Job Profile: Airline Ticket Agent

Airline Ticket Agent

At A Glance:

2010 Median Pay* $29,990 per year
$14.42 per hour
Entry-Level Education* High School diploma or equivalent
Work Experience in a Related Occupation* None
On-the-job Training* Moderate
Number of Jobs, 2010* 1,605,300
Job Outlook, 2010-20* 7%
Employment Change, 2010-20* 108,900

* Data provided for Information Clerks in all industries.

What Ticket Agents Do:
Ticket agents provide frontline customer service and are responsible for assisting passengers with their travel needs.

How to Become a Ticket Agent:
Most Ticket Agents are trained on the job in the policies and procedures of the business or government agency that employs them.

Job Outlook*:
Employment of Information Clerks is expected to grow 7 percent from 2010 to 2020, slower than the average for all occupations.

Job Description:
Ticket Agents are responsible for checking-in passengers, guiding customers through the ticketing & reservations process, directing them to their gate and helping to ensure their bags meet them when they arrive.

This is a Non- Exempt position.

Essential Duties and Responsibilities:

  • Checks passengers in at ticket counter and gate and hands out boarding passes for outgoing flights.
  • Checks passenger baggage and places bag tags on them at the ticket counter for appropriate destination.
  • Coordinates ticket counter activities with those on the ramp regarding baggage handling to assure that all bags get on the outgoing flight.
  • Handles customer complaints regarding ticketing and baggage handling when problems arise. (i.e. lost baggage, lost/misplaced tickets, canceled flights or delayed flights).
  • Makes announcements regarding flight activity at gate or over airport’s general PA system.
  • Answers customers’ inquiries regarding flight schedules, fares, space availability for a particular flight and other questions that may arise.
  • Maintains the level of service expectations of both the passenger and the airline customer at all times.
  • Communicates with flight crew on ground and via ground to air radio.
  • Coordinates with other airport vendors regarding specific flight information (i.e. fueling, catering, etc.)
  • Is responsible for all flight movement messages in and out.

Knowledge Skills and Abilities Required:

  • High school diploma or equivalent.
  • Excellent communication skills both written and verbal
  • Superior customer service and phone skills.
  • Multi-lingual is a plus.
  • Demonstrated ability to provide service to multi-cultural and multi-lingual clientele.
  • Ability to work independently.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee will frequently stand, lift, bend, push and pull for extended periods of time. The employee must have the ability to use fingers to grasp, move or assemble small objects; hear sounds and recognize the difference between them; visually detect differences between colors, shades and brightness. The worker must be able to lift up to 70 pounds.

Last update was on: March 18, 2018 11:00 am
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