Distressed Passenger Agent

What We NeedCorpay (a global leader in business payments) is seeking a Distress Passenger Agent within our TA Connections division. In this role, you’ll be responsible for managing and resolving hotel and ground transportation booking activities for distressed airline passengers.You’ll act as the primary point of contact for coordinating accommodations and transportation in the event of flight delays, cancellations, or irregular operations — ensuring a seamless and compassionate experience for affected travelers.This role requires a proactive problem solver who thrives under pressure, communicates effectively, and can manage multiple priorities in a fast-paced environment, especially during Massive Irregular Operations (MIRO).Role ResponsibilitiesPassenger Care & Booking CoordinationCoordinate and confirm hotel accommodations and ground transportation for distressed passengers through multiple channels (ConneX App, email, chat, phone calls, or in-person requests). Manage emergency relocations and last-minute booking challenges promptly and accurately. Follow all Standard Operating Procedures (SOPs) to ensure consistency, compliance, and service excellence. Accurately record booking details, approvals, and relevant background notes in TA Connections systems for future reference and troubleshooting. Vendor & Partner CollaborationLiaise with hotel and transportation vendors to secure suitable accommodations that meet contractual and compliance standards. Source alternative hotels in markets where contracted partners are unavailable or sold out. Obtain and document airline (AA) approvals when only non-compliant options are available, ensuring proper record-keeping in ConneX. Process payments to vendors in accordance with established system settings and agreements. Operational Support & CommunicationWork collaboratively with scheduling teams, internal departments, and management to meet operational goals and resolve issues affecting passengers. Communicate clearly and professionally to expedite issue resolution. Support IT, Billing, and Collections departments with data gathering, folio collection, payment processing, and issue troubleshooting. Maintain accurate transaction records and report on booking and resolution activities as required. Professionalism & ConductMaintain punctuality, attendance, and adherence to company policies and the Employee Handbook. Foster a positive, respectful, and inclusive work environment. Report any incidents or concerns professionally to supervisors or HR. Participate in special projects and perform other duties as assigned. Qualifications & SkillsHigh school diploma or GED required; some college coursework preferred. Prior experience in customer service, hospitality, or call center operations preferred but not mandatory. Excellent interpersonal, communication, and problem-solving skills. Strong organizational and multitasking abilities. Proficiency with PC-based tools; familiarity with the ConneX system is an advantage. Reliable high-speed internet connection (minimum 100 Mbps) and a quiet home workspace. Ability to work shifts, including extended hours during irregular operations. Strong teamwork and collaboration skills with the ability to work independently when needed. Abilities & AttributesCalm and composed under pressure with a service-first attitude. Strong decision-making skills and attention to detail. Dependable and adaptable in dynamic operational conditions. Committed to professionalism, empathy, and continuous improvement. Benefits & PerksComprehensive health, wellness, and insurance coverage. Paid leave including earned, sick, and national holidays. Broadband reimbursement and technology support. Meal card and commuting allowance. Provident fund, gratuity, and pension plan options. Inclusive, collaborative work environment with opportunities for professional growth. Our Company & PurposeCorpay is a global leader in business payments, delivering smarter solutions for companies to manage their expenses. Through our TA Connections division, we support airlines and travel partners in delivering exceptional passenger care and operational efficiency.Our culture is rooted in five key values — Integrity, Collaboration, Innovation, Execution, and People — empowering employees to thrive and grow while making a meaningful difference in the world of business and travel.At Corpay, we are committed to fostering a diverse and inclusive workplace where every voice is valued, and every individual can contribute their unique strengths.To learn more, visit www.corpay.com or follow us on LinkedIn.