Pacific Coastal Airlines is looking for a Permanent Part Time On call Airport Support Coordinator. This position is based out of Richmond, BC.

Reporting to the Manager, Customer Service and Cargo Training & Standards, the Airport Support Coordinator plays a key role in supporting airport operations, call centre functions, regulatory compliance, and system support across the Pacific Coastal Airlines network. This role provides administrative and operational assistance to ensure efficient day-of operations, consistent service delivery, and effective coordination between internal departments, contractors, and external partners.

The Airport Support

Coordinator supports airport stations during irregular operations (IROPS), manages system communications, assists with technical and customer inquiries, and ensures adherence to corporate policies, standards, and Transport Canada regulations.

Job Responsibilities

Administrative & Coordination Responsibilities

Provide administrative support to airport management and operations teams

Maintain accurate records, logs, and documentation aligned with company and regulatory requirements

Ensure new employees receive required credentials, system access, and identification

Issue and distribute manuals, documents, and updates to stations

Compile data for reports, audits, and compliance submissions

Monitor and maintain office supplies, tools, and administrative resources

Conduct trend analysis and review key metrics to identify performance gaps

Participate in departmental and corporate meetings

Assist in project planning, implementation, testing, and communication with vendors, suppliers, and internal departments

Support effective communication of process and policy changes across all locations Call Centre & Customer Support Responsibilities

Monitor call centre operations, including staffing support, SOP adherence, and regulatory compliance

Advance call centre functions to support scalable operational and commercial requirements (reprotection,



booking changes, IROP support)

Produce daily/weekly call centre reporting including volumes, call reasons, wait times, productivity, and customer experience trends

Develop scripts, phone-tree messaging, and customer handling guidelines for agents

Answer and support customers contacting the reservations call centre Operational Responsibilities

Provide technical guidance and interpret company procedures for employees

Coordinate customer service handling and liaise with OCC during major IROPS

Support interline IROPS and re-protection across the PCA network

Identify and escalate system limitations affecting interline reservations

Coordinate movement of delayed/forwarded interline baggage with partners

Manage schedule change alerts across the network

Serve as subject matter expert for IROPS handling

Consult with OCC to support effective operational decision-making and communicate updates to airport stations

Resolve service disruption issues including cancellations, delays, and rebooking

Monitor connecting passenger loads and mitigate potential misconnects

Support airport stations with denied boarding handling and day-of operations inquiries

Manage the repro email account

Provide ticketing/GDS support for e-ticket and interline bookings Qualifications:

High school diploma required; post-secondary education in business administration or related field is an asset

2–3 years of administrative or office coordination experience, preferably in aviation, transportation, or customer service

2–3 years of customer service experience; aviation industry background preferred





Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Experience with amelia system(s) considered a strong asset Skills, Knowledge & Abilities:

Excellent verbal and written communication skills

Solid organizational skills, professionalism, and attention to detail

Ability to prioritize tasks in a fast-paced environment

Strong problem-solving and decision-making abilities

High accuracy in record-keeping and document preparation

Ability to handle confidential information with discretion

Flexible to work evenings, nights, weekends, holidays, and irregular shifts

Must be able to obtain and maintain designated security clearance

Why Pacific Coastal Airlines?

Company Culture: We honour our company motto of People Friendly, People First for both our employees and our passengers. We encourage a positive, caring workplace and put a high value on collaboration, accountability, and loyalty. We are inclusive, respectful, and have a friendly corporate culture.

Travel Benefits: We offer excellent travel perks to employees and their eligible family members on Pacific Coastal Airlines, WestJet, Air Canada, Iceland Air, Delta, Allegiant, Cathay Pacific, Alaska Airlines, and more. Additionally, employees are eligible for discounts with various hotels and restaurants within the communities we serve as well as steeply discounted cargo shipping within the Pacific Coastal Airlines network.

Employee Programs: We have employee recognition and reward programs, a milestone service recognition program, and employee appreciation events throughout the year.

Apply now!

Pacific Coastal

Airlines is an equal-opportunity employer. We are committed to a policy of non-discrimination in all of our employment practices. We welcome and encourage applications from all qualified individuals, regardless of ethnicity, gender, age, disability or any other identifying characteristic.

📌 Airport Support Coordinator (Vancouver) PTOC (Richmond)
🏢 Pacific Coastal Airlines
📍 Richmond