What are the duties of airline customer service agents?

Written by chris amisano
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What are the duties of airline customer service agents?
Airline customer service agents perform a varierty of duties. (Image by Flickr.com, courtesy of Faramarz Hashemi)

Airline customer service agents may perform a variety of duties, either in an airport, a call centre or at a remote airline office.

Customer Service

One of the chief responsibilities of an airline customer service agent is to provide high-quality customer service to the airline's passengers. This includes greeting passengers, answering questions, handling problems and directing passengers to appropriate airport areas, such as gates, baggage claim, transportation and connecting flights.

Ticket Sales

Airline customer service agents are responsible for selling tickets, either at the airport or at a remote location. This part of the job includes quoting fares, accepting payment and assigning seats.

Handling Baggage

Many airline customer service agents are also responsible for checking and weighing passenger baggage, charging baggage fees and questioning passengers regarding their baggage items.

Gate Service and Operations

Airline customer service agents also work at the airline gates, making announcements, ensuring that passengers are boarded and deplaned efficiently and safely, and completing airline-required gate operations for departing and arriving flights.

Job Requirements

Anyone seeking a position as an airline customer service agent should obviously enjoy working with the public. Customer service agents must be able to professionally represent the airline, keep their cool when the work day gets crazy, and be able to work a variety of hours and days, including late nights, early mornings and holidays.

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