Passenger service agents may perform some of the same duties as someone in ground or station agent jobs, but they focus on working directly with the airline passengers and do not work on the aircraft itself. Their duties include issuing refunds to passengers, computing fares, preparing and selling tickets, collecting charges for excessive baggage, checking baggage, and providing travel information. Ground or station agents may accompany passengers who are elderly, disabled, or unaccompanied minors to and from the airplane.
Working in the airline industry is exciting, and many enjoy working with the public, especially in a role where they have the opportunity to help others. There may also be travel benefits associated with this job.
Passenger service agents work for hours at a time without sitting. Because planes fly at all hours, representatives are needed around the clock which can mean working nights, weekends, and holidays. Uniforms must be worn for this job. Representatives may face difficult or awkward situations dealing with troubled customers and problems that they may be experiencing.
This position requires the ability to remain calm in stressful conditions. Excellent communication skills are important, and fluency in several languages is preferred. Representatives must be able to stand or walk for long hours.
A high school diploma or equivalent is required. Some airlines require a minimum age of 18 or older.
To reflect the goals and public image of the airline, each company generally provides comprehensive training for their agents.
Salary and Benefits
Benefits may include paid vacation, dental and life insurance, sick leave, retirement plan, free or reduced airfare for employees and immediate family members.