Customer Service Agent

As a Customer Service Agent at Hawaiian Airlines, you'll be the welcoming face and voice of our airline, assisting guests across phone, digital, and airport touchpoints. You'll handle reservations, check-in, boarding, and rebooking while ensuring safety, accuracy, and adherence to regulations. Drawing on Hawaiian hospitality and our culture of aloha, you'll resolve issues with empathy, support smooth flight operations through close teamwork, and clearly communicate travel updates. This role offers growth opportunities, comprehensive benefits, and travel perks within a collaborative, inclusive environment rooted in local Hawaiian traditions.

Responsibilities

• Provide friendly, accurate assistance to guests via phone, online, and at airport counters and gates
• Support check-in, boarding, rebooking, and irregular operations while maintaining safety and security procedures
• Handle reservations, ticketing changes, payments, and fare rules using airline systems and GDS tools
• Resolve customer concerns with empathy, professionalism, and adherence to company policies
• Communicate flight updates, policies, and travel requirements clearly to guests
• Coordinate with airport, operations, and flight teams to ensure on-time departures and smooth guest journeys
• Document interactions and follow up on service issues to ensure guest satisfaction
• Uphold Hawaiian Airlines' standards of aloha, hospitality, and cultural respect in every interaction

Required Skills

• Customer service
• Airline reservations systems (e.g., Sabre, Amadeus, Navitaire)
• GDS usage
• Ticketing and rebooking
• Cash handling and payment processing
• Call center/phone support systems
• Written and verbal communication
• Conflict resolution and de-escalation
• Basic data entry and CRM usage
• Bilingual or multilingual communication
• Knowledge of airline policies and DOT regulations