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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.

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Passenger Service Agent Responsibilities

Here are examples of responsibilities from real passenger service agent resumes representing typical tasks they are likely to perform in their roles.

  • Help troubleshoot and fix technology problems over-the-counter with clients while offering professional services to help achieve business goals.
  • Computerize check-in, verify documentation, ticket, seat reservations and seat assignments for passengers traveling on international flights.
  • Escort wheelchair passengers and unaccompany minors with parents through TSA and down to the gate.
  • Assist physically disable and unaccompany minors with appropriate documents through TSA, boarding gate and inside plane.
  • Assist and escort VIP's, ill, handicap, elderly, injure and unaccompany minors who need special assistance.
  • Brief passengers on safety requirements and supervise deployment of FAA regulations.
  • Provide patient customer service to elderly customers seeking information and assistance with Medicare and AARP accounts.
  • Operate computerized check-in system efficiently; assign to complete flight interruption manifest by transferring passengers to appropriate connection flights.
  • Require knowledge in international travel, good communication skill, computer operation, and ability for problem-solutions and decision-making.
  • Maintain safety during ramp operations through oversight of FAA procedures during loading/unloading passengers/aircraft process from the ramp and/or tarmac area.
  • Utilize effective communication and customer relation skills to address baggage incidents and produce positive outcomes for angry and upset passengers.
  • Assure high quality of service for VIPs and appropriate support for passengers with special needs, family, children and pets.
  • Process and move passenger's ranging from all branches of military to DOD, CIA, FBI, and etc.
  • Communicate with worldwide AMC terminals, collecting fees, and updating weekly, monthly, and quarterly reports.
  • Maintain accurate customer account information in company records, and in federal mandate Medicare records.

Passenger Service Agent Job Description

When it comes to understanding what a Passenger Service Agent does, you may be wondering, "should I become a Passenger Service Agent?" The data included in this section may help you decide. Compared to other jobs, Passenger Service Agents have a growth rate described as "little or no change" at 0% between the years 2018 - 2028, according to the Bureau of Labor Statistics. In fact, the number of Passenger Service Agent opportunities that are predicted to open up by 2028 is -7,300.

Passenger Service Agents average about $13.4 an hour, which makes the Passenger Service Agent annual salary $27,882. Additionally, Passenger Service Agents are known to earn anywhere from $21,000 to $36,000 a year. This means that the top-earning Passenger Service Agents make $15,000 more than the lowest earning ones.

Once you've become a Passenger Service Agent, you may be curious about what other opportunities are out there. Careers aren't one size fits all. For that reason, we discovered some other jobs that you may find appealing. Some jobs you might find interesting include a Customer Associate, Customer Engagement Specialist, Customer Support Coordinator, and Agent.

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12 Passenger Service Agent Resume Examples

Passenger Service Agent Skills and Personality Traits

We calculated that 22% of Passenger Service Agents are proficient in Reservation System, Passenger Service, and Ticket Counter. They’re also known for soft skills such as Integrity, Organizational skills, and Communication skills.

We break down the percentage of Passenger Service Agents that have these skills listed on their resume here:

  • Reservation System, 22%

    Inputted information taken from customer service, operations and reservation systems.

  • Passenger Service, 15%

    Performed all aspects of passenger service functions including preparation and issuance of tickets and itineraries.

  • Ticket Counter, 8%

    Completed international ticketing program in preparation for International ticket counter duties.

  • Necessary Arrangements, 7%

    Completed/provided all necessary arrangements for accommodating passengers for arriving/departing flight itineraries.

  • Customer Service, 7%

    Assisted with flight management to include organizing flight operations, providing ticketing support to passengers, and providing quality customer service.

  • Passenger Information, 5%

    Established an organized system for keeping track of baggage information from cost to passenger information to delivery status.

Some of the skills we found on Passenger Service Agent resumes included "Reservation System," "Passenger Service," and "Ticket Counter." We have detailed the most important Passenger Service Agent responsibilities below.

  • The most important skills for a Passenger Service Agent to have in this position are Integrity. In this excerpt that we gathered from a Passenger Service Agent resume, you'll understand why: "Information clerks, particularly human resources assistants, have access to confidential information" According to resumes we found, Integrity can be used by a Passenger Service Agent in order to "Provide trustworthy, comfortable, and plasant customer service. "
  • Another commonly found skill for being able to perform Passenger Service Agent duties is the following: Organizational skills. According to a Passenger Service Agent resume, "Information clerks must be able to retrieve files and other important information quickly and efficiently." Check out this example of how Passenger Service Agents use Organizational skills: "Provide coaching and feedback to team members concerning customer service/product delivery, organizational goals, safety and procedural clarification. "
  • Another skill that is quite popular among Passenger Service Agents is Communication skills. This skill is very critical to fulfilling every day responsibilities as is shown in this example from a Passenger Service Agent resume: "Information clerks must be able to explain policies and procedures clearly to customers and the public." This example from a resume shows how this skill is used: "Achieved superior customer satisfaction through customer correspondence to minimize customer complaints by constant communication and verifying service with the passenger. "
  • In order for certain Passenger Service Agent responsibilities to be completed, the job requires the skill "Interpersonal skills." According to a Passenger Service Agent resume, "Information clerks who work with the public and customers must understand and communicate information effectively to establish positive relationships." As an example, this snippet was taken directly from a resume about how this skill applies: "Utilized computer and face to face interpersonal skills to assist air travelers with flight scheduling. "
  • See the full list of Passenger Service Agent skills.

    After discovering the most helpful skills, we moved onto what kind of education might be helpful in becoming a Passenger Service Agent. We found that 38.0% of Passenger Service Agents have graduated with a bachelor's degree and 2.9% of people in this position have earned their master's degrees. While some Passenger Service Agents have a college degree, you may find it's also true that generally it's possible to be successful in this career with only a high school degree. In fact, our research shows that one out of every four Passenger Service Agents were not college graduates.

    Those Passenger Service Agents who do attend college, typically earn either a Business degree or a Hospitality Management degree. Less commonly earned degrees for Passenger Service Agents include a Criminal Justice degree or a General Studies degree.

    Once you're ready to become a Passenger Service Agent, you should explore the companies that typically hire Passenger Service Agents. According to Passenger Service Agent resumes that we searched through, Passenger Service Agents are hired the most by Unifi, Menzies Aviation, and Airport Terminal Services. Currently, Unifi has 47 Passenger Service Agent job openings, while there are 30 at Menzies Aviation and 21 at Airport Terminal Services.

    Since salary is important to some Passenger Service Agents, it's good to note that they are figured to earn the highest salaries at Command Security, Alaska Airlines, and Unifi. If you were to take a closer look at Command Security, you'd find that the average Passenger Service Agent salary is $30,988. Then at Alaska Airlines, Passenger Service Agents receive an average salary of $30,769, while the salary at Unifi is $29,996.

    View more details on Passenger Service Agent salaries across the United States.

    Some other companies you might be interested in as a Passenger Service Agent include Delta Air Lines, Enterprise Holdings, and American Airlines. These three companies were found to hire the most Passenger Service Agents from the top 100 U.S. educational institutions.

    The three companies that hire the most prestigious passenger service agents are:

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    What Customer Associates Do

    A customer associate is responsible for providing the best customer service by assisting the customers with their inquiries and concerns, as well as resolving their complaints, processing replacements, and issuing refunds as needed. Customer associates also sell products and services to the customers, demonstrating product features, and identifying business opportunities to drive more revenues and profits for the business. They must have excellent communication and organizational skills to process orders and payments timely and accurately.

    We looked at the average Passenger Service Agent annual salary and compared it with the average of a Customer Associate. Generally speaking, Customer Associates receive $5,331 higher pay than Passenger Service Agents per year.

    While the salaries between these two careers can be different, they do share some of the same responsibilities. Employees in both Passenger Service Agents and Customer Associates positions are skilled in Customer Service, Customer Complaints, and Communication.

    There are some key differences in responsibilities as well. For example, a Passenger Service Agent responsibilities require skills like "Reservation System," "Passenger Service," "Ticket Counter," and "Necessary Arrangements." Meanwhile a typical Customer Associate has skills in areas such as "Sales Floor," "Product Knowledge," "Greeting Customers," and "Outbound Calls." This difference in skills reveals how truly different these two careers really are.

    Customer Associates tend to make the most money in the Finance industry by averaging a salary of $33,190. In contrast, Passenger Service Agents make the biggest average salary of $30,162 in the Technology industry.

    Customer Associates tend to reach similar levels of education than Passenger Service Agents. In fact, Customer Associates are 0.0% less likely to graduate with a Master's Degree and 0.0% more likely to have a Doctoral Degree.

    What Are The Duties Of a Customer Engagement Specialist?

    A client engagement specialist is in charge of devising strategies to build positive relationships with clients that will translate to sales. Their responsibilities revolve around performing research and analysis to identify client needs, finding new sales leads and opportunities, and coordinating with team members. They must also reach out to clients through calls, correspondence, or face-to-face interaction to offer products and services, discuss specifications, secure sales, process payments, and perform follow-up calls. Moreover, a client engagement specialist must answer inquiries and address issues and concerns, resolving them promptly and efficiently.

    Next up, we have the Customer Engagement Specialist profession to look over. This career brings along a higher average salary when compared to a Passenger Service Agent annual salary. In fact, Customer Engagement Specialists salary difference is $18,170 higher than the salary of Passenger Service Agents per year.

    A similarity between the two careers of Passenger Service Agents and Customer Engagement Specialists are a few of the skills associated with both roles. We used resumes from both professions to find that both use skills like "Customer Service," "Customer Complaints," and "Communication. "

    While some skills are similar in these professions, other skills aren't so similar. For example, several resumes showed us that Passenger Service Agent responsibilities requires skills like "Reservation System," "Passenger Service," "Ticket Counter," and "Necessary Arrangements." But a Customer Engagement Specialist might use skills, such as, "Email," "Internet," "Sales Goals," and "Appropriate Areas."

    When it comes to the differences in education between the two professions, Customer Engagement Specialists tend to reach similar levels of education than Passenger Service Agents. In fact, they're 2.6% more likely to graduate with a Master's Degree and 0.0% more likely to earn a Doctoral Degree.

    How a Customer Support Coordinator Compares

    A customer service coordinator is an individual who motivates and supervises customer service teams for business performance maximization. Customer service coordinators make sure that customer loyalty and satisfaction are met. They analyze complaints, design and implement campaigns for customer retention, and develop new procedures. The skills needed for this job include procurement management, accounting, and finance skills, documentation management, and organizational skills. They should also have strong communication and interpersonal skills.

    The third profession we take a look at is Customer Support Coordinator. On an average scale, these workers bring in higher salaries than Passenger Service Agents. In fact, they make a $7,562 higher salary per year.

    Using Passenger Service Agents and Customer Support Coordinators resumes, we found that both professions have similar skills such as "Customer Service," "Customer Complaints," and "Computer System," but the other skills required are very different.

    Some important key differences between the two careers are a few of the skills necessary to fulfill responsibilities. Some examples from Passenger Service Agent resumes include skills like "Reservation System," "Passenger Service," "Ticket Counter," and "Necessary Arrangements," whereas a Customer Support Coordinator might be skilled in "POS," "Technical Support," "Front End," and "Email. "

    Additionally, Customer Support Coordinators earn a higher salary in the Technology industry compared to other industries. In this industry, they receive an average salary of $42,291. Additionally, Passenger Service Agents earn an average salary of $30,162 in the Technology industry.

    Customer Support Coordinators are known to earn similar educational levels when compared to Passenger Service Agents. Additionally, they're 2.2% more likely to graduate with a Master's Degree, and 0.0% more likely to earn a Doctoral Degree.

    Description Of an Agent

    Agents are individuals who are employed by their clients to represent them in various dealings. Agents are usually employed by people in the show business industry, such as actors, writers, or directors. They meet people who are interested in dealing with their clients. They listen to the plans and vision for the project and assess if the project fits their clients' interests or public image. In the case of agents whose clients are actors, they send their clients to auditions upon review of the project details. Agents are also responsible for negotiating terms on behalf of their clients, such as salary, royalties, and set benefits, among others. They also inform the project leaders of their clients' demands on set. Agents are expected to be business-savvy and good negotiators.

    The fourth career we look at typically earns higher pay than Passenger Service Agents. On average, Agents earn a difference of $7,517 higher per year.

    According to resumes from both Passenger Service Agents and Agents, some of the skills necessary to complete the responsibilities of each role are similar. These skills include "Customer Service," "Customer Complaints," and "Computer System. "

    Even though a few skill sets overlap, there are some differences that are important to note. For one, a Passenger Service Agent might have more use for skills like "Reservation System," "Passenger Service," "Ticket Counter," and "Necessary Arrangements." Meanwhile, some Agents might include skills like "Life Insurance," "Outbound Calls," "HR," and "Internet" on their resume.

    In general, Agents make a higher salary in the Real Estate industry with an average of $54,655. The highest Passenger Service Agent annual salary stems from the Technology industry.

    Agents reach similar levels of education when compared to Passenger Service Agents. The difference is that they're 1.9% more likely to earn a Master's Degree more, and 0.3% more likely to graduate with a Doctoral Degree.