Customer Ticket Agents: On-The-Go Or Seated At Airports?

Airport customer ticket agents are responsible for providing customer service to all people desiring to use customer or charter services. They are required to be attentive to customers' needs, politely handling their inquiries and completing the required transactions. Ticket agents work at airport ticket counters, using computers to provide customer service to incoming passengers. Their responsibilities include a full range of customer service functions, such as assisting passengers with tagging luggage, checking baggage, ticketing, making or changing reservations, and providing directions to departure gates. The role can be physically demanding, requiring the ability to lift, push, or pull checked baggage up to 100 pounds repeatedly. It can also be stressful, as ticket agents must handle angry passengers due to issues beyond their control, such as weather or aircraft maintenance problems. While the role may not always involve sitting, it plays a crucial part in ensuring a positive travel experience for customers.

Customer service skills

• Excellent communication skills: Agents must be able to communicate clearly and effectively with passengers, providing information, answering inquiries, and handling difficult situations courteously.
• Problem-solving skills: Agents need to be adept at solving ticket-related travel problems, handling conflicts, and making appropriate announcements.
• Attention to detail: Ensuring compliance with FAA, TSA, airline, and airport regulations is crucial. Agents must also accurately process passenger information, tickets, reservations, and payments.
• Interpersonal skills: Agents should be friendly, respectful, and helpful towards passengers, including those with special needs or disabilities.
• Stress management: The ability to remain calm and composed under pressure is vital, as agents often deal with angry or frustrated passengers due to delays or cancellations.
• Flexibility: Agents must be adaptable to changing schedules, shift patterns, and unexpected situations, such as last-minute flight changes or disruptions.
• Time management: Efficiently managing time is essential, as agents need to handle multiple tasks within set timeframes, such as checking in passengers, verifying reservations, and providing boarding assistance.
• Teamwork: Collaborating effectively with colleagues, TSA agents, and flight attendants is necessary for smooth operations and ensuring passengers' needs are met.
• Basic mathematical skills: Agents need to be comfortable with basic math for computing fares, handling payments, and issuing refunds.

Lifting heavy luggage

• When purchasing luggage, opt for lightweight, sturdy pieces with wheels and an adjustable handle. This will make it easier to manoeuvre your luggage around.
• Avoid overpacking. Distribute items across multiple smaller bags instead of packing everything into one large bag. This reduces the weight and makes each piece easier to lift and carry.
• When lifting luggage, use proper form. Stand alongside the luggage, bend at your knees, and lift with your leg muscles. Keep the luggage close to your body. Avoid bending at the waist as this can strain your back.
• Do not twist or rush when lifting or carrying luggage. Face the direction you intend to move in and turn your entire body. Take your time to avoid sudden movements that could lead to injury.
• If the luggage is too heavy or cumbersome, don't hesitate to ask for help. You can use the airline's baggage service for heavier items.
• When carrying luggage, use both hands to distribute the weight evenly and reduce stress on your spine. Carrying a heavy bag with one hand to the side can lead to "suitcase elbow" or medial epicondylitis.
• For backpacks, choose one with two padded and adjustable shoulder straps to ensure even weight distribution. Pack heavier items low and towards the centre. Avoid slinging a backpack over just one shoulder as it can cause muscle strain.
• For duffel or shoulder bags, switch sides frequently and avoid carrying them on one shoulder for extended periods.
• When placing luggage in an overhead compartment, first lift it onto the top of the seat and then lift it into the bin. For wheeled luggage, ensure the wheels go in first.
• Avoid dragging rolling luggage when climbing stairs. Carry it instead to reduce the risk of injury.

Handling payments

Payment processing is a crucial aspect of the airport customer ticket agent role. Here are some detailed instructions and considerations for handling payments effectively:

Payment Collection

• Ticket agents are responsible for collecting payments for various services, including excess baggage fees, ticket upgrades, and other applicable charges.
• It is important to provide accurate receipts for all payments collected.
• Be proficient in using computer systems and reservation software to process payments securely and efficiently.
• Stay up to date with accepted payment methods, which may include cash, credit cards, and other digital payment options.

Fee Calculation

• Familiarize yourself with the fee structure for different services. Excess baggage fees, for example, may vary depending on weight and size restrictions.
• Understand the pricing for ticket upgrades, including class upgrades and seat selection.
• Be aware of any discounts or promotions offered by the airline that may impact the final price.

Refund and Cancellation Policies

• Know the airline's refund and cancellation policies to assist customers effectively.
• Process refunds for eligible customers in a timely manner, ensuring that the correct amount is refunded to the original payment method.
• Stay informed about any changes or updates to the airline's policies regarding payments, refunds, and cancellations.

Foreign Currency and Exchange Rates

• If working at an international airport, be comfortable handling multiple currencies and understanding exchange rates.
• Stay updated on exchange rate fluctuations to provide accurate information to customers.
• Be able to assist customers in understanding the pricing and payment processes, especially if they are paying in a foreign currency.

Security and Compliance

• Adhere to all security and compliance regulations when handling payments.
• Protect customers' personal and financial information by following data privacy protocols.
• Stay vigilant against potential fraud or suspicious activities, and report any concerns to the appropriate authorities.

By following these guidelines, airport customer ticket agents can effectively handle payments, provide accurate information to customers, and ensure a smooth and secure transaction process.

Working unsociable hours

For example, a Ticket Counter Agent role in Knoxville, TN, requires availability to work afternoons, swing and graveyard shifts, weekends, and holidays. Another Ticket Counter Agent role in Philadelphia, PA, also requires availability to work weekends and holidays.

A Passenger Service Agent role in Philadelphia, PA, requires applicants to be able to work early mornings, afternoons, closing, and overnight shifts.

Dealing with angry passengers

Maintain a Calm and Professional Demeanor:

It's important to remain calm and composed, even when faced with angry or aggressive passengers. Avoid getting drawn into an argument and maintain a polite and respectful tone. This can help to de-escalate the situation and prevent it from escalating further.

Active Listening and Empathy:

Listen attentively to the passenger's concerns and demonstrate empathy. Acknowledge their frustration and show that you understand their perspective. Sometimes, passengers just need to feel heard and validated. By actively listening, you can identify their specific issues and work towards finding a solution.

Offer Solutions and Alternatives:

Instead of simply saying "no," try to provide alternatives or potential solutions to address the passenger's issue. For example, if a passenger requests an upgrade and you don't have the authority to make that decision, suggest other options like bonus miles or a voucher for a future flight. Be creative and think outside the box to find solutions that can satisfy the passenger.

Clear and Effective Communication:

Communicate clearly and concisely. Explain the situation, any applicable policies or procedures, and the steps you can take to assist them. Be transparent about what you can and cannot do, and set realistic expectations. If there are limitations or restrictions, explain them calmly and politely.

Stay Patient and Avoid Taking Things Personally:

Angry passengers may direct their frustration at you, but try not to take it personally. Remain patient and maintain your professionalism. Remember that their anger is often a result of external factors, such as flight delays or cancellations, and it's not a reflection of your performance.

Seek Support and Report Incidents:

If a situation becomes unsafe or you feel threatened, don't hesitate to seek support from colleagues or airport security. It's important to prioritize your safety and well-being. Additionally, report any incidents or threats to your supervisors to ensure proper documentation and follow-up.

Manage Your Own Emotional Response:

It's normal to feel stressed or overwhelmed when dealing with angry passengers. Practice self-care and find healthy ways to manage your emotions. This may include taking deep breaths, practicing mindfulness techniques, or seeking support from colleagues or a mental health professional. Remember to take care of yourself both during and after challenging interactions.

By following these strategies, airport customer ticket agents can effectively handle angry passengers, de-escalate tense situations, and provide excellent customer service, even under challenging circumstances.

Frequently asked questions