Reservation and Ticket Agents

Since the earliest days of commercial passenger transportation (by boat or stagecoach), someone has been responsible for making sure that space is available and that everyone on board pays the proper fare. As transportation grew into a major industry over the years, the job of making reservations and selling tickets became a specialized occupation.

The airline industry experienced its first boom in the early 1930s. By the end of that decade, millions of people were flying each year. Since the introduction of passenger-carrying jet planes in 1958, the number of people traveling by air has multiplied many times over. Airlines now employ the majority of reservation and ticket agents.

A number of innovations have helped make the work of reservation and ticket agents easier and more efficient. The introduction of automated telephone services allows customers to check on flight availability or arrival and departure times without having to wait to speak to an agent. Computers have both simplified the agents' work and put more resources within their reach. Since the 1950s, many airlines have operated computerized scheduling and reservation systems, either individually or in partnership with other airlines. Until recently, these systems were not available to the general consumer. In the last decade, however, the growth of the Internet has permitted travelers to access scheduling and rate information, make reservations, and purchase tickets without contacting an agent. Airlines now offer electronic tickets, which have mostly replaced traditional paper tickets. Despite these innovations, there will always be a need for reservation and ticketing agents, primarily for safety and security purposes. These employees still fill a vital role in the transportation industry.