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0-5 years of experience
Supervised the work of office, administrative and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Trained over 25 employees in job duties and company policies.
- Evaluated employees’ job performance and conformance to regulations and recommend appropriate personnel action.
- Designed, implemented, and evaluated staff training and development programs,
- Assisted in preparing rotational schedules for employees according to the company budget.
- Ensured Safety policy and security standards are applied to work area.
0-5 years of experience
Provides assistance and customer service to passengers by performing check-in, reservations,
ticketing, and baggage processing duties
- Performs administrative duties by organizing, managing invoices and generating reports
- Issues tickets and implements all elements to meet the annual sales target
- Supervises and manages the ground handling company staffs
- Maintains traffic form supplies inventory by checking stock and ordering item
- Responds to customers’ inquiries and properly apply service for special care passengers
0-5 years of experience
- Provided traveling public with concise, clear, and courteous up to date flight information including direction assistance.
- Ensured proper boarding and deplaning procedures by operating and controlling the Jet Bridge for all aircraft.
- Handled all seating arrangements, rebooking tickets, and other traveling accommodations.
- Controlled the gates by boarding confirmed ticketed passengers on aircraft.
- Knowledgeable of all airline procedures and policies to instill customer confidence and safety throughout the Airport.
0-5 years of experience
Greet and assist all customers in a prompt, friendly and courteous manner
- Provided Check-in assistance, ticketing changes, re-booking of itineraries and special service request for passengers
- Assisted unaccompanied minors and passengers with specials needs, resolved customer concerns and other duties.
- Board and deplane flights
- Comprehensive knowledge of making reservations prepare and issues tickets
- Deal with passengers inquires about flight departure and arrival
- Customer focused and good attention to detail
0-5 years of experience
Profound ability to provide passenger needs and meet quality standards of service
- Checked in baggage and directed passenger to designated area
- Supervised the security position and enforce proper boarding procedures
- Worked as a team member to accomplish timely passenger check-in at ticket counters, departures, and arrival gates
0-5 years of experience
One on one customer service
- Checking clients into our flight while verifying passports and visas
- Computer literate
- Double checking and paying attention to every little thing
- Advantage to handling troubled customers with problems, nicely
- Setting up ticket counters and arranging the lines in the appropriate manner
- Lifting heavy bags, approx. 50lbs to 100lbs
0-5 years of experience
Make and confirm reservations for transportation and accommodations, using telephones, faxes, mail, and computers.
- Answer inquiries regarding information such as schedules, accommodations and procedures
- Assemble and issue required documentation such as tickets, travel insurance policies and itineraries.
- Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.
- Inform clients for essential travel information such as travel times, transportation connections and medical/ visa requirements.
- Examine passenger documentation to determine destinations and to assign boarding passes.
0-5 years of experience
Completes activities, associated paperwork and/or computer entries related to boarding and/or deplaning passengers.
- Keys passenger information into the ticketing reservation system.
- Assists passengers with reservations, ticketing, and adjustments to itinerary.
- Greets passengers and provides necessary travel and gate information.
- Keep passengers informed and makes announcements to ensure important information is communicated about their itineraries, flights and luggage.
- Coordinates with internal resources to ensure passenger information is processed and flights are dispatched on time.
- Accepts passenger luggage and creates and affixes bag labels to ensure proper delivery.
0-5 years of experience
Assisting passenger’s queries regarding ticket reservations, details, check-in and boarding flights.
- Verify documentation related to passenger departure and ensuring that passenger comply with safety and regulations
- Greet and check-in airline passengers as well as passenger’s baggage
- Reschedule departures of the passengers due to flight interruptions
- Assisting passengers on arriving international flights and with misplaced baggage
- Keep the record of the timing of arriving and departing flights and guide passengers to correct flight by making announcement using public messaging system
0-5 years of experience
help customers with special needs. this include helping passengers to book flights over the phone or in person.
- help with issuing tickets, collecting payments (credit card only)from customers and making changes to customers’ reservations.- checks in the passengers to ensure they have to right tickets to their desired destination.
- directs the customer to the correct terminal from where the customer will catch their plane.
- checks in the customers baggage and tags those bags with the proper identification.
- assist passengers identify and collect their belonging such as boxes or luggage. Handles excess luggage and collect excess payment.
- Do pre boarding announcement at the gate.
0-5 years of experience
- Responsible for data entry management of customer information using multiple software and office devices
- Manage customer service request while ensuring a high degree of professionalism
- Mitigate errors by preparing customer requests such as itineraries, refunds, and baggage claims with 100% accuracy
- Administer flight information for passengers and provide assistance to those who may need it
0-5 years of experience
Computerized check-in of passengers for international travel.
- Designate seat assignments.
- Verify documentation for international flights.
- Ensure correct boarding passes are provided to each passenger for the assigned charter flight.
- Communicate with crew members and pilots.
- Maintain liaison with airlines and customer representatives and ground handlers.
0-5 years of experience
Computerized check-in of passengers for international travel.
- Designate seat assignments.
- Verify documentation for international flights.
- Ensure correct boarding passes are provided to each passenger for the assigned charter flight.
- Communicate with crew members and pilots.
- Maintain liaison with airlines and customer representatives and ground handlers.
0-5 years of experience
Responsible for checking-in passengers for their final destination
- Ensured all passengers followed safety and security regulations
- Responsible for meeting the needs of airline customers by ensuring high quality customer service at each interaction
- Responsible for checking immigration laws and visa requirements are being met.
- Operates the boarding gate and ensures all procedures are followed and implemented
- Ensure all work area are functional
0-5 years of experience
Computerized check-in of passengers for international travel.
- Designate seat assignments.
- Verify documentation for international flights.
- Ensure correct boarding passes are provided to each passenger for the assigned charter flight.
- Communicate with crew members and pilots.
0-5 years of experience
Check-in passengers to their correct destination and issue their boarding passes in a timely manner
- Resolve any passenger’s problem to the best of my ability
- Be flexible in my duties and be able to understand the overall operation of every duty on hand
- Organize over 500 passengers in a timely manner to board the aircraft on time
- Gate lead duties
0-5 years of experience
Responsible for providing high quality customer service, ticketing, and rescheduling
- Conducts boarding and deplaning of passengers at assigned gates
- Extensive data entry input into Shares program for flight information
- Handling of customer calls, completion of station paperwork and oversea baggage area and input of baggage claims
- Coordinates and dispatch with internal resources and flights
0-5 years of experience
Provide customer service in assisting passengers with flight check-in, boarding, and ticketing
- Process payments and vouchers
- Research and resolve lost and damaged baggage issues
- Load, unload, and transport luggage and cargo to various airport locations
- Dispatch and verify passenger counts, cargo distributions, and fuel amounts
0-5 years of experience
Ticket sales, issuing boarding passes, checking in luggage, providing boarding information, rebooking passengers, boarding aircraft
- Assist customers in a friendly, courteous and prompt manner
- Assist passengers with special needs
- Resolve customer complaints
- Communicate with customers and ground and aircraft personnel
- Loading and unloading baggage
- Load planning – calculate weight and balance of aircraft
0-5 years of experience
Assisted customers with food selection, inquiries and other customized requests.
- Get customer to final destination in a timely manner.
- Politely assist customers and airline agents in person and via telephone.
- Accurately write down all information about passengers and/or inbound flights.
- Directed calls to appropriate individuals and departments.
0-5 years of experience
Dealing with customers face-to-face and ensuring that passengers reach their destination with satisfaction.
- Servicing customers by performing meet and greets, check-in, ticketing, baggage service, making boarding, deplaning using Japanese and English.
- Verifying passenger departure documentation and providing information.
- Handling unruly, upset, or angry passengers.
0-5 years of experience
Complete activities, associated paperwork and/or computer entries related to boarding/ticketing/deplaning passengers
- Key passenger information into the ticketing reservation system
- Assist passengers with reservations, ticketing and adjustments to itinerary
- Work with passengers to provide up to date travel, gate and ticketing information
- Provide support/guidance to any agents on shift for passenger/gate/ramp aircraft handling
- Responsible for above/below wing training for all new agents, maintaining agent training records
0-5 years of experience
Maintained friendly and courteous demeanor while greeting and checking in passengers.
- Check passenger bags and alter seat assignments as needed to ensure customer satisfaction.
- Verify passenger departure documents prior to boarding the aircraft.
- Aid passengers requiring special assistance while boarding the aircraft, such as disabled customers or parents traveling with children.
- Resolve dilemmas of customers from various backgrounds, while demonstrating ability to remain tactful and courteous in stressful situations and maintaining a friendly, well-groomed appearance.
- Provide clear, brief announcements in both English and Spanish using public address system for the knowledge of passengers.
- Ensure security measures are adhered to at all times.
6-10 years of experience
Responsible for the care and well-being of the elderly and the disabled.
- Able to mange time well to assure passengers do not miss flights.
- Provide exceptional customer service to customers.
- Great communication skills between dispatchers, coworkers, customers.
- Dispatch information to coworkers to meet arriving flights on time.
- Coordinate coworkers to make sure everything flows together.
0-5 years of experience
- Computerized check-in of passengers for international and domestic travel
- Designate seat assignments
- Verify documentation for international and domestic flights
- Ensure correct boarding passes are provided to each passenger for the assigned charter flight
- Verify ticket and seat reservations.
0-5 years of experience
- Logged and stored baggage left over from flights
- Worked with contracted ground handlers to ensure the timely delivery of passenger baggage
- Conducted ground security screenings and other related duties
- Worked as a member team to accomplish timely passenger check in at ticket counter and departure and related airlines
- Capable to assist passengers with misplaced baggage and unaccompanied minors.
- Ability to work under pressure and regularly lift and move up to 50 pounds
0-5 years of experience
- Logged and stored baggage left over from flights
- Worked with contracted ground handlers to ensure the timely delivery of passenger baggage
- Conducted ground security screenings and other related duties
- Worked as a member team to accomplish timely passenger check in at ticket counter and departure and related airlines
- Capable to assist passengers with misplaced baggage and unaccompanied minors.
- Ability to work under pressure and regularly lift and move up to 50 pounds
0-5 years of experience
Verify documentation for international and domestic flights
- Ensure correct boarding passes are provided to each passenger for the assigned charter flight
- Verify ticket, seat reservations, and designate seat assignments
- Match manifest to on-board count
- Assist with various governmental agency requirements
- Maintain liaison with Airlines and Customer Representatives and Ground Handlers
- Assisting in the Business Lounge
0-5 years of experience
Highly skilled in greeting and checking – in passengers.
- Knowledge of providing passengers with general travel information.
- Customer focused and good attention to detail.
- Able to help check-in passengers using Amadeus database system and verify passenger’s detail information about passport and visa.
- Able to give detailed information regarding flight schedules.
- Able to comply with all security requirements.
0-5 years of experience
Responsible for administrative and customer service of travelers.
- Assist passengers with special needs.
- Answer customer inquiries on phone and in person.
- Responsible for meeting the needs and safety requirements of passengers and airport personnel.
- Assist customers with checking in using airline software.
- Provide support for other airport personnel, including pilots and engineers.
0-5 years of experience
Checked in passengers using Sabre platform
- Verified passenger documentation
- Accepted check-in and carry-on baggage to ensure compliance with company regulations
- Directed passengers to boarding areas
- Re-accommodate passengers for missed connections, cancelations or delays
- Complete requisite documentation to clear aircraft upon arrival and departure
0-5 years of experience
Provide our passengers a speedy but efficient check in experience
- Organize various post flight documentations
- Provide escort to lounge for our VIP passengers as well those who require special assistance to and from the gate
- Assist passengers from arriving and connecting flights
- Assist unaccompanied minors
- Board passengers in an orderly and efficient manner
- Comply with all safety and security regulations of SFO
0-5 years of experience
Knowledge Sabre Interact, Seats and Navitaire (checking in passenger)
- Great customer service. Coordinates various duties with coworkers and other departments to ensure proper handling of customers
- Able to do new reservations (saber system) or modify an existing one; ticketing as well.
- Certified jet way controller
- Knowledge in gate operations (close flight, verify them, pull back jet bridge. Etc)
- Complete tasks in certain amount of time.
- Knowledge of ground operations (send arrival and departing messages, on – in times, paperwork as well.
0-5 years of experience
Operate a computerized passenger ticket terminal.
- Check in baggage and direct passenger to designated area.
- Ensure that cabin seats or space is available on aircraft and verifies passenger count.
- Issue and check tickets and travel documents handle money and process airline vouchers.
- Handle passengers requiring special assistance, such as disabled passengers, parents with infants etc.
- Provide information on flight arrivals and departures. Log and store baggage left over from flights.
- Maintain log of all unclaimed baggage and take lost and found reports.
0-5 years of experience
- Checked-in passengers at the ticket counter and handed out boarding passes for outgoing flights and placed baggage tags on their bags for appropriate destination
- Accepted payments thru credit card and cash for the baggage payment and excess weight
- Re-booked and sold ticket for the passengers
- Coordinated activities with those on the ramp regarding baggage handling to assure that all bags get on the outgoing flight
- Answered customers’ inquiries regarding flight schedules, fares, space availability for a particular flight and other questions that may arise
- Organized the safe arrival and departure of the passengers on and off the aircraft
- Managed gate functions and flight closure
- Communicated with flight crew on ground and via ground to air radio
- Handled delayed baggage and prepared documents to deliver the passenger’s baggage
0-5 years of experience
Check passengers in at ticket counter and gate and hand out boarding passes for outgoing flights
- Check passenger baggage and place bag tags on them at the ticket counter for appropriate destination
- Ensure proper boarding and complete document / passport at check-in of all departing passengers while making sure that all visa and country-specific regulations are met
- Manage customer complaints regarding ticketing and baggage handling when problems arise
- Make announcements regarding flight activity at gate or over airport’s general PA system
- Answer customers’ inquiries regarding flight schedules, fares, space availability for a particular flight and other questions that may arise
- Meet and greet passengers and guide them to the appropriate level within Senator lounge
- Responsible for the passenger lounge which includes setup, catering, and concierge services
0-5 years of experience
Examine passenger documentation to determine destinations and to assign boarding passes.
- Confer with customers to determine their service requirements and travel preferences.
- Maintain computerized inventories of available passenger space and provide information on space reserved or available.
- Inform clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements.
0-5 years of experience
Checks in passengers at the ticket counter and ensures proper handling of luggage
- Makes public announcements and coordinates passenger aircraft boarding / deplaning in the gate area
- Provides assistance for all customer inquiries.
- Excellent customer service skills and knowledge of computer operations
10+ years of experience
Front line representative providing exceptional service to all customers and airport visitors in a fast paced environment.
- Proven ability in handling negative service feedback and stressful customer situations by using and available resources and methods to continually provide the highest level of satisfaction.
- Adhere and adapt in full compliance of rapidly changing company and government regulation.
- Work directly with passengers in ticket purchases, passenger check-in and flight boarding. Processing and securing passenger luggage.
0-5 years of experience
Departure Checking Agent issue boarding passes and tag luggage’s to there final destination.
- Arrivals Agent assist passenger with immigration forms translating, interline transfer.
- Ramp coordinator offload and load containers
- Bag room coordinator secures all the bags to be loaded and coordinate with load control over the containers counts and availability.
0-5 years of experience
Provide the passengers with ticketing and ensuring the proper handling of their checked luggage.
- Excellent customer service skills and knowledge of computer operations.
- Coordinate with passenger and make public announcements in the gate area.
- Provide assistance for all customer inquiries.
0-5 years of experience
Check in Passengers, issue boarding pass, seat selection and verify immigration documentation.
- Check in baggage; ensure company regulations regarding size/weight are complied with collect excess charges.
- Make reservations.
- Compute fares, issue tickets and provide passengers with relevant information, including Customs and Immigration requirements.
0-5 years of experience
Ensure traveling customers receive friendly and efficient assistance as they prepare for there flight
- Processing tickets sales, refunds and exchanges for traveling passengers
- Communicating with other airlines to provide customers needs
- Working alongside and performing the duties of baggage handling, security check and sometimes cleaning aircraft
0-5 years of experience
Provide clients with assistance in preparing required travel documents and forms.
- Trace lost, delayed, or misdirected baggage for customers.
- Check baggage and cargo and direct passengers to designated locations for loading.
- Confer with customers to determine their service requirements and travel preferences.
0-5 years of experience
- Greeted, checked-in and provided gate services
- Designated seat assignments for international airline passengers using reservation and ticketing software.
- Verified passenger departure documents for accuracy
- Escorted international passengers and unaccompanied minors to immigration
- Provided customer service liaise with airline and customers
0-5 years of experience
- Check in passengers
- Arrival assistance
- Aircraft boarding (Gates)
- Tend to the ill, elderly, children, and disabled passengers that need special assistance
- Taken Dangerous goods course and FAA courses.
Passenger Service Agent Duties and Responsibilities
While specific duties vary based on employer, there are several core tasks that all passenger service agents perform. Based on our analysis of job listings, these include:
Issue Tickets Passenger service agents issue airline tickets for clients, checking if their requested dates of flight are available and then reserving seats and preparing itineraries accordingly. It’s also up to them to handle itinerary rebookings and cancellations.
Assist with Check-In An important responsibility of passenger service agents is assisting with airport check-ins. Before clients embark on a flight, they must go through the ticket counter first, where passenger service agents examine their ticket, passport, and other identifying documents, and confirm their flight details. Afterward, clients receive their printed boarding pass.
Process Luggage Toward the end of check-in, passenger service agents process luggage and ensure that it complies with the airline’s restrictions. If luggage exceeds weight limits, service agents charge additional fees. The next step is attaching luggage tags and coordinating with ramp agents to place luggage on the correct flight.
Facilitate Boarding Passenger service agents facilitate passenger boarding onto flights. They use a public address system to announce when boarding may start, and they control entrance by accepting passengers based on seating arrangement and boarding pass verification.
Provide Information Passengers can approach passenger service agents for information about their flight and check-in procedures, to inquire about directions, or to request assistance with concerns such as lost luggage. Passenger service agents also announce changes to flight details and handle complaints.
Passenger Service Agent Skills and Qualifications
Passenger service agents are committed to creating a smooth, pleasant experience for customers. They assess documents quickly, respond to inquiries and complaints, and remain calm under pressure. Employers also look for the following skills:
- Customer service – of all an airline’s staff members, passenger service agents spend the most time talking directly to customers. Ideally, they are mindful of customers’ needs while maintaining a courteous, professional attitude in all situations
- Attention to detail – since passenger service agents inspect boarding passes, passports, and other paperwork, they must be detail-oriented, looking for inconsistencies and double-checking for accuracy
- Communication skills – passenger service agents have good oral communication skills. They convey information such as seating arrangements and boarding schedules clearly, and they give thorough explanations in response to inquiries
- Cultural sensitivity – many of the people that passenger service agents interact with in their work come from different countries or have varied cultural backgrounds, so cultural sensitivity is essential
- Data entry – passenger service agents efficiently input passenger data into computer systems during ticket reservations and check-ins and retrieve these as necessary
Passenger Service Agent Education and Training
Passenger service agents have a high school diploma or GED equivalent at minimum. While they’re not required to have a bachelor’s degree, it’s advantageous for them to have a certificate or diploma related to passenger service, which may take a few months to more than a year to complete, in addition to previous work experience in customer service. They typically undergo on-the-job training for around a month to learn about specific airport facilities and protocols.
Passenger Service Agent Salary and Outlook
Passenger service agents earn a median hourly salary of $10.71, according to PayScale. Those in the top 10 percent earn more than $15 per hour, while the lowest 10 percent make around $8. All in all, the annual pay for this position ranges from $18,000 to $38,000. The Bureau of Labor Statistics (BLS) categorizes passenger service agents with customer service representatives, a sector with a job outlook of 5 percent growth through 2026. There will be greater demand for customer support functions in general, but some employers may opt to automate these processes.
Helpful Resources
If you’re interested in becoming a passenger service agent, you might want to explore the following resources:
International Air Transport Association – IATA is an international trade association for airlines, with its members accounting for an impressive 82 percent of total air traffic. Passenger service agents might be especially interested in its comprehensive distance-learning course on passenger ground services
The Effortless Experience: Conquering the New Battleground for Customer Loyalty – eliciting customer loyalty isn’t necessarily about creating a spectacular experience. A must-read for customer service professionals, this book argues that companies should focus on fulfilling their core promises instead
FlightGlobal – this analytics company gathers an extensive amount of aviation data covering more than 900 airlines all over the world, and processes these to yield industry insights. It’s an excellent source for news articles and expert analysis
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint – passenger service agents who understand customers are more likely to excel at their job. This book explains how to figure out what customers love and hate and how to design experiences that will genuinely satisfy them
Airport Technology – those working in the airport industry can bookmark this digital publication, as it regularly publishes news about projects, laws and standards, and innovations. Aside from articles, it features white papers, lists of airport equipment suppliers, and other useful content
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Passenger Service Agent
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
