Virtual Airline Support Agent – Work From Home

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Company: United airlines

Location: United States

Employment Type: FULL_TIME, PART_TIME

Date Posted: 2025-11-01

Valid Through: 2026-11-01

Job Summary

United Airlines is seeking enthusiastic and customer-focused individuals to join our remote support team as Virtual Airline Support Agents. In this role, you will be the first point of contact for our valued passengers, assisting them with flight bookings, reservations, ticketing issues, travel changes, and general inquiries. As a virtual agent, you will represent the United brand with professionalism, empathy, and excellence, ensuring every customer enjoys a seamless travel experience from start to finish—all from the comfort of your home.

Key Responsibilities

  • Provide professional, friendly, and efficient customer service to passengers via phone, chat, and email.

  • Assist customers with booking, modifying, and cancelling flight reservations.

  • Offer guidance on flight schedules, baggage policies, check-in procedures, and travel documentation.

  • Troubleshoot and resolve customer issues promptly while adhering to company policies.

  • Maintain detailed and accurate records of customer interactions.

  • Collaborate with internal departments to escalate and resolve complex cases.

  • Promote additional United Airlines services, upgrades, and loyalty programs when appropriate.

  • Stay updated with airline policies, procedures, and system changes to ensure accurate information delivery.

Required Skills and Qualifications

  • High school diploma or equivalent required; associate or bachelors degree preferred.

  • Strong verbal and written communication skills in English (additional languages are a plus).

  • Excellent customer service and problem-solving abilities.

  • Proficient computer literacy, including knowledge of MS Office and online booking systems.

  • Ability to multitask, manage time effectively, and work under minimal supervision.

  • High level of patience, empathy, and attention to detail.

  • A quiet and distraction-free workspace with reliable internet connectivity.

Experience

  • 1–2 years of experience in customer service, travel support, or call center environments preferred.

  • Prior experience in the airline or hospitality industry is advantageous but not mandatory.

  • Freshers with strong communication skills and customer-oriented mindsets are encouraged to apply.

Working Hours

  • Flexible work-from-home schedule.

  • Shifts may vary to accommodate international time zones, including weekends and holidays.

  • Full-time and part-time options are available depending on business needs.

Knowledge, Skills, and Abilities

  • Strong understanding of airline reservation systems and customer handling techniques.

  • Ability to maintain professionalism and calm under pressure.

  • Knowledge of aviation industry terminology and procedures (training provided).

  • Skilled at handling sensitive customer data with confidentiality.

  • Ability to adapt to new technologies and continuous process improvements.

Benefits

  • Competitive salary with performance-based incentives.

  • Comprehensive health and wellness benefits package.

  • Paid training and career development opportunities.

  • Exclusive United Airlines travel benefits and discounted flight tickets.

  • Flexible remote work environment with supportive management.

  • Opportunities for advancement within the airlines global operations network.

Why Join United Airlines

At United Airlines, we believe our people are the heart of our success. Joining us means becoming part of an international team committed to connecting the world safely, reliably, and with care. We offer you the opportunity to build a rewarding career in a globally recognized airline that values teamwork, growth, and innovation. Whether you are an experienced professional or just starting out, you will find a welcoming environment where your contributions truly make a difference.

How to Apply

Interested candidates can apply online through the United Airlines Careers Portal. Submit your updated resume along with a short cover letter highlighting your communication skills and passion for customer service. Shortlisted applicants will be contacted for a virtual interview and 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...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

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

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...