Passenger Service Agent: Job Description, Outlook and Salary

Mar 10, 2021

Learn about the education and preparation needed to become a passenger service agent. Get a quick view of the requirements as well as details about training, job duties and occupational outlook to find out if this is the career for you.

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Essential Information

Degree Level High school diploma or equivalent
Degree Field(s) None
Licensure/Certification None
Experience Previous customer service experience
Key Skills Customer service and organizational skills; attention to detail
Job Outlook (2018-2028)* -2% growth (for all customer service representatives)
Median Annual Salary (2018)* $33,750 (for all customer service representatives)

Sources: *U.S. Bureau of Labor Statistics

Passenger service agents work to ensure the smooth travel of anyone who boards an airplane. These entry-level positions are available at airports and airlines across the country. There's no postsecondary education requirement for this career, though this position does require a high school diploma or equivalent (such as a GED). In addition, previous customer service experience can be key to employment.

Passenger Service Agent Job Description

A passenger service agent, sometimes referred to as flight customer service agent, is responsible for the administrative and customer service of travelers. Like flight attendants, passenger service agents are responsible for meeting the needs and safety requirements of passengers and airport personnel. They assist customers before and after a flight. Passenger service agents also provide support for other airport personnel, including pilots and engineers.

While specific job responsibilities can differ, passenger service agents typically handle baggage claims, load cargo, check rider reservations, answer customer inquiries on the phone and in person, sell and collect tickets, assist with passengers with special needs, and perform a number of other customer service-related functions. They may also be required to undertake administrative support duties, including checking in customers using airline computer software, database software, and other specialized programs.

Job Outlook and Salary Information

According to the U.S. Bureau of Labor Statistics (or the BLS for short), the employment of customer service representatives including passenger service agents is predicted to decrease roughly 2% between 2018 and 2028, which is considered much slower than average.

These workers can gain experience at the lower levels and eventually move to higher-paying positions. Additionally, less competition is expected within smaller airlines and companies, although they also typically offer lower compensation than larger airlines. Customer service experience can improve a prospective passenger service agent's job opportunities and prospects, as these workers need to be able to interact with a variety of people. According to the BLS, all types of customer services representatives earned a median salary of $33,750 per year in May 2018.

So, in summary, passenger service agents work to ensure customer satisfaction with an airline; are likely to see a decline in growth (-2% during the 2018-2028 decade); and make a median salary of $33,750 per year, as of May 2018.

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