Work From Home Airline Complaints Resolution Specialist – $18–$24hr

About the Role

We are hiring experienced Airline Complaints Resolution Specialists for a remote, work-from-home position. You will handle escalated customer complaints related to flight delays, cancellations, denied boarding, lost baggage, and service failures — negotiating fair resolutions while protecting the airline's policies and reputation.

What You Will Do

• Handle escalated customer complaints via phone and email that were not resolved at the first contact level
• Investigate complaint details by reviewing booking records, incident logs, and flight data
• Determine appropriate compensation — travel credits, miles, refunds, or meal/hotel vouchers — within policy guidelines
• Draft professional resolution letters and communicate outcomes to customers clearly
• Handle DOT (Department of Transportation) and BBB complaints according to regulatory requirements
• Identify complaint trends and share insights with the service quality team

Requirements

• High school diploma; associate's or bachelor's degree preferred
• 2–4 years of customer service experience with escalation or complaints handling background
• Strong negotiation and de-escalation skills — able to turn angry customers into loyal ones
• Knowledge of DOT consumer protection rules and airline passenger rights is a plus
• Excellent written communication for drafting formal resolution correspondence
• Reliable home office setup with fast internet and USB headset

Pay & Benefits

• Pay: $18.00–$24.00 per hour
• Fully remote — work from home
• Health, dental, and vision insurance
• 401(k) with company match
• Performance bonus for high resolution satisfaction scores
• Career path to Customer Relations Manager