6523 Airline ticket and service agents

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Lead statement

Airline ticket and service agents issue tickets, provide fare quotations, make reservations, conduct passenger check-in, trace missing baggage, arrange for cargo shipments and perform other related customer service duties to assist airline passengers. Airline ticket and service agents are employed by airline companies.

Example Titles

  • airline cargo agent
  • airline baggage agent
  • client service representative – airline
  • counter services agent – airline
  • baggage tracer – airline
  • airline ticket agent
  • customer service agent – airline
  • airline load planner
  • airline passenger agent
  • airline reservation agent
  • station agent – airline

Main duties

The following is a summary of main duties for some occupations in this unit group:

Airline passenger and ticket agents
  • Help customers plan travel time and routes, prepare and issue tickets, assign seats, prepare boarding passes, check baggage, attend boarding gates
  • Assist pre-boarding passengers and provide information on fares and flight schedules and routes.
Airline baggage agents
  • Trace lost, delayed or misdirected baggage for customers.
Airline cargo agents
  • Weigh cargo and compute freight costs, calculate charges for services and insurance, process bills of lading, cargo manifests and other documents
  • Trace lost or misdirected cargo and maintain shipping and other records.
Airline reservation agents
  • Reserve seats for tour companies, travel agencies, wholesalers and the general public using computerized systems
  • Provide information on airline passengers and process mileage points.
Airline station agents
  • Complete pre-flight documents regarding passenger and cargo load, catering count, special requests and other flight information
  • Relay operational messages to operations control and downline stations
  • Perform duties of ticket, baggage and cargo agents.
Airline load planners
  • Calculate load weights for compartments of aircraft using charts and computers
  • Plan load to distribute and balance cargo.

Employment requirements

  • Completion of secondary school is usually required.
  • Several weeks of on-the-job and classroom training are provided for all occupations in this unit group.
  • Airline station agents usually require experience as a ticket, baggage or cargo agent.
  • Load planners require a restricted radio operator's licence and usually require airline operations experience.

Additional information

  • Depending on the size of the airline or airport, the duties of workers in this unit group may overlap.
  • Progression to supervisory positions is possible with experience.

Exclusions

  • Ground and water transport ticket agents, cargo service representatives and related clerks (65246524)
  • Supervisors of airline sales and service agents (in 63136313 Accommodation, travel, tourism and related services supervisors)
  • Travel counsellors (65216521)
  • Airline cargo and baggage loaders (in 67216721 Support occupations in accommodation, travel and facilities set-up services)