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What does a Passenger Service Agent do?

Make and confirm reservations for transportation or lodging, or sell transportation tickets. May check baggage and direct passengers to designated concourse, pier, or track; deliver tickets, contact individuals and groups to inform them of package tours; or provide tourists with travel or transportation information.

What are the Main Tasks of a Passenger Service Agent?

  • Plan routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers.
  • Make and confirm reservations for transportation and accommodations, using telephones, faxes, mail, and computers.
  • Prepare customer invoices and accept payment.
  • Answer inquiries regarding information such as schedules, accommodations, procedures, and policies.
  • Assemble and issue required documentation, such as tickets, travel insurance policies, and itineraries.
  • Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.
  • Inform clients of essential travel information, such as travel times, transportation connections, and medical and visa requirements.
  • Maintain computerized inventories of available passenger space and provide information on space reserved or available.
  • Confer with customers to determine their service requirements and travel preferences.
  • Examine passenger documentation to determine destinations and to assign boarding passes.
  • Provide boarding or disembarking assistance to passengers needing special assistance.
  • Check baggage and cargo and direct passengers to designated locations for loading.
  • Announce arrival and departure information, using public address systems.
  • Trace lost, delayed, or misdirected baggage for customers.
  • Promote particular destinations, tour packages, and other travel services.
  • Provide clients with assistance in preparing required travel documents and forms.
  • Open and close information facilities, and keep them clean during operation.
  • Provide customers with travel suggestions and information sources, such as guides, directories, brochures, and maps.
  • Contact customers or travel agents to advise them of travel conveyance changes or to confirm reservations.
  • Contact motel, hotel, resort, and travel operators to obtain current advertising literature.
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