Job Duties
Passenger service agents assist airline passengers with tickets, payments, and reservations. They either work as reservation agents, who book passengers on scheduled airline flights over the phone or as service agents, who assist passengers in person. Reservation agents usually work at large offices where they take incoming calls on headsets and process those calls at computer terminals. They help customers determine the exact time and location of their flight and then reserve that information by entering it into the airline's computer system. They sometimes book the customer in hotels and arrange for car rentals. If the computer system is not operating, they may use company manuals, guides, and tariff books to complete their usual tasks.
Those who work as service agents work at airport terminals, usually behind ticket counters or at boarding gates. They complete essentially the same reservation-related tasks as reservation agents, but they also issue tickets, collect payments, and make change by hand. They record transactions and prepare daily cash reports. At the boarding gate, agents check and collect tickets, issue boarding passes, and assign seats. They help passengers who have special needs, announce arrivals and departures, reschedule passengers, and process claims. A few load and unload baggage.
Job Skills
There are a few personal traits that are important for passenger service agents to possess. They need to be friendly, courteous, and efficient. They should be excellent oral communicators. They need to be able to pay attention to minute details. They should be familiar with basic computer functions. They also need to be able to stand for long periods and lift up to 100 pounds.
Income
Earnings of passenger service agents varies widely. The size of the airline is an important factor. Reservation agents make $1,200 to $3,100 per month. Service agents make slightly more -- $1,175 to $3,200 per month. They usually work 40-hour weeks, and benefits may include insurance, medial coverage, retirement plans, profit-sharing, or discounts on air travel.
Training and Education
Employers usually require applicants to have a high school diploma, and some require college education. Once hired, agents usually receive formal on-the-job training where they learn computerized and manual reservation procedures, as well as proper telephone skills. Some of the smaller airline companies require their agents to have experience in an airline or travel agency. Some companies require their applicants to have completed a computerized reservations program offered by travel schools and some community colleges. Most employers prefer to hire applicants who have between 1 and 3 years of experience in sales, telephone, or other public contact positions. College coursework may sometimes be substituted for this experience.
Job Outlook
Between 2002 and 2012, employment of passenger service agents is expected to increase about as fast as the average. A growing population will demand more travel services than ever before, but this demand will be tempered by gains in productivity within the industry, mostly as the result of computer technology. Automated reservation systems and "ticketless" travel will decrease the need for passenger service agents. Employment is also very sensitive to economic cycles, particularly downturns in the economy.
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