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About the Role

The Network Passenger Movement Advisor advocates for Air Canada’s customers during day-of-operations decision-making, ensuring a consistent brand travel experience and schedule delivery. This role proactively identifies customer impacts from schedule disruptions and implements measures to minimize them, providing planning assistance and support for operational recovery initiatives.

Responsibilities

• Serve as the primary gateway into SOC on matters of customer service and passenger movement, screening requests and setting priorities for the Operations Manager and team.
• Coordinate with the Planning Unit on additional flying, diversions, and special operations to protect and enhance the customer experience.
• Identify and protect mission-critical flying, including On-Time Performance objectives and Crew duty day constraints.
• Provide flight-specific customer analysis (groups, priority passengers) to support day-of-flight aircraft plans and assignments.
• Coordinate with operational stakeholders on passenger re-accommodation by identifying affected flights, protection opportunities, and assigning actions.
• Ensure irregular operations and customer information are communicated to key operational stakeholders (airports and call centres).
• Complete all flight forecasting activities, ensuring accuracy and timeliness.
• Track and log data relevant to effective customer service management as defined by the Manager Passenger Movement.
• Provide continuous feedback to the Manager Passenger Movement to improve the effectiveness of the passenger movement function.
• Initiate and oversee the Emergency Response lock-out process.
• Monitor day-of-flight opportunities, constraints, and recovery options from Operating Branches to ensure customer impact and downstream implications are considered in decision-making.
• Provide shift coverage as required for the Manager, Passenger Movement, to ensure function staffing.

Requirements

• Ability to work different shift patterns, including weekends and holidays.
• Minimum two years of Customer Service experience, preferably with an airline.
• Candidates must be eligible to work in the country of interest at the time of offer and are responsible for obtaining any required work permits, visas, or other authorizations.
• Prior to start date, candidates will need to provide proof of eligibility to work in the country of interest.

Skills

• Excellent verbal and written skills.
• Fundamental understanding of Airline operations, within a network carrier is an asset.
• Sound understanding of passenger accommodation and protection.
• Knowledge in Altea CM, Inventory, Netline, Microsoft, and Communicator applications is an asset.

Location

• Canada

Work Type

• Full-time
• Shift work

Experience Level

• Minimum two years customer service experience

Education Level

• Post-Secondary Education in a related field is an asset

About the Company

• Air Canada is an iconic Canadian symbol, recently ranked the best Airline in North America.
• Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

Equal Opportunity

• As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.