Job Summary

The Bilingual Customer Experience Specialist at Air Canada is a high-visibility, frontline leadership role at Montréal-Trudeau International Airport (YUL). As a “Ground Host/Hostess,” you are the face of Canada’s flagship carrier in its primary Quebec hub, managing every passenger touchpoint from check-in to boarding. This position requires the “wit” to navigate complex global travel regulations in two languages and the “grit” to maintain high-energy service during rotating shifts in a fast-paced airport environment.

Job Details

Employer: Air Canada (Airports Canada & CX Strategy Branch).
Location: Dorval, QC (On-site at YUL).
Position Type: Full-time (Part-time options may be available).
Estimated Salary: $60,000 – $80,000 per year (Based on 2026 market rates for experienced bilingual specialists).
Category: Unionized (UNIFOR).
Linguistic Requirement: Strictly Bilingual (English and French).

Core Responsibilities

Passenger Logistics: Conduct check-ins, verify international travel documents, and issue boarding passes with “Integrity-first” accuracy.
Gate Operations: Manage the pre-boarding process, provide real-time updates on flight schedules in both languages, and coordinate on-time departures.
Specialized Assistance: Support customers with reduced mobility, ensuring safe and timely transport via wheelchair or other assistance to gates and baggage claims.
Problem Solving: Resolve passenger inquiries and travel disruptions (IROPS) in line with Air Canada’s global policies and the Air Passenger Protection Regulations (APPR).
Safety & Security: Maintain constant vigilance regarding airport security protocols and ensure all “touchpoints” meet aviation safety standards.
Mobility: Maintain active movement throughout the terminal to attend to assigned work areas and passenger needs.

Candidate Profile

Language Skills: Fluent in both English and French is mandatory for the Montréal hub.
Interpersonal Wit: Strong communication skills and the ability to solve problems under strict timelines while staying calm.
Professionalism: Adherence to Air Canada’s strict attendance and professional grooming standards.
Experience: Previous customer service experience is required; aviation experience is an asset.
Availability: Must be able to work rotating shifts over a 24-hour period, including weekends and holidays.
Security: Ability to obtain and maintain Transport Canada security clearances (RAIC).

The Air Canada Employee Experience

Air Canada provides a comprehensive rewards package for its Montréal-based team:

Travel Privileges: Access to one of the industry’s most generous travel programs for yourself and eligible family/friends to explore Air Canada’s global network.
Wellbeing: Comprehensive health, dental, and vision plans to support you and your family.
Career Development: Paid, world-class training and a suite of development tools designed to help you transition into leadership or specialized aviation roles.
Global Diversity: Work in an environment that values unique contributions and serves a worldwide customer base from one of the most multicultural cities in Canada.

Technical Insights: The Montréal Hub

As a Specialist at YUL, you manage the “Critical Path” of a massive international gateway.

Departure Control Systems (DCS): You will be trained on sophisticated software used to manage seat assignments, baggage manifests, and weight/balance data for wide-body aircraft.
International Documentation: Montréal is a primary gateway to Europe and North Africa; you must be an expert at verifying diverse passports, visas, and eTAs.
The “On-Time Performance” (OTP) Metric: Your efficiency at the gate directly impacts the airline’s OTP, a key industry benchmark for operational success.

Job Description

Do you believe that a journey of a thousand miles begins with a world-class smile at the check-in counter? Air Canada is seeking Bilingual Customer Experience Specialists to join our Montréal team. We aren’t just checking bags; we are launching adventures and facilitating global connections from the heart of Quebec. If you have the “grit” to manage a busy international boarding gate and the “wit” to solve a complex ticketing issue in two languages, you belong in our “Ground Host” family.

In this role, you are a “Journey Facilitator.” You understand that for a nervous traveler or a family requiring extra help, your professional and caring presence is the most important part of their day. Your goal is to provide “Excellence in Every Interaction,” ensuring that every flight is ready for a secure and on-time departure. We look for “Integrity-first” professionals who are punctual, dependable, and proud to represent Canada’s largest airline.

Joining Air Canada means joining a unionized team that values your growth and rewards your dedication with world-class travel perks. We offer a supportive environment where your bilingual skills and cultural awareness are celebrated. If you are a service-oriented professional with a commitment to “Safety and Inclusion,” we invite you to apply and help your career take flight at YUL.

Air Canada | The Dorval & Montreal Global Headquarters

Air Canada is the flag carrier and largest airline of Canada, a founding member of the Star Alliance, and a global leader in the aviation industry. While it operates massive hubs across the country, its heart is in Dorval/Saint-Laurent, where its sprawling corporate headquarters—the Air Canada Centre—manages a fleet of over 400 aircraft and a global workforce of more than 35,000 employees. In 2026, the airline is currently navigating its “New Frontiers” growth phase, focusing on ultra-long-range travel with the new Airbus A321XLR fleet and industry-leading digital innovation.

The Dorval/Montreal Hub: “The Air Canada Centre”

The corporate headquarters is a landmark in the Montreal aerospace corridor, located just minutes from Montréal-Trudeau International Airport (YUL).

Primary Address: 7373 Côte-Vertu Blvd. West, Saint-Laurent, QC H4S 1Z3.
The Campus: The headquarters serves as the central nervous system for the airline, housing executive leadership, integrated operations control, and specialized training facilities.
Economic Anchor: In March 2026, Air Canada was named one of Montreal’s Top Employers for the 13th consecutive year, underscoring its role as a premier career destination in Quebec.

Company Culture: “Care and Class”

The culture at Air Canada is defined by a commitment to safety, diversity, and professional excellence. In 2026, the company has doubled down on fostering an inclusive environment that reflects the global nature of its passengers.

Diversity, Equity & Inclusion (DEI): Recognized as one of Canada’s Best Diversity Employers for 2026 (the 8th time in a decade), the airline utilizes internal “Employee Resource Groups” and “Champions for Inclusion” to drive workplace fairness.
The “Elevate” Leadership Model: Grounded in three core commitments: We inspire our people, We enable performance, and We find solutions.
Youth & Innovation: Named one of Canada’s Top Employers for Young People 2026, the airline uses a “buddy system” and “Work Integrated Learning” programs to help new graduates and interns transition into the high-speed aviation world.
Bilingualism: As a Montreal-based national icon, the airline is deeply committed to both official languages, offering free language training to its staff.

Associate Benefits: “The Total Rewards Suite”

Air Canada’s 2026 benefits package is designed to support the holistic well-being of its team members, from frontline crew to corporate strategists:

Travel Privileges: The most famous perk—employees, their families, and friends receive deeply discounted standby travel on Air Canada and 45+ partner airlines worldwide.
Total Rewards (2026 Estimates):
- Customer Service & Airport Agents: $22.00 – $27.00/hr.
- Flight Attendants: $41.39 – $87.01/hr (based on aircraft type and seniority).
- Corporate & IT Roles: Competitive salaries with performance-based profit-sharing plans.
Wellness (UBY): The “Unlock the Best in You” (UBY) program provides personalized tools for mental health awareness, physical fitness, and financial literacy.
Retirement & Stability: Access to a Defined Pension Plan (or matched RRSP/DPSP depending on the branch) and unionized security of tenure for many operational roles.
Professional Development: Includes tuition assistance and the Captain Judy Cameron Scholarship for underrepresented groups in technical aviation roles.

2026 Strategic Context: “New Frontiers”

By the first quarter of 2026, Air Canada began taking delivery of its Airbus A321XLR fleet, which is now enabling new non-stop routes from Montreal and Toronto to secondary European markets. This technological leap, combined with the expansion of fast, free Wi-Fi across the international fleet, is a primary focus for the thousands of employees working at the Dorval headquarters.

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