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Agent, Air Customer Service

Princess Cruises |  Valencia CA 91355 USA | Full Time |  Posted: 01/08/2020

Job Descriptiontop

The Holland America Group is currently searching for a highly motivated Air Customer Service Agents to join the Air Operations team at our corporate offices in Santa Clarita, CA (just north of Los Angeles). 

We welcome your interest in joining the Holland America Group - a division of Carnival Corp. The Holland America Group includes Holland America Line and Seabourn (both headquartered in Seattle, Washington), Princess Cruise Lines (headquartered in Santa Clarita, California), and P&O Australia (headquartered in Sydney). The Holland America Group operates a combined total of 41 cruise ships with over 36,000 employees worldwide. This position will be located in our Santa Clarita, CA offices.


  • Answers phone calls in regards to air issues, responds to e-mails and voicemails, and relays messages accurately and promptly.
  • Amends major schedule changes, performs ticketing activities (issuance, refunds, exchanges, etc).
  • Tracks and fixes incomplete Passenger Name Records (PNR) due to lack of TSA data and missing airfares.
  • Realigns pricing within PNR to have records re-priced so that we can collect additional money outside final payment.
  • Certify all air tickets are issued for those passengers taking a flight by updating the ticket match exception report, assigns ancillary services to guests when requested.
  • Processes guest entertainment, crew executive travel, VIP requests and provides down line communication to port agents, hotels and ground transportation.
  • Research air schedules booked for crew that are not within budget.
  • Processes last minute crew changes in regards to air accommodations.
  • Provides next port protection coverage (flight re-accommodation) to accommodate passengers when in need.
  • Communicates effectively with customers, coworkers and management to reduce communication-related work errors. Consistently delivers on commitments to external and internal customers to drive customer satisfaction.


  • This job requires a minimum of one year experience in the area of customer service. 
  • Must have experience in the travel and hospitality industry and in a high volume call center.
  • High school completion or equivalent certification.
  • Excellent phone and customer service skills.
  • Ability to communicate effectively (verbally and written) with travel suppliers, port agents, crew members, employees, other departments, and management.
  • Proficient in Microsoft Word, Excel, and Outlook.
  • Knowledge of all aspects of the Sabre airline reservations system such as creation of an air booking, ticketing, exchanges, pricing, routing and queue processing.


  • Flexible Work Schedule! 9/80 alternative workweek schedule providing each employee with one (1) weekday off every two weeks.
  • Time off benefits - 8 paid holidays, paid vacation, bonus vacation time and paid sick time
  • Travel - Cruise and Travel Privileges for you and your family
  • Health - Complete benefit plans including medical, dental, vision and flexible spending accounts
  • Wellness - Health and wellness programs include onsite exercise classes, onsite nutrition and lifestyle classes and discounted gym memberships
  • Tuition Reimbursement - up to 80% with a maximum of $3000 per year
  • 401(k) - Company match up to 6% of salary at 50% for the first 5 years and 100% thereafter
  • Employee Stock Purchase Plan - up to a 15% discount off of FMV of CCL stock
  • Training - In-house Princess University courses on professional development
  • Rewards & Incentives - Employee Recognition and Reward Programs; rideshare, financial commuter incentives and free parking; special employee discounts for banking services and retail stores

Next Steps… Apply today and set sail on an exciting new career course! Our goal is to be the number one cruise and cruise-tour provider. To make that happen, we need qualified, top-notch team members. If you’re looking to get your talent noticed, apply today! Our application process is quick and easy: Apply online at Enter the job title into the keyword search to access the job. If you are already on the Princess Cruises website be sure to create a profile and then apply directly to your specific job.

Princess Cruises is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status. 

Job Detailstop

Location Valencia, CA, 91355, United States
Industry Sectors Cruise
Function Other

Location Maptop

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Job Code req12368