Flight Control Customer Service Agent (CX)

Pacific Aviation is seeking a detail-oriented, organized, and proactive professional to join our team as a Flight Control Agent supporting Cathay Pacific (CX) operations. This role is responsible for coordinating passenger processing, flight readiness, seating assignments, operational communications, and post-flight reporting to ensure smooth and efficient departures. If you thrive in a fast-paced airport environment and enjoy supporting airline operations behind the scenes, we encourage you to apply.

SUMMARY

As a Flight Control Agent for Pacific Aviation, you will support daily flight operations by managing passenger seating, processing upgrades, coordinating special service requests, communicating critical flight information, and maintaining operational records. This position plays a key role in ensuring airline procedures are followed while supporting a seamless travel experience for passengers and crew.

Requirements

What you Bring

• Fluent English communication skills
• Strong verbal and written communication abilities
• Excellent organizational skills and attention to detail
• Ability to multitask and prioritize in a fast-paced operational environment
• Strong computer literacy and data entry skills
• Ability to interpret and follow airline operational procedures
• Professional judgment and problem-solving skills
• 6 months of counter-lead / flight control experience.

Schedule

• Must be available to work flexible schedules, including weekends and holidays
• Shifts may include mornings, evenings, and overnight operations
• The schedule is based on operational requirements and flight schedules

What you will do:

• Counter Assistance
• Support briefing and assist counters upon request from the counter supervisor.
• Involuntary Upgrade (INVOL UPG) Processing
• Initiate INVOL UPG to release seats for check-in during oversold situations.
• Select appropriate cabin
• Include: Frequent Traveler – Tier (FQT)
• Sort by Security Number (SEC)
• Refer to operational notes and upgrade guidelines for final selection criteria
• Passenger List Comments
• Monitor list comments for seat change requests.
• Include: Ad-hoc Comments (CMT)
• Include: List-Only Comments (LIS)
• Upgrade | Regrade Tracking
• Monitor flights for the following upgrade categories:
• FMUFG
• CIS
• UGSA
• Miles Upgrade
• Upgrade Certificates
• Long Service & Work Well Done Upgrade Vouchers
• CLC Communication
• Send required information to PRG CLC via messenger:
• Crew Count
• DT Crew
• Crew Bags
• OCS
• WCLB
• CBBGs
• STCRs
• Staff Passenger Processing
• Process staff acceptance (must be completed at the check-in counter only).
• Jump Seat Oversight
• Check for any jump seat requests.
• Navigation: Flight Tab > CX Apps > Jump Seat Edit
• Seat Change Monitoring
• Review List-Only Comments for additional seat change requests.
• Check-In Counter Closure & Final Reporting
• Ensure the check-in counter is officially closed.
• Announce final passenger breakdown and total passenger count to relevant teams via chat group.
• Post-Flight Telexes
• Send telexes for special service items, including:
• Baby Strollers
• WCMP
• RLA
• DMP
• VIP
• Any other relevant SSRs
• Pre-Flight Editing (Next Day)
• Assign seats for:
• INF (Infants)
• KIDS
• UMNR (Unaccompanied Minors)
• WCH (Wheelchair Passengers)
• Special Assistance Passengers
• DMP/DMs
• Linked Customers
• Digital Filing
• E-file passenger coupon reconciliation
• Upload post-flight manifests to SharePoint

Benefits

Medical, dental, and Vision benefits

• Medical, Dental, & Vision Insurance
• 401(k) Retirement Plan
• Paid Time Off (PTO)
• Company-Provided Uniform
• Parking Discounts
• Paid Training
• Referral Bonus Program