Distressed Passenger Agent

What We Need 

Corpay is currently looking to hire a Distressed Passenger Agent on a permanent basis withinour Lodging division. This position falls under our TA Connections line of business and is based in our Heathrow office. In this role, you will be responsible for managing and resolving hotel and ground transportation booking activities for distressed passengers. You will report directly to the Operations Supervisor and regularly collaborate with Scheduling, Vendor Relations, and Client Operations teams to ensure timely accommodations during irregular airline operations.

How We Work 

As a Distressed Passenger Agent, Corpay will set you up for success by providing: 

• Assigned workspace in the Sheraton Heathrow office
• Company-issued equipment
• Formal, hands-on training

Role Responsibilities 

• Managing and coordinating hotel and ground transportation accommodations for distressed passengers.
• Handling emergency relocations and last-minute booking changes during irregular operations.
• Communicating with internal teams and external vendors to ensure smooth resolution of accommodation issues.
• Sourcing compliant hotel options and managing approval processes for non-contracted or non-compliant properties.
• Making vendor payments in accordance with contractual terms and system protocols.
• Accurately recording all reservations, approvals, and notes within the TA Connections (ConneX) system.
• Monitoring access to necessary tools, systems, and resources, and reporting issues to supervisors promptly.
• Supporting IT, Billing, and Commission Collections departments through data collection and issue troubleshooting.
• Maintaining a positive, professional, and customer-focused attitude while adhering to company policies and standards.
• Reporting incidents in a professional manner to Supervisors or Human Resources.
• Participating in special projects or additional duties as assigned.

Qualifications & Skills 

• Previous experience within a customer service, operational or administration environment working within agreed service levels.
• Experience in airlines, travel coordination and/or hospitality is preferred.
• Ability to speak additional languages to English is highly beneficial.
• Strong organizational and communication skills.
• Ability to work in a fast-paced environment.
• Proficiency in Microsoft Office and travel booking systems.
• Good telephone and written/verbal communication skills.
• Competence in MS Office, especially Excel is preferred.
• Strong attention to detail and accuracy.
• Flexibility and adaptability to changing priorities and demands.
• Working hours are either 05.30 – 14.00 or 13.30 – 22.00, we can potentially accommodate you working one of these fixed shirfts.
• The working days will rotate, you will be expected to work 5 out of 7 days on a rotating basis each month.

Benefits & Perks 

• 4 X Life insurance
• Pension scheme - 5% employer contribution
• Private Healthcare
• 25 days Holiday (plus Holiday Buy/Sell)
• Access to LinkedIn learning
• Free rewards and discounts via Gratitudes
• Career Progression

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