Airline reservations agents arrange transportation for passengers. When a customer calls and requests a ticket for a certain destination, reservations agents check the airline's flight schedule. They find out which flights have seats available on them at a given date and time. To do this, they use complex electronic equipment, including visual display terminals (VDTs) that are connected to the airline reservations computer. Reservations agents usually quote the price of airline tickets in addition to booking people on flights. They generally work at large central offices.
To book a flight, the airline reservations agent types information about the passenger's destination and requested travel date and time on the keyboard of the visual display terminal. If there is no space on the flight requested, the agent usually will check to see if space is available on other flights or at other times.
Once a seat is found, the reservations agent types information about the passenger into the computer in order to reserve the space. Generally included are the passenger's name and telephone number together with the ticket purchase arrangements.
Using the same method, airline reservations agents can cancel or change reservations at the customer's request. They also answer telephone inquiries about arrival and departure times and flight schedules.
Education and Training Requirements
To become an airline reservations agent, you usually need high school education. Many employers prefer to hire applicants who have attended college. Prior office experience is helpful. Typing skills are necessary. Some airlines require knowledge of a foreign language.
Airlines provide a training course that lasts about a month. Reservations agents must learn how to use the computer to get information on schedules and availability. The training program also teaches agents the government's policies on airlines. Beginning agents also learn company policies and regulations.
Getting the Job
The want ads in newspapers often list jobs with airlines. Generally, however, a visit or letter to the personnel director of an airline is the best way to get a job. Letters should go to central or regional offices of the airlines. The Air Transport Association of America provides a list of these offices on request.
Employment Outlook
Airline reservations agents frequently go on to become senior airline agents. They may become traffic or sales representatives as well. Positions as flight attendants are sometimes filled by former agents. Further education is sometimes necessary for advancement. A college degree is required for some senior jobs, but agents with only 2 years of college can advance.
The employment outlook for reservations agents is good. Increasing business and pleasure travel and a thriving travel industry should cause continued employment growth. However, qualified applicants will face competition for jobs because many people are attracted to the travel field.
Working Conditions
Reservations agents have little personal contact with passengers. Passenger contact is limited to telephone conversations. Because airports are especially busy during holidays and on weekends, agents do not work a standard 9-to-5 schedule. Their workweek is usually 5 days long, but they may have to work in the evenings or on Sundays. A 40-hour workweek is normal for agents, and they usually work in shifts.
Earnings and Benefits
The average salary for all airline reservation agents is between $420 and $575 a week. Experienced agents may earn $700 a week or more. Agents on night shifts get extra pay. The benefits are very good. Agents and their immediate families get reduced airline fares. Agents also receive a 2- to 3-week paid vacation, paid holidays, sick leave, health insurance, and pension plans.
Definition and Nature of the Work
Airline ticket agents sell tickets at airports or downtown ticket offices. They fill out ticket forms, calculate fares, and accept payment. In addition, they keep records of tickets sold.
They also handle passengers' luggage. First they weigh it, and then they attach tags that tell where the bags should be taken off the plane. Ticket agents answer questions that passengers have about flight schedules and fares. They sometimes give out information about hotels and taxis too.
Ticket agents also assign seats, announce flight departures, and board passengers. It is their job to ensure that flight attendants have the equipment they need.
Education and Training
Ticket agents generally must be high school graduates. Some college training is preferred. Previous work experience dealing with the public is useful, although agents do not need it to get the job.
Most airlines provide some form of training program for beginning ticket agents. In such programs they learn the basic skills that they will need on the job. Training often consists of a week of classroom instruction followed by a week of on-the-job training with an experienced ticket agent. Beginners usually start by tagging the luggage of ticketed passengers. Next they gain experience reserving space on flights, filling out ticket forms, and then handling assignments at the gate.
Because agents act as representatives of the airlines, they are required to be neat and well groomed at all times. They must have good speaking voices. Agents work with people all day long. They must be friendly and patient with people, even when it is difficult to do so.
Getting the Job
To get a job as an airline ticket agent, you can apply in person or by mail to the personnel office at any airline. If you apply by mail, give information about yourself, including your name, educational background, and work experience. The Air Transport Association of America provides a list of the addresses of major airlines on request. Looking in the help-wanted advertisements in newspapers is another way of finding out about job openings in this field.
Employment Outlook
Ticket agents may become supervisors. Experience and further education can lead to promotions. Some ticket agents become flight attendants. Others may advance into jobs as traffic or sales representatives for the airline. A limited number of ticket agents go on to become city or regional sales managers for airline ticket offices.
The employment of airline ticket agents is expected to increase. Despite anticipated growth in the number of airline passengers, increased automation will slow growth as computers perform many of the necessary tasks. In addition, applicants will face much competition because of the glamour and travel benefits associated with airline jobs. Furthermore, the airline industry is sensitive to fluctuations in the economy, and agents frequently are laid off during recessionary periods.
Working Conditions
Airports are generally pleasant places in which to work. The ticket agent is in constant contact with people and often helps solve their travel problems. Ticket agents generally work a 5-day, 40-hour week but often have to work on weekends and holidays. Because airline ticket desks are sometimes open late at night, employees may work in shifts.
Earnings and Benefits
Currently, agents average about $420 to $575 a week. Experienced agents can earn up to $34,000 a year. Along with reduced air fares for agents and their families, agents receive paid vacations lasting 2 or 3 weeks, depending on the agent's length of service. Agents also receive sick leave, health insurance, paid holidays, and pensions.
