Your role

What We Need

We are looking for a responsive and customer-focused Distress Passenger Agent to manage hotel accommodation and ground transportation arrangements for passengers affected by flight disruptions, delays, or cancellations.

This role handles booking requests received through multiple channels, including the ConneX App, email, chat, telephone, system notifications, and walk-ups. You will coordinate closely with hotel and transportation vendors, internal teams, and passenger support desks to deliver timely solutions while following established Standard Operating Procedures.

What you'll be doing

How We Work

Our team operates in a fast-paced, service-driven environment where passenger wellbeing, accuracy, and speed are essential. During major irregular operations, you may be required to work extended hours and manage urgent, high-volume booking requests.

We value positive and respectful communication, teamwork, accountability, and a professional approach to resolving complex passenger accommodation challenges.

Role Responsibilities

• Arrange hotel accommodation and ground transportation for distressed passengers.
• Manage urgent and last-minute passenger relocations.
• Receive and respond to booking requirements through multiple communication channels.
• Work closely with scheduling teams, internal departments, management, and vendors to resolve operational issues.
• Source suitable and compliant hotel options in markets where contracted hotels are unavailable or sold out.
• Obtain airline approval for non-compliant accommodation options and accurately record approval details in ConneX notes.
• Process vendor payments in line with system settings and contractual payment terms.
• Accurately record reservations, agreements, approvals, and relevant background details in TA Connections systems.
• Monitor access to required systems, tools, and resources; promptly report any issues to the shift supervisor.
• Use relevant systems and technology to process, track, and report booking transactions.
• Support IT, Billing, and Commission Collections teams with data gathering, folio collection, payment-related activities, and issue resolution.
• Maintain excellent attendance, punctuality, break compliance, and adherence to company policies.
• Report workplace incidents professionally to the supervisor on shift and/or HR.
• Support special projects and complete other duties as assigned.

Qualifications & Skills

• High school diploma or GED required; some college education is preferred.
• Previous customer service, travel, hospitality, or call centre experience is preferred.
• Strong interpersonal, customer relationship, and communication skills.
• Excellent written communication and negotiation skills.
• Strong organisational skills with the ability to manage multiple priorities under pressure.
• Ability to work independently while contributing effectively as part of a team.
• Comfortable communicating with clients, vendors, and business partners via phone and electronic channels.
• Familiarity with hotel sourcing, rate negotiation, and hotel market requirements is an advantage.
• General understanding of ConneX or similar booking systems is preferred.
• Strong computer skills and confidence using multiple systems simultaneously.
• Willingness to work shifts, including extended hours during irregular operations.
• A reliable home internet connection of at least 100 Mbps and a quiet home-working environment are mandatory.

About Corpay

About Corpay

 

Corpay is a global technology organization that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.

At Corpay, we are committed to fostering an inclusive and respectful workplace where employees are valued for their diverse perspectives, experiences, and contributions. We believe that diversity, equity, and inclusion strengthen our teams, drive innovation, and support our continued success globally.

As part of our hiring process, offers of employment may be subject to the successful completion of pre-employment screening conducted by an authorized third-party provider, in accordance with applicable laws and Corpay policies. Screening requirements may include employment references, identity verification, criminal record checks, financial or sanctions screening, and other background checks relevant to the role and permitted by local law.

Notice to Recruitment Agencies and Search Firms: Corpay does not accept unsolicited resumes from agencies or search firms without a valid written agreement in place. Any unsolicited candidate submissions will become the property of Corpay, and no fees will be paid related to such submissions.

Learn more about Corpay: https://www.corpay.com

 

Transparency & Compliance

 

Equal Opportunity Employer

Corpay is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), gender, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, marital status, genetic information, military or veteran status, or any other characteristic protected by applicable law. Corpay is committed to fostering an inclusive workplace where individuals are respected and valued for their diverse perspectives, experiences, and contributions. If you require reasonable accommodation during any part of the application or interview process, please notify a representative of the Human Resources Department.

 

Use of Artificial Intelligence in Hiring

Corpay may use artificial intelligence (AI) and other technology-enabled tools to support certain aspects of the recruitment process, such as application screening, candidate assessment, or interview scheduling. These tools are designed to enhance efficiency, consistency, and fairness throughout the hiring process. AI tools do not make final hiring decisions. All employment decisions involve human review. Corpay is committed to the responsible use of AI, including appropriate oversight and safeguards designed to support fair and unbiased outcomes.

 

Candidate Privacy Notice

For information about how Corpay processes personal information during the recruitment process, please review our Candidate Privacy Notice: https://www.corpay.com/privacy-policy.

 

Pay Philosophy

Corpay is committed to fair, equitable, and transparent compensation practices. Compensation decisions are based on objective, job-related factors including skills, experience, qualifications, and market benchmarks. Where required by applicable law, salary or compensation ranges will be included in the job posting or provided prior to the interview process, where required by applicable law. Additional compensation elements such as bonuses, incentives, benefits, or variable pay may apply where applicable.