As customers prepare for and embark on their journeys, a passenger service agent ensures that they receive friendly and efficient assistance. A person in this position is typically responsible for processing ticket sales, refunds, and exchanges. He communicates with other providers on a regular basis to meet the needs of his customers. The airline industry employs the majority of passenger service agents. Companies that operate passenger trains, buses, or cruise ships also employ a small number of agents.
Traditionally, the agent acts as a liaison between passengers and airline service employees, resolving conflicts amicably and quickly, as well as physically assisting ground personnel as needed. The airline passenger service agent is typically expected to be knowledgeable in ramp operations, including baggage handling, passenger security checks, and sometimes aircraft cleaning, in addition to providing excellent customer service.
A passenger service agent’s most valuable assets are typically courtesy and smooth conflict resolution skills, as the majority of his job entails customer communications. His ability to establish and maintain friendly communications with a diverse group of people is typically critical to his success. His ability to remain calm and focused in the midst of high-stress situations is a desirable quality for this job. Strong computer skills frequently assist him in identifying and resolving scheduling conflicts, seating issues, lost luggage, and missed connections.
When he is not providing customer service behind the counter, the passenger service agent can be found in various airport locations. He is occasionally called upon to assist wheelchair-bound passengers board and disembark from planes. It’s also a common job requirement to operate passenger transportation carts throughout terminals and parking lots. Other common responsibilities of this position include retrieving and securing personal effects.
Because this job frequently necessitates physical exertion, a person in this position should be physically fit. He is frequently called upon to operate aircraft doors, luggage carts, baggage carousels, and loading bridges, among other things. He may be asked to assist in carrying stretchers or lifting passengers on and off gurneys if sick or injured passengers are traveling.
The agent usually uses a cell phone or a walkie-talkie to communicate with other members of the team. Because he is frequently called upon to make announcements over the public address system, he needs to be able to communicate clearly and professionally. In the event of an emergency, he may need to speak with passengers on a one-on-one basis.
To apply for this position, no formal education is required. In most cases, a high school diploma or equivalent is required. Experience in customer service or public relations can help you qualify for a position as a passenger service agent. Experience in the health-care field, as well as fluency in more than one language, are considered valuable assets.