What does a passenger service agent do?

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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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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What it takes
  • customer service skills.
  • to be thorough and pay attention to detail.
  • the ability to work well with others.
  • sensitivity and understanding.
  • patience and the ability to remain calm in stressful situations.
  • the ability to accept criticism and work well under pressure.
  • excellent verbal communication skills.


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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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Why do you want to be an airport customer service agent? I have a great deal of enthusiasm for all things related to travel and airplanes. I also want to be part of an industry that helps people make their dream vacations come true.

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An airline customer service agent works either in an airport or a call center. While working in an airport, you provide customers with baggage assistance, confirm travel reservations and itineraries, complete flight check-ins, and print tickets using a point-of-sale system.

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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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9 Tips for Dealing with Difficult Passengers
  1. Keep it on the down-low. If a passenger raises a concern or looks as if they're about to cause a scene, respond in a calm, quiet manner. ...
  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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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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Not all airlines pay commissions to travel agents, but airlines that do will have their own policies and commission rates. For specific commission rates, you will need to inquire with each individual airline.

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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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Good communication and computer skills are essential for travel agents. A high school diploma typically is required to become a travel agent. However, employers may prefer to hire candidates who have sales experience or relevant certification or education. Communication and customer service skills are essential.

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Actively listen and engage. Demonstrate your soft skills, like listening and good communication through discussions with the interviewer. While you're supposed to talk a lot during an interview naturally, be mindful to allow time for the other person or persons to converse, too.

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