What Are the Duties of a Passenger Service Assistant?

Written by lani thompson
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What Are the Duties of a Passenger Service Assistant?
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Passenger service assistants help passengers and provide services needed while travelling. Most passenger service assistants work at airports, but they can also be found at railways, bus stations and cruise lines. Passenger service assistants are also known as customer service agents, check-in assistants and passenger service agents.

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Passenger service assistants work behind ticket counters, making reservations, handing out tickets and managing payments. At the end of their work shift, they prepare a daily cash report that includes information about tickets sold and money collected. They can also work at the boarding gate greeting passengers, collecting tickets, checking passports against the passenger list and issuing boarding passes. If a passenger misses his connection, the passenger service assistant can rebook his flight. Passenger service assistants also can assign seats on aeroplanes.


Passenger service assistants are also responsible for weighing luggage and handing out luggage labels. If luggage weighs too much, they charge the passenger for the overweight baggage. They may be responsible for loading and unloading luggage at small airports.


Passenger service assistants escort children who are travelling alone and people with special needs on and off aeroplanes. In addition, they ensure that flight attendants are aware of these passengers, and have whatever equipment is necessary to handle their requirements during flight.

Providing Info

Passenger service assistants may make public announcements about arrivals, departures and delays. They provide information to passengers about connecting flights, and direct them to departure gates, restaurants, public rest rooms or anyplace else they want to go. In addition, they have to be prepared to give other information about airlines and the airport to passengers who have questions.

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Other passenger service assistant duties include taking care of paperwork for customs, processing routine claims and handling angry passengers. They may also be responsible for conducting security checks at the gate by asking security questions and making sure passengers are not carrying prohibited items.


To succeed at this job, you need to enjoy working with people, have good customer service skills and be willing to work flexible hours. In addition, you have to be accurate when filling out boarding passes or completing other paperwork. Passenger service assistants need to be physically fit because they spend a lot of time standing and walking. They may also be required to lift luggage. Some employers may require a medical exam. Being a team player is an important skill. Being fluent in a second language is an additional plus.

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