Distressed Passenger Agent

Your role Corpay is currently looking to hire a Distress Passenger Agent within our Lodging division. This position is located in Mexico. This role receives bookings requirements through multiple methods (ConneX App, email, chat, phone calls, screen printer, walk-ups, etc.) and coordinates resolution with vendors by strictly following Standard Operation procedures. Agents receive phone calls from Distress Passengers Agent tracking desks to address issues and last-minute challenges that Passengers might be experiencing with their layovers. During Massive Irregular Operations, this role works for extended times and under pressure, as Passenger must be placed in rooms in a timely manner from delays or flight cancellations. You will report directly to Operations Manager. What you'll be doing Role Responsibilities • Book hotel accommodations for Passengers • Handle emergency relocations of Passengers that occur last minute • Work closely and in sync with scheduling and other relevant groups to satisfy all operational requirements and resolve situations that may affect Passengers • Communicate with internal departments and management to resolve problems and expedite work • Monitor and confirm access to tools, systems and defined resources needed to perform the job duties as per Standard Operations Procedures, and report issues to supervisors • Effectively utilize all tools and technology to process, track and report transactions • Accurately register in TA Connections System and applications all reservations information, agreements, approvals and background information relevant for future research and troubleshooting • Source for suitable and compliant hotel markets and cities where American doesn’t have contracted hotels or when contracted hotels are Sold Out • In case of only having non-compliant options, ensure AA approves the bookings and record it as evidence in ConneX “notes” • Make payments to hotel and transportation vendors as per system settings. (hotel’s contractual payment terms, are managed by AA) • Maintain an environment of positiveness, open and respectful communications and professional behavior. Report any incidents in a formal and professional way to the supervisor on shift and/or HR • Maintain impeccable attendance, punctuality, breaks, and adherence to Companies’ policies and Employee’s Handbook • Supports IT, Billing and Commission Collections departments with data gathering activities, folios gathering, payment of collections and issue trouble shooting • Works on special projects and other duties as assigned Qualifications & Skills • Excellent interpersonal, written, and verbal communication skills • Strong organizational and multitasking abilities • Familiarity with hotel sourcing, market research, and rate negotiation • Proficiency with Connex and PC tools • Customer service or call center experience (preferred but not required) • Willingness to work flexible hours including evenings, weekends, and during high-demand irregular operations • Ability to work independently and as a contributing team member • Ability to interact with clients and business partners both electronically and via telephone • Possess a general understanding of Connex • Reliable internet connection (must be 100 mbps or higher) and Quiet home-work environment is 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: 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: . 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.