Distressed Passenger Agent

What you'll be doing

Corpay is currently looking to hire a Distressed Passenger Agent on a permanent basis within our Lodging division. This position falls under our TA Connections line of business and is based in our Heathrow office. In this role, you will be responsible for managing and resolving hotel and ground transportation booking activities for distressed passengers. You will report directly to the Operations Supervisor and regularly collaborate with Scheduling, Vendor Relations, and Client Operations teams to ensure timely accommodations during irregular airline operations.

Role Responsibilities

• Managing and coordinating hotel and ground transportation accommodations for distressed passengers.
• Handling emergency relocations and last‑minute booking changes during irregular operations.
• Communicating with internal teams and external vendors to ensure smooth resolution of accommodation issues.
• Sourcing compliant hotel options and managing approval processes for non‑contracted or non‑compliant properties.
• Making vendor payments in accordance with contractual terms and system protocols.
• Accurately recording all reservations, approvals, and notes within the TA Connections (ConneX) system.
• Monitoring access to necessary tools, systems, and resources, and reporting issues to supervisors promptly.
• Supporting IT, Billing, and Commission Collections departments through data collection and issue troubleshooting.
• Maintaining a positive, professional, and customer‑focused attitude while adhering to company policies and standards.
• Reporting incidents in a professional manner to Supervisors or Human Resources.
• Participating in special projects or additional duties as assigned.

Qualifications & Skills

• Previous experience within a customer service, operational or administration environment working within agreed service levels.
• Experience in airlines, travel coordination and/or hospitality is preferred.
• Ability to speak additional languages to English is highly beneficial.
• Strong organizational and communication skills.
• Ability to work in a fast‑paced environment.
• Proficiency in Microsoft Office and travel booking systems.
• Good telephone and written/verbal communication skills.
• Competence in MS Office, especially Excel is preferred.
• Strong attention to detail and accuracy.
• Flexibility and adaptability to changing priorities and demands.

Working Hours

Working hours are either 05.30 – 14.00 or 13.30 – 22.00. We can potentially accommodate you working one of these fixed shifts. The working days will rotate; you will be expected to work 5 out of 7 days on a rotating basis each month.

Benefits & Perks

• 4 X Life insurance
• Pension scheme - 5% employer contribution
• Private Healthcare
• 25 days Holiday (plus Holiday Buy/Sell)
• Access to LinkedIn learning
• Free rewards and discounts via Gratitudes
• Career Progression

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.

Transparency & Compliance

Equal Opportunity Employer

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. Fast‑growing, global, rewarding, fun, involved – at Corpay, we are all of these and more. If you are an experienced and self‑motivated professional who can perform at a high level, you will be rewarded. If you have great ideas, we want to hear them. If you want your career to grow at the same rapid pace as our organization, this is the place for you. Whatever your area of expertise, you can take it to the next level at Corpay.

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