What Does a Passenger Service Agent Do?
A passenger service agent ensures traveling customers receive friendly and efficient assistance as they prepare for and embark upon their journeys. The duties of a passenger service agent normally entail processing ticket sales, refunds and exchanges. He regularly communicates with other providers to meet customer needs. The majority of passenger service agents work in the airline industry. A relatively small number of agents are employed by passenger train, bus or cruise ship companies as well. The agent traditionally serves as a liaison between passengers and airline service employees to amicably and quickly resolve conflicts as well as physically assists ground personnel as needed. In addition to providing optimum customer service, the airline passenger service agent is normally expected to be knowledgeable in ramp operations, including baggage handling, passenger security checks and sometimes cleaning aircraft.
