relocations
- Working with internal departments and vendors to resolve booking issues
- Sourcing hotels in uncontracted or sold-out markets and gaining necessary approvals
- Logging all reservation details, approvals, and supporting documentation in TA Connections systems
- Utilizing tools and technology to accurately track and report transactions
- Making vendor payments in accordance with system settings
- Monitoring systems and reporting access issues to supervisors
- Communicating respectfully and professionally with customers and internal teams
- Supporting data collection for IT, billing, and collections functions
- Maintaining punctuality and adherence to company policies
- Working extended hours during irregular operations
- Participating in special projects and performing additional duties as assigned
Qualifications & Skills
Must be bilingual – Spanish and English
We do NOT sponsor work visas
High school diploma or GED (required); some college preferred
2+ years’ experience in the airline and/or hotel industry
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)
Must have a reliable internet connection (100 Mbps+) and a quiet work environment for remote escalation support when applicable
Ability to work independently and as part of a collaborative team
Willingness to work flexible hours including evenings, weekends, and during high-demand irregular operations
Benefits & Perks
- 4x Life insurance
- Pension scheme 5% employer contribution
- Private Healthcare
- 25 days Holiday (plus Holiday Buy/Sell)
- Access to benefits portal
- Access to Linked learning
Equal Opportunity/Affirmative Action Employer
Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: [EEO] and [Pay Transparency].
#INDOPS
Other details
Job Family Customer Service
Pay Type Hourly
Employment Indicator Employee
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