Reservation and Ticket Agents

Airline reservation agents are sales agents who work in large central offices run by airline companies. Their primary job is to book and confirm reservations for passengers on scheduled flights. At the request of the customer or a ticket agent, they plan the itinerary and other travel arrangements. While some veteran agents may still use timetables, airline manuals, reference guides, and tariff books, this work is generally performed using specialized computer programs.

Computers are used to make, confirm, change, and cancel reservations. After asking for the passenger's destination, desired travel time, and airport of departure, reservation agents type the information into a computer and quickly obtain information on all flight schedules and seating availability. If the plane is full, the agent may suggest an alternative flight or check to see if space is available on another airline that flies to the same destination. Agents may even book seats on competing airlines, especially if their own airline can provide service on the return trip.

Reservation agents also answer telephone inquiries about such things as schedules, fares, arrival and departure times, and cities serviced by their airline. They may maintain an inventory of passenger space available so they can notify other personnel and ticket stations of changes and try to book all flights to capacity. Some reservation agents work in more specialized areas, handling calls from travel agents or booking flights for members of frequent flyer programs. Agents working with international airlines must also be informed of visa regulations and other travel developments. This information is usually supplied by the senior reservation agent, who supervises and coordinates the activities of the other agents.

In the railroad industry, train reservation clerks perform similar tasks. They book seats or compartments for passengers, keep station agents and clerks advised on available space, and communicate with reservation clerks in other towns.

General transportation ticket agents for any mode of travel (air, bus, rail, or ship) sell tickets to customers at terminals or at separate ticket offices. Like reservation agents, they book space for customers. In addition, they use computers to prepare and print tickets, calculate fares, and collect payment. At the terminals they check and tag luggage, direct passengers to the proper areas for boarding, keep records of passengers on each departure, and help with customer problems, such as lost baggage or missed connections. Airline ticket agents may have additional duties, such as paging arriving and departing passengers and finding accommodations or new travel arrangements for passengers in the event of flight cancellations.

In airports, gate agents assign seats, issue boarding passes, make public address announcements of departures and arrivals, and help elderly or disabled passengers board the planes. In addition, they may also provide information to disembarking passengers about ground transportation, connecting flights, and local hotels.

Regardless of where they work, reservation and transportation ticket agents must be knowledgeable about their companies' policies and procedures, as well as the standard procedures of their industry. They must be aware of the availability of special promotions and services and be able to answer any questions customers may have.