How can I be a good passenger service agent?

Interpersonal skills like compassion, patience and empathy can help a passenger service agent provide excellent service to every passenger on their flights.



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Passenger service agents work in customer service roles within the transportation industry. At airports, they may be responsible for handling check-ins and assisting with boarding, which they do by keeping customers updated regarding when and where to board their transport.

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Travel Agent Qualifications/Skills:
  • Strong sales and interpersonal skills.
  • Excellent verbal and written communications skills.
  • Ability to negotiate effectively.
  • Excellent knowledge of computer reservation computer programs.
  • Strong problem-solving skills.
  • Detail oriented and highly organized.


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The average passenger service agent salary in the United States is $29,675. Passenger service agent salaries typically range between $23,000 and $37,000 yearly.

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The passenger service agent is based in one airport, unlike flight attendants who travel from place to place. Like flight attendants, their schedule is a far cry from regular 9-to-5 office hours. Passenger service agents can work day shifts and night shifts, and even overtime when they need to.

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Tips for dealing with the most difficult passengers during a flight
  1. Keep it on the down-low. ...
  2. Switch it up. ...
  3. Use distraction. ...
  4. Talk to a colleague. ...
  5. Show compassion. ...
  6. Stop serving alcohol. ...
  7. Answer questions. ...
  8. Be kind to parents.


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