Passenger Experience & Baggage Service Specialist – Ontario International Airport (ONT)
About arenaflex and the Opportunity Ahead
At arenaflex, aviation is more than a business — it is a people-driven experience that begins the moment travelers step into one of our partner airports. As a recognized leader in ground operations and passenger services, arenaflex partners with major commercial carriers to deliver seamless, safe, and welcoming experiences to millions of travelers each year. Our team members are the heart of that mission, and nowhere is that more visible than at our Ontario International Airport (ONT) station in beautiful Southern California.
We are currently seeking motivated, customer-obsessed, and detail-oriented individuals to join our team as Passenger Experience & Baggage Service Specialists. This front-line role places you at the center of airport operations, where you will assist arriving passengers, reunite them with their belongings, resolve baggage concerns with empathy and professionalism, and ensure that every interaction reflects the high standards our airline partners and travelers expect. If you enjoy working in a fast-paced, ever-changing environment and take pride in being the friendly face that sets the tone for a traveler’s journey, this opportunity is built for you.
Ontario International Airport serves as a key hub for travelers throughout the Inland Empire and greater Los Angeles region, and our team plays a vital role in keeping flights moving, baggage accounted for, and customers satisfied from curb to gate and back again.
Primary Responsibilities
As a valued member of our ONT ground services team, your day-to-day contributions will directly shape the passenger experience. Core responsibilities include:
- Baggage Assistance and Resolution: Welcome arriving passengers at baggage claim areas, assist with luggage retrieval, and help reunite travelers with delayed, lost, misplaced, or damaged items in a calm and reassuring manner.
- Lost and Found Coordination: Utilize arenaflex’s proprietary tracking software and airline systems to log, track, and catalog luggage throughout the resolution process, ensuring every item is accounted for and every claim is handled with care.
- Customer Interaction Excellence: Handle all customer interactions with warmth, professionalism, and efficiency. Whether resolving a complaint, providing flight information, or simply offering directions, you will represent arenaflex and our airline partners with class and confidence.
- Operational Support: Perform additional related duties as assigned, which may include supporting gate operations, assisting with special needs passengers, or providing general wayfinding support throughout the terminal.
- Physical Stamina and Safety Awareness: Regularly lift, carry, push, and pull items weighing up to 70 pounds, and repetitively lift 40 to 50 pound bags onto raised surfaces such as baggage belts and jetway areas. Maintain awareness of moving vehicles and aircraft, and use radio communication equipment safely and effectively.
Basic Qualifications
To succeed in this role, candidates must meet the following requirements:
- Must be a local (in-state) California resident.
- Possess a high school diploma or GED equivalent.
- Hold a valid in-state driver’s license.
- Ability to pass a pre-employment drug screening.
- Ability to pass a comprehensive background check covering up to the past 10 years.
- Must be at least 18 years of age.
- Must have legal authorization to work in the United States, as defined by the Immigration Reform and Control Act of 1986.
- Must successfully complete ramp and SIDA (Security Identification Display Area) training to obtain airport-issued security credentials.
- Must be physically capable of carrying heavy items up and down jetway stairs repeatedly throughout a shift.
- Must remain alert to moving vehicles, ground support equipment, and aircraft at all times while on the ramp or apron.
Preferred Skills and Competencies
While not required, the following attributes will help you thrive at arenaflex:
- Exceptional Communication Skills: Clear, courteous verbal communication with passengers, crew members, and team leaders.
- Problem-Solving Mindset: A proactive approach to identifying and resolving issues before they escalate.
- Tech-Savviness: Comfort using computers, handheld scanners, and software platforms to track baggage and log customer interactions.
- Multitasking Ability: Capability to manage multiple passenger needs simultaneously in a high-volume environment.
- Team-Oriented Attitude: Willingness to support teammates and collaborate across shifts to maintain operational excellence.
- Adaptability: Flexibility to work varied shifts, including early mornings, late evenings, overnight hours, weekends, and holidays as operational needs require.
Schedule, Compensation, and Shift Details
This is a full-time position based at Ontario International Airport (ONT) in Ontario, California. We offer a competitive base hourly rate starting at $16.18 per hour, with opportunities for overtime and shift differentials. Available shifts include morning (A.M.), afternoon/evening (P.M.), and overnight schedules, giving you flexibility to align your work life with your personal commitments. Shift assignments will be discussed during the interview process and may be adjusted based on operational demand.
Comprehensive Benefits and Perks
At arenaflex, we believe that taking care of our team members is just as important as taking care of our passengers. That’s why we offer a robust benefits package designed to support your health, financial well-being, and long-term career goals:
- Competitive hourly compensation with regular performance reviews.
- Stock option opportunities for eligible full-time employees.
- Comprehensive medical, dental, and vision insurance plans.
- 401(k) retirement savings plan with company match.
- Paid time off, including vacation days, sick leave, and holidays.
- Life insurance, short-term disability, and long-term disability coverage.
- Employee assistance programs offering mental health, financial, and personal support resources.
- Free or discounted airport parking and travel perks through our airline partners.
- Uniforms provided at no cost to employees.
Career Growth and Development Opportunities
arenaflex is a fast-growing organization, and growth isn’t just a buzzword for us — it’s built into the structure of our culture. When you join our team at ONT, you gain access to a clear career pathway that can lead from entry-level customer service into roles such as Lead Agent, Station Trainer, Shift Supervisor, Operations Manager, and beyond. Many of our regional and corporate leaders began their careers in customer service roles just like this one.
We invest in our people through continuous on-the-job training, mentorship from experienced leaders, tuition reimbursement programs, and professional development courses designed to help you build a lasting career in aviation, logistics, or hospitality. Whether you envision a long-term future in airport operations, airline services, or corporate management, arenaflex provides the tools, training, and encouragement to help you reach your goals.
Our Culture and Work Environment
The arenaflex team is built on a foundation of respect, inclusivity, and collaboration. We celebrate diversity in all its forms and are committed to creating a workplace where every team member feels valued, heard, and empowered to do their best work. We believe that when our employees thrive, our passengers do too.
Our ONT station is a dynamic, energetic environment where no two shifts are exactly alike. You will work alongside a tight-knit team of professionals who support one another through busy travel days, weather-related challenges, and the everyday rewards of helping people get where they need to go. If you are someone who enjoys working with people, stays calm under pressure, and finds fulfillment in delivering excellent service, you will feel right at home at arenaflex.
Equal Opportunity Employer Statement
arenaflex is proud to be an equal opportunity employer. We are committed to creating a diverse and inclusive workforce and provide equal employment opportunities to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status, or any other protected characteristic under applicable federal, state, or local law.
How to Apply
If you’re ready to launch or grow your career in aviation customer service, we encourage you to apply today. Ontario International Airport is hiring, and our team is looking for dedicated, service-minded individuals to join us. Don’t miss your chance to become part of a company that values your contributions, invests in your future, and gives you a front-row seat to the exciting world of air travel.