Job Summary

The Customer Experience Specialist at Air Canada is a high-energy, frontline role at Montréal-Trudeau International Airport (YUL). As the “Face of the Airline,” you are responsible for the seamless execution of the passenger journey, from the initial check-in to the final boarding call. This position requires the “wit” to manage complex travel documentation and flight schedules, alongside the “grit” to maintain peak performance during rotating 24-hour shifts in a fast-paced hub environment.

Job Details

Employer: Air Canada (Division: Canadian Airports & Strategy).
Location: Montréal, QC (On-site at YUL).
Starting Pay: $17.74 per hour.
Category: Unionized staff (Unifor).
Position Type: Full-time (Part-time opportunities may also be available).

Core Responsibilities

Passenger Logistics: Check in customers, verify travel documents, and issue boarding passes with “Integrity-first” accuracy [00:34].
Gate Operations: Facilitate pre-boarding, provide real-time updates on flight schedules, and manage connections to ensure on-time departures [00:11].
Specialized Assistance: Support passengers with special needs, including wheelchair assistance, ensuring they navigate the terminal safely to their gates or baggage claim.
Problem Solving: Act as a dedicated resource to resolve customer inquiries and navigate irregular operations with care and class [01:12].
Safety & Security: Maintain constant vigilance over terminal work areas and adhere to strict aviation security protocols.
Mobility: Remain active throughout the shift, moving between various assigned work zones across the airport terminal.

Candidate Profile

Linguistic Wit: Priority is given to bilingual candidates (English and French). Additional languages (such as Japanese, Korean, Mandarin, Spanish, Arabic, or Punjabi) are a significant asset.
Service Excellence: Previous customer service experience and a genuinely caring, enthusiastic personality [00:01].
Reliability: Strong punctuality and the ability to work rotating shifts (including weekends and holidays) over a 24-hour period.
Physical Grit: Ability to stand for long periods, walk long distances, and lift, push, or pull to assist customers.
Training: Must be available to complete a 5 to 7-week paid full-time training program.
Clearance: Ability to obtain and maintain a Transport Canada security clearance.

Technical Insights: The Passenger Touchpoint Lifecycle

In this role, you manage the “Critical Path” that transforms a traveler into a passenger.

Departure Control Systems (DCS): You will use specialized software to manage seat inventories and manifest data, ensuring each flight is weighted correctly for departure.
The “Safety-Service” Balance: While your role is high-hospitality, you are also a safety officer. You are trained to spot “Prohibited Items” and ensure that passenger behavior aligns with flight safety standards.
On-Time Performance (OTP): Every minute counts. Your efficiency at the gate is a key metric in preventing “Gate Delays,” which can ripple across Air Canada’s entire global network.

Job Description

Do you believe that a journey of a thousand miles should begin with a world-class experience at the airport? Air Canada is seeking Customer Experience Specialists to join our dedicated team in Montréal. We aren’t just moving people; we are the voice, the smile, and the helping hand that makes travel simple and inviting [00:01]. If you have the “grit” to thrive in a 24/7 operational environment and the “wit” to solve complex travel puzzles in multiple languages, you belong with us.

In this role, you are an “Ambassador of Flight.” You understand that for every traveler—whether a frequent flyer or a first-time visitor—you are the key to a stress-free journey [00:20]. Your goal is to provide “Excellence at Every Touchpoint,” ensuring our flights depart safely and on schedule. We look for “Integrity-first” professionals who are proud to wear the Air Canada uniform and represent our values of diversity and inclusion.

Joining Air Canada means joining one of Canada’s leading employers. We reward your dedication with a generous travel privileges program, comprehensive health benefits, and world-class training [01:22]. If you are a service-oriented professional with a commitment to “Safety and Professionalism,” we invite you to apply and let your career take flight at YUL.

Air Canada: The Maple Leaf on the Global Stage

As Canada’s flag carrier and largest airline, Air Canada’s culture is anchored in a mission to “Connect Canada and the World” with dignity and safety. Named one of Canada’s Best Diversity Employers for 2026, the organization fosters a “growth-mindset” environment that emphasizes inclusivity, empathy, and operational excellence. Employees benefit from a collaborative atmosphere where lateral career moves are encouraged, supported by robust mentorship programs and a strong commitment to achieving net-zero emissions by 2050.

Headquartered at 7373 Côte-Vertu Boulevard West in Saint-Laurent, Montreal, the corporate campus is a bustling center of global strategy. This location in the borough of Saint-Laurent places the team near its primary hub at Montréal-Trudeau International Airport (YUL). Working in this bilingual, cosmopolitan setting offers a unique blend of high-stakes aviation logistics and the vibrant, multicultural energy of Quebec’s largest city, serving as the heartbeat of the airline’s international operations.

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