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The differences between passenger service agents and customer service representatives can be seen in a few details. Each job has different responsibilities and duties. Additionally, a customer service representative has an average salary of $32,260, which is higher than the $29,675 average annual salary of a passenger service agent.
The top three skills for a passenger service agent include reservations, reservation system and passenger service. The most important skills for a customer service representative are cleanliness, POS, and data entry.
| Passenger Service Agent | Customer Service Representative | |
| Yearly salary | $29,675 | $32,260 |
| Hourly rate | $14.27 | $15.51 |
| Growth rate | - | -4% |
| Number of jobs | 34,592 | 209,515 |
| Job satisfaction | - | 4 |
| Most common degree | Bachelor's Degree, 38% | High School Diploma, 33% |
| Average age | 45 | 40 |
| Years of experience | - | 12 |
Passenger service agents are professionals who work inside airport terminals to provide assistance and related customer services to the airlines they serve. These agents are required to issue airline tickets for clients while checking if their requested dates of flights are available and then prepare their itineraries accordingly. They must assist passengers with airport check-ins and examine their ticket, passport, and other identifying documents. Passenger service agents must also answer inquiries from passengers as well as handle complaints.
Customer service representatives are the first point of contact of the customers, acting as the frontiers of the company and help in driving customer loyalty and retention by leaving a great impression and resolving all of their concerns. They accommodate customer queries by providing useful and comprehensive information about any products or services. Some would use that as an opportunity to market and promote more sales. The most challenging issues they use to handle are customer complaints and processing of refunds and returns. They also assist in basic troubleshooting or accounts and payment setup with the use of specific guidelines or step by step procedures. At most, they help and solve customer issues on their own, but sometimes they would need support from supervisors or other departments.
Passenger service agents and customer service representatives have different pay scales, as shown below.
| Passenger Service Agent | Customer Service Representative | |
| Average salary | $29,675 | $32,260 |
| Salary range | Between $23,000 And $37,000 | Between $25,000 And $41,000 |
| Highest paying City | San Francisco, CA | Des Moines, WA |
| Highest paying state | Minnesota | Washington |
| Best paying company | dnata | Oracle |
| Best paying industry | Transportation | Insurance |
There are a few differences between a passenger service agent and a customer service representative in terms of educational background:
| Passenger Service Agent | Customer Service Representative | |
| Most common degree | Bachelor's Degree, 38% | High School Diploma, 33% |
| Most common major | Business | Business |
| Most common college | - | - |
Here are the differences between passenger service agents' and customer service representatives' demographics:
| Passenger Service Agent | Customer Service Representative | |
| Average age | 45 | 40 |
| Gender ratio | Male, 40.5% Female, 59.5% | Male, 30.5% Female, 69.5% |
| Race ratio | Black or African American, 10.7% Unknown, 6.3% Hispanic or Latino, 25.8% Asian, 9.1% White, 46.9% American Indian and Alaska Native, 1.2% | Black or African American, 11.6% Unknown, 5.2% Hispanic or Latino, 21.2% Asian, 6.3% White, 55.0% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 12% | 7% |