What does a Ticket Agent do?

A ticket agent is a travel specialist who sells tickets, provides passenger information, assigns seats, and checks luggage. Ticket agents work in airports, bus stations, train stations, and major transit centers, and they are often referred to as “front line” employees because they are the first people passengers interact with. Working as a ticket agent does not necessitate any special educational qualifications, but it does necessitate a calm demeanor and the ability to work with a wide range of people, including those with communication barriers or cognitive impairments.

Ticket agents, also known as travel clerks or gate agents, sell tickets to passengers who do not yet have them, talking with them about their travel plans and selecting tickets with the best itinerary. They may also make requests for cancellations and changes, issuing refunds or collecting additional fees as necessary. Selling standseating and collecting funds for luggage that exceeds the baggage allowance are examples of ticket processing tasks.

Ticket agents not only sell tickets but also check in incoming passengers. Check-in can be as simple as inspecting a ticket to ensure it is valid and directing a passenger to the appropriate boarding area. It can also include identity verification, visa checks, and luggage handling, with the ticket agent taking checked luggage, tagging it, and passing it on to luggage handlers.

In some areas of the travel industry, ticket agents can also handle seat assignments, as well as passenger inquiries ranging from making special meal arrangements to wondering if a flight is on time. Agents are also required to make announcements to keep passengers informed of important information such as delays, cancellations, and special security measures. They also communicate with the crews of trains, buses, and planes to keep information up to date.

With a high school diploma and some basic training from their employers, people can work as ticket agents. The most difficult aspect of working as a ticket agent is usually the customer service aspect, because passengers can be impatient when traveling, especially when there are delays. Customers with a sense of entitlement, a bad attitude, or complex needs can be difficult to work with, and a ticket agent must be able to maintain composure under pressure, even from passengers who are entitled to nothing more than a lesson in etiquette, despite vehement protests to the contrary.