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What does a Ticket Agent do?

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Top Answer
Talent.com talent.com
Answered June 15 2022
Career Expert at Talent.com
Ticket Agents are customer service professionals who help passengers with various tasks related to their travel plans. Typical duties include booking reservations, checking baggage, and providing information about flight schedules and destinations. The policies regarding shifts and overtime vary greatly from one airline to the other.

The work environment for a Ticket Agent can be fast-paced and stressful. Agents are often required to juggle multiple tasks at once and deal with angry or frustrated customers. The job requires excellent customer service skills and the ability to remain calm under pressure. Many factors may affect flight schedules that airlines can’t control, such as weather conditions. These may cause delays and cancellations of flights, and it is the job of Ticket Agents to respond and provide passengers with a solution in a polite and courteous manner. 

Ticket Agents typically work regular business hours; however, they may be required to work evenings, weekends, and holidays depending on the needs of their employer. Some Agents may also be on call 24 hours a day to assist passengers with last-minute travel plans.

Average day of a Ticket Agent

Here's a non-exhaustive list of common tasks Ticket Agents are required to complete:
  • Greet passengers and customers who approach their counter
  • Answer questions regarding dates, prices, and availability of flights
  • Help passengers and customers with inquiries regarding changes or cancellations
  • Issue flight tickets, using computer reservations systems to check availability
  • Take note of the passenger's personal information, including passport number, when traveling internationally
  • Modify or cancel a passenger's flight reservation, using computer reservation systems to check availability for modification
  • Charge a modification or cancellation fee to the passenger when airline policies dictate
  • Help passengers check in for flights
  • Charge overweight luggage fees when necessary
  • Help passengers with special needs, such as low or limited mobility, unaccompanied minors, or passengers traveling with pets
  • Inform passengers of any changes or delays regarding flights
  • Help passengers board the plane when stationed at a boarding gate
  • Announce when the boarding process begins
  • Check passengers' boarding passes and passports before boarding