Passenger Service Agent Career

Job Description: Make and confirm reservations for transportation or lodging, or sell transportation tickets. May check baggage and direct passengers to designated concourse, pier, or track; deliver tickets, contact individuals and groups to inform them of package tours; or provide tourists with travel or transportation information.

*A job as a Passenger Service Agent falls under the broader career category of Reservation and Transportation Ticket Agents and Travel Clerks. The information on this page will generally apply to all careers in this category. We are still seeking more specific information about this career from experts in this field. If you can provide us with more information, .

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Passenger Service Agent Career

What Passenger Service Agents do:

  • Answer inquiries regarding information such as schedules, accommodations, procedures, and policies.
  • Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.
  • Make and confirm reservations for transportation and accommodations, using telephones, faxes, mail, and computers.
  • Plan routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers.
  • Confer with customers to determine their service requirements and travel preferences.
  • Inform clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements.
  • Prepare customer invoices and accept payment.
  • Maintain computerized inventories of available passenger space and provide information on space reserved or available.
  • Assemble and issue required documentation, such as tickets, travel insurance policies, and itineraries.
  • Trace lost, delayed, or misdirected baggage for customers.
  • Provide clients with assistance in preparing required travel documents and forms.
  • Contact customers or travel agents to advise them of travel conveyance changes or to confirm reservations.
  • Examine passenger documentation to determine destinations and to assign boarding passes.
  • Provide boarding or disembarking assistance to passengers needing special assistance.
  • Announce arrival and departure information, using public address systems.
  • Check baggage and cargo and direct passengers to designated locations for loading.
  • Provide customers with travel suggestions and information sources, such as guides, directories, brochures, and maps.
  • Promote particular destinations, tour packages, and other travel services.
  • Open and close information facilities, and keep them clean during operation.
  • Contact motel, hotel, resort, and travel operators to obtain current advertising literature.

What work activities are most important?

Importance Activities

Interacting With Computers - Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.

Performing for or Working Directly with the Public - Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.

Resolving Conflicts and Negotiating with Others - Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

Documenting/Recording Information - Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

Establishing and Maintaining Interpersonal Relationships - Developing constructive and cooperative working relationships with others, and maintaining them over time.

Communicating with Persons Outside Organization - Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Processing Information - Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.

Making Decisions and Solving Problems - Analyzing information and evaluating results to choose the best solution and solve problems.

Getting Information - Observing, receiving, and otherwise obtaining information from all relevant sources.

Interpreting the Meaning of Information for Others - Translating or explaining what information means and how it can be used.

Communicating with Supervisors, Peers, or Subordinates - Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

Selling or Influencing Others - Convincing others to buy merchandise/goods or to otherwise change their minds or actions.

Organizing, Planning, and Prioritizing Work - Developing specific goals and plans to prioritize, organize, and accomplish your work.

Evaluating Information to Determine Compliance with Standards - Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.

Assisting and Caring for Others - Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.

Updating and Using Relevant Knowledge - Keeping up-to-date technically and applying new knowledge to your job.

Identifying Objects, Actions, and Events - Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.

Coordinating the Work and Activities of Others - Getting members of a group to work together to accomplish tasks.

Developing and Building Teams - Encouraging and building mutual trust, respect, and cooperation among team members.

Coaching and Developing Others - Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Monitor Processes, Materials, or Surroundings - Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.

Provide Consultation and Advice to Others - Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.

Analyzing Data or Information - Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.

Scheduling Work and Activities - Scheduling events, programs, and activities, as well as the work of others.

Judging the Qualities of Things, Services, or People - Assessing the value, importance, or quality of things or people.

Performing General Physical Activities - Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.

Handling and Moving Objects - Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.

Developing Objectives and Strategies - Establishing long-range objectives and specifying the strategies and actions to achieve them.

Training and Teaching Others - Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

Thinking Creatively - Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.

Performing Administrative Activities - Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

Estimating the Quantifiable Characteristics of Products, Events, or Information - Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.

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