Job Summary

The Bilingual Customer Experience Specialist at Air Canada is a high-energy, frontline ambassador role located at the Ottawa International Airport (YOW). As the face of Canada’s flag carrier, you are responsible for the “Seamless Journey”—managing every touchpoint from check-in to boarding. This unionized (UNIFOR) position requires the “wit” to solve complex travel disruptions in multiple languages and the “grit” to maintain peak performance during 24-hour rotating shifts in a fast-paced aviation environment.

Job Details

Employer: Air Canada.
Location: Ottawa, ON (On-site at YOW Airport).
Starting Salary: $17.75/hour.
Category: Unionized (UNIFOR).
Job Type: Full-time (Part-time options may be available).
Training: 5–7 weeks of mandatory, full-time paid training.
Travel Perks: World-class travel privileges for you and your family (eligible after 28 weeks).

Core Responsibilities

Departure Management: Conduct customer check-ins, verify travel documents, and issue boarding passes with high “Integrity-first” accuracy.
Gate Operations: Manage pre-boarding procedures, provide real-time flight schedule updates, and ensure on-time performance for departures.
Special Assistance: Provide dedicated support for customers with reduced mobility, including wheelchair assistance and safe transport to designated gates or baggage claims.
Airport Agility: Move actively throughout the airport terminal to attend to assigned work areas, serving as a “Ground Host/Hostess.”
Conflict Resolution: Quickly diagnose and solve customer service issues in line with Air Canada’s guidelines and policies.
Safety & Security: Maintain strict adherence to Transport Canada security protocols and Air Canada’s grooming and attendance standards.

Candidate Requirements

Linguistic Wit: Bilingualism in English and French is the priority. Fluency in additional languages (e.g., Japanese, Mandarin, Spanish, Arabic, Hindi) is a major asset.
Physicality: Ability to stand for long periods, walk long distances across the terminal, and lift/push/pull to assist passengers.
Flexibility: Absolute availability to work rotating shifts covering a 24-hour cycle, including weekends and holidays.
Background: Must be able to obtain and maintain a Transport Canada security clearance.
Soft Skills: Strong interpersonal skills, a “safety-conscious” mindset, and the ability to thrive under strict timelines to maintain “On-Time Performance.”

Market Insights: Diversity in Canadian Aviation

Air Canada is a leader in fostering a workforce that reflects Canada’s multicultural identity. Within the Canadian Transportation Sector:

Bilingualism: In the National Capital Region (Ottawa), bilingual employees are essential for federal compliance and customer service excellence, serving as a bridge for domestic and international travelers.
Representation: Air Canada actively recruits to increase the representation of women, Indigenous peoples, and visible minorities in frontline leadership roles.
Unionized Stability: Being part of UNIFOR provides a structured environment for wage growth, benefits, and workplace advocacy.

Job Description

Do you believe that a journey of a thousand miles begins with a great smile at the check-in counter? Air Canada is seeking Bilingual Customer Experience Specialists to join our Ottawa team. We aren’t just moving passengers; we are ambassadors of Canadian hospitality. If you have the “grit” to handle the 24/7 rhythm of an international airport and the “wit” to turn a travel delay into a positive customer story, you are ready to let your career take flight.

In this role, you are a “Journey Facilitator.” You understand that for many, the airport can be a place of stress; your goal is to be the caring, enthusiastic professional who provides clarity and ease. We look for “Integrity-first” specialists who take pride in their uniform and their punctuality—those who know that being “Safety-conscious” is the most important service we provide.

Joining Air Canada means joining a vibrant team where your unique linguistic skills and cultural background are celebrated. We offer a competitive starting wage, comprehensive health and dental benefits, and an industry-leading travel program that allows you to see the world. If you are a self-motivated professional with a commitment to “Excellence in the Skies and on the Ground,” we invite you to apply and join us at the Ottawa Airport.

Air Canada | Ottawa & The National Capital Aviation Hub

Air Canada is the nation’s flag carrier and largest airline. In Ottawa, it acts as the primary connector for the federal government, the diplomatic community, and the “Silicon Valley North” tech corridor. Operating out of the Ottawa Macdonald-Cartier International Airport (YOW), Air Canada provides the city with a critical network of domestic, transborder, and international links, reinforcing Ottawa’s status as a global gateway.

Company Culture: “Flying the Flag with Pride”

As one of Canada’s Top Employers for 2026, Air Canada’s culture is defined by professional excellence, safety, and a “New Frontiers” growth mindset.

Operational Excellence: The culture is rooted in the “Safety First, Always” mantra. Employees are trained to manage high-stakes, 24/7 operations where precision and reliability are paramount.
Inclusive & Diverse: Recognized as one of Canada’s Best Diversity Employers for 2026, the airline fosters a culture where bilingualism (English and French) is not just a requirement but a celebrated asset, especially in the National Capital Region.
Employee Resource Groups (ERGs): There is a strong internal community supported by ERGs for women, 2SLGBTQIA+ communities, and Indigenous peoples, ensuring all voices contribute to the airline’s success.
Mentorship for Youth: Named a Top Employer for Young People for the third year running, the culture emphasizes “buddy systems” and leadership development to integrate the next generation of aviation professionals.

Location: The YOW Hub

Air Canada’s presence in Ottawa is concentrated at the city’s main airport, with regional connectivity being a major focus for 2026.

Air Canada – Ottawa International Airport (YOW)

Domestic Strategic Focus: Ottawa serves as a key node in the “Eastern Triangle” (Toronto-Montreal-Ottawa). In 2026, Air Canada has increased flight frequencies from Billy Bishop Toronto City Airport (YTZ) to Ottawa to six daily return trips to support business travel.
Regional Connectivity: The airline has recently expanded its non-stop regional service from Ottawa to Atlantic Canada, including new daily routes to Fredericton (YFC) and Moncton (YQM).
Global Link: Ottawa maintains a vital year-round international connection to London Heathrow (LHR), which Air Canada extended to a full-year service starting in late 2025/early 2026.

Core Fleet & Service Enhancements (2026)

Feature	Details	2026 Impact
Regional Refurbishment	Jazz Dash 8-400 fleet upgrade.	Mid-2026 completion: new ergonomic seats and device holders.
Onboard Connectivity	Fast, Free Wi-Fi (sponsored by Bell).	Available on all flights to/from Billy Bishop (YTZ), including Ottawa.
New Aircraft Deliveries	35 new aircraft arriving in 2026.	Includes the Boeing 787-10 and the Airbus A321 XLR with lie-flat seats.
Sustainability Goal	Net-zero GHG emissions by 2050.	Ongoing investment in Sustainable Aviation Fuel (SAF) and fuel-efficient tech.

Associate Benefits: “The Fly High Rewards”

Air Canada offers one of the most comprehensive benefit packages in the transportation industry:

Travel Privileges: The most famous perk—employees and their eligible family/friends receive exclusive travel discounts and flight passes across Air Canada’s global network and partner airlines.
Health & Well-Being:
- Insurance: Employer pays up to 100% of premiums for the health plan.
- Mental Health: Up to $1,000 annually for mental health practitioners.
- Telemedicine: 24/7 access to medical professionals and an Employee Assistance Program (EAP).
Financial Growth:
- Pension: Access to defined-contribution (DC) pension plans.
- Share Ownership: A plan where the company matches 33.33% of employee contributions to buy Air Canada shares.
Professional Development:
- Tuition Subsidy: Up to $5,000 per year for job-related courses.
- Internal Mobility: Significant opportunities for lateral moves and promotions within the company’s global operations.

Career Paths in Ottawa

Air Canada frequently recruits for various roles at the Ottawa airport:

Ramp Agents (Station Attendants): Essential roles for ground handling, loading/unloading aircraft, and de-icing operations.
Customer Experience Specialists: Bilingual professionals who assist passengers with check-in, gate boarding, and travel inquiries.
Management & Logistics: Roles focused on station operations, crew scheduling, and regional network planning.

To apply for this job please visit careers.aircanada.com.