Flight Reservations & Customer Service Advisor – Remote

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Company: American Airlines

Location: United States

Employment Type: FULL_TIME, PART_TIME

Date Posted: 2025-11-01

Valid Through: 2026-11-01

Job Summary

American Airlines is seeking a highly motivated and customer-oriented Flight Reservations & Customer Service Advisor to join our remote support team. In this role, you will be the first point of contact for customers seeking assistance with flight bookings, reservations, ticket modifications, and general travel inquiries. You will play an essential role in ensuring that every passenger enjoys a seamless booking experience and exceptional service before, during, and after their journey.

This is a fantastic opportunity for individuals who possess excellent communication skills, a passion for travel, and a desire to work with one of the worlds most recognized airlines — all from the comfort of home.

Key Responsibilities

  • Assist customers via phone, email, or live chat with flight reservations, booking changes, cancellations, and special requests.

  • Provide accurate information regarding flight schedules, ticketing policies, baggage allowances, and travel guidelines.

  • Handle inquiries and resolve issues efficiently to ensure customer satisfaction and loyalty.

  • Support passengers with online check-in, refunds, and voucher claims.

  • Maintain a strong knowledge of airline products, fare rules, and loyalty programs.

  • Document all interactions in the system and follow up on unresolved issues.

  • Collaborate with team members and supervisors to improve service quality and process efficiency.

  • Meet and exceed performance metrics, including response time, call handling, and customer satisfaction scores.

Required Skills and Qualifications

  • Excellent verbal and written communication skills in English.

  • Strong problem-solving ability with a calm and professional demeanor under pressure.

  • High level of accuracy and attention to detail.

  • Ability to multitask and manage time effectively in a fast-paced environment.

  • Proficient in using computers, reservation software, and online communication tools.

  • Customer-centric mindset with a focus on providing a positive travel experience.

  • High-speed internet connection and a quiet workspace suitable for remote work.

Experience

  • Prior experience in customer service, hospitality, or airline reservations is preferred but not mandatory.

  • Entry-level applicants with excellent communication skills and a willingness to learn are encouraged to apply.

  • Training will be provided by American Airlines to ensure familiarity with all systems and procedures.

Working Hours

  • Full-time or part-time remote opportunities available.

  • Flexible scheduling with various shifts, including weekends, evenings, and holidays, to meet global customer needs.

  • 24/7 operations ensure you can select a schedule that fits your lifestyle.

Knowledge, Skills, and Abilities

  • Strong interpersonal and listening skills.

  • Empathy and patience when handling customer inquiries or complaints.

  • Quick learner with the ability to adapt to new systems and procedures.

  • Team-oriented attitude with a commitment to excellence and continuous improvement.

  • Awareness of travel regulations, airport procedures, and airline terminology (advantageous).

Benefits

  • Competitive pay with performance-based incentives.

  • Comprehensive training and development programs.

  • Health, dental, and vision insurance for eligible employees.

  • Travel privileges and discounted flight tickets for employees and eligible family members.

  • Remote work flexibility and work-life balance.

  • Career growth opportunities within the global American Airlines network.

Why Join American Airlines

At American Airlines, you will be part of a company that connects millions of travelers across the globe while delivering exceptional service. We believe in empowering our employees, recognizing talent, and fostering an inclusive work environment where every voice matters. Joining our customer service team means joining a legacy of excellence, teamwork, and innovation in the aviation industry.

How to Apply

Interested candidates are encouraged to apply online through the American Airlines Careers Portal. Submit your updated resume along with a brief cover letter highlighting your communication skills and passion for customer service.
Selected candidates will be contacted for an interview and an online assessment.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

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8. HOW TO PRIORITIZE WORK?

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