Passenger services


Customer Service (Call Centers and Airports)

Customer Sales and Service Agents usually begin at one of our Call Centers (Reservations/Aeroplan/Customer Relations/Claims) or at the airport after completion of an intensive basic training program. As they gain experience and seniority, they may transfer to airport counters and ticket offices.

An honest desire to meet and serve the public is the main requirement for these positions. Other important factors taken into consideration are a well-groomed appearance, sociability, communication skills and knowledge of other languages. As the airline operates twenty four hours a day, Customer Sales and Service Agents must be prepared to work shifts, including days, evenings and week-ends. This could necessitate a change in life style as the "work week" does not coincide with the traditional Monday to Friday schedule. The work can be tiring both physically and mentally. Therefore applicants must be prepared to accept shift work. High school graduation or equivalent is required. Bilingualism English-French is also a pre-requisite. Some of the extra qualifications we look for in a competitive applicant:

  • Typing ability
  • Previous airline/travel industry experience
  • Public contact experience
  • Good knowledge of geography
  • Additional language capability
  • Additional education

Promotion beyond the Customer Sales and Service Agent position into such management positions as customer service manager, supervisor, training instructor or sales representative is based on ability, performance and education.

The Customer Sales and Service Agent function is an extremely important part of Air Canada's passenger handling. As a result, we are looking for a very special type of individual.