Distressed Passenger Agent

Your role Corpay is currently looking to hire a Distress Passenger Agent within our Lodging division. This position is located in Mexico. This role receives bookings requirements through multiple methods (ConneX App, email, chat, phone calls, screen printer, walk-ups, etc.) and coordinates resolution with vendors by strictly following Standard Operation procedures. Agents receive phone calls from Distress Passengers Agent tracking desks to address issues and last-minute challenges that Passengers might be experiencing with their layovers. During Massive Irregular Operations, this role works for extended times and under pressure, as Passenger must be placed in rooms in a timely manner from delays or flight cancellations. You will report directly to Operations Manager. What you'll be doing Role Responsibilities Book hotel accommodations for Passengers • Handle emergency relocations of Passengers that occur last minute • Work closely and in sync with scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect Passengers • Communicate with internal departments and management to resolve problems and expedite work • Monitor and confirm access to tools, systems and defined resources needed to perform the job duties as per Standard Operations Procedures, and report issues to supervisors • Effectively utilize all tools and technology to process, track and report transactions • Accurately register in TA Connections System and applications all reservations information, agreements, approvals and background information relevant for future research and troubleshooting • Source for suitable and compliant hotel markets and cities where American doesn’t have contracted hotels or when contracted hotels are Sold Out • In case of only having non-compliant options, ensure AA approves the bookings and record it as evidence in ConneX “notes” • Make payments to hotel and transportation vendors as per system settings. (hotel’s contract