Reservation and Ticket Agents

Reservation and ticket agents generally work 40 hours per week. Those who are employed in reservations typically work in cubicles with their own computer terminals and telephone headsets. They are often on the telephone and behind their computers all day long. Conversations with customers and computer activity may be monitored and recorded by their supervisors for evaluation and quality reasons. Agents might also be required to achieve sales or reservations quotas. During holidays or when special promotions and discounts are being offered, agents are especially busy. At these times or during periods of severe weather, passengers may become frustrated. Handling customer frustrations can be stressful, but agents must maintain their composure and a pleasant manner when speaking with customers.

Ticket agents working in airports and train stations face a busy and noisy environment. They may stand most of the day and lift heavy objects such as luggage and packages. During holidays and busy times, their work can become extremely hectic as they process long lines of waiting customers. Storms and other factors may delay or even cancel flights, trains, and bus services. Like reservation agents, ticket agents may be confronted with upset passengers, but must be able to maintain composure at all times.