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Ticket Agent Career Overview

Ticket Agent Career Overview

Airline - Non-Flying - Ticket Agent

The ticket agent is most often the first employee the passenger meets after entering the airport. Ticket agents provide frontline customer service and are responsible for assisting passengers with their travel needs.

Position Description


Working Conditions

Ticket agents work at an airport ticket counter using computers to provide customer service to incoming passengers. Responsibilities include a full range of customer service functions. They assist passengers with tagging luggage and baggage check in, ticketing, makes and/or changes reservations, seat assignment, answers inquiries about flight schedules and fares, verifies reservations by phone, figures fares and handles payments. The ticket agent also provides directions to departure gates.

In addition to working at the airport ticket counter, ticket agents may also work at an airline ticket office downtown or in a hotel. Airline ticket agents may also be stationed at boarding gates at the airport. At the gates, they are responsible for processing and boarding passengers. This includes handling seat or schedule conflicts, making boarding announcements, checking and collecting tickets at the boarding gate, and assisting handicapped passengers as they board or depart the aircraft. Other duties may include, dispatching flights from the gate, and notifying flight attendants about any special needs for specific passengers, such as a child flying alone or a disabled passenger.

Ticket counters usually operate 24 hours a day at the airport, and offer a wide variety of work schedules. Ticket agents must have the ability to work varied shifts and schedules including evenings, weekends, holidays and some overtime. Each airline has its own policy for such work schedules.

Because ticket agents play a highly visible role at the airport, they are required to wear uniforms and identification.

Working conditions may include standing continuously up to four hours at a time and working in peroidic elevated noise levels. Ticket agents must be able to handle stressful situations. One of the most frustrating elements of being a ticket agent, is the inability to control the weather or aircraft maintenance problems. Such problems can ultimately lead to angry passengers. It is the ticket agents responsibility to provide excellent customer service and handle these situations in a courteous manner. Courteous behavior is essential, especially when dealing with difficult customers or passengers.

Typical Requirements and/or Experience

Depending on the airline, the minimum age requirement varies from 18 to 20 years. Because ticket agents work directly with passengers, airlines like to see a customer service and/or sales background along with excellent verbal and written communication skills, basic typing and computer skills, and ability to perform basic mathematics. Ticket agents must have the ability to work without close supervision, and have a general knowledge of geography. Cash handling and credit card transaction experience is helpful. Foreign language skills may be required.

A well groomed appearance, respect for details and accuracy, a pleasant and courteous manner, and legible handwriting are essential. The ticket agent must have the ability to lift, push, or pull checked baggage up to 100 pounds repeatedly and/or up to 50 pounds frequently.

Airline ticket counters usually operate 24 hours at the airport, and therefore offer a wide variety of work schedules. Ticket agents must have the ability to work varied shifts and schedules including days, evenings, weekends, holidays and some overtime.

Typically, employment is contingent upon successful completion of a a background check and pre-employment drug screening required by the FAA.


Airlines do require that applicants have a high school diploma or GED, however, a college degree is preferred.

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Wages and Benefits

Working as an airline ticket agent is a very exciting and rewarding career with outstanding benefits. Wages vary widely depending on employer and location, with larger airlines usually offering the most competitive salaries. The pay is better than many other fields for individuals that do not have a college degree but do have a high school diploma. Wages are paid hourly and can range from $18,500 to 31,200 annually. Some airlines may provide an additional allowance for purchasing and maintaining uniforms.

Typical benefits include free travel privileges, 401(k), medical, dental and vision insurance, and paid training. Benefits may vary for part-time and full-time positions.


Where the jobs are and who hires

Ticket counters are located in every city in which the airline serves. Generally, ticket agents work for the airlines at major airports near large metropolitan areas or cities. Ticket counters are located in every city in which the airlines serve, with the majority of ticket agents being employed at main hubs. Several cities which airlines consider their key hub include Chicago, New York, Los Angeles, Atlanta, Miami, San Francisco and Dallas. These cities make up a substantial number of all airline ticket agents.

Because ticket agent jobs require little education and offer great benefits, expect to face intense competition when applying. Many individuals who want a career with the airlines start in this type of position to get their foot in the door.


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Opportunities for Advancement

Since ticket agent positions are entry level, there is ample opportunity for advancement. A ticket agent may be promoted to passenger service agent, station agent, or chief of the ticket office. He or she also may become a ticketing instructor, or join the airline staff as a sales representative. Superior employees are often considered for junior management training. Though competition is keen, airline ticket agents may advance to a supervisory position or training position.

Outlook for the Future

Technology has made a significant impact on the number of ticket agent jobs available. Many airlines are moving to automated "ticket less" travel and therefore have reduced the need for some workers. However, despite what the Internet and future technology brings, ticket agent job openings will continue to become available as workers leave for retirement, new occupations, promotions etc. According the Bureau of Labor Statistics, "passenger services can never be fully automated, primarily for safety and security reasons".

Ticket agent job availability is dependant on the economy. "During recessions, discretionary passenger travel declines, and transportation service companies are less likely to hire new workers and even may resort to layoffs," states the Occupational Outlook handbook.


On-the-job training is provided especially on the computers and specific airline policies and procedures. Although employers provide on-the-job training, there are training courses are available. Training courses provide experience and, in some cases, internships. Students are provided with a certificate upon completion of the course. Such certificates improve your credentials and may put you at an advantage when seeking employment.



Why did you become an Airline Ticket Agent?
For the flying benefits.

Would you encourage others to become involved? Why?
Yes, if you are interested in travel and people.

How does one prepare for this career? (Training, certificate, degree, etc.)
Have a customer service background, and learn to deal well with people.

What skills or abilities do you think someone should have before entering this field?
Customer service and sales experience.

What do you enjoy most about your job?
Flying around the world and meeting all kinds of new people.

What is the most frustrating thing about your job?
You do not always have a set schedule, and the rules changed quit frequently.

What pleasant things happened that balance the stress of this job?
Meeting interesting people and your coworkers.

How do you deal with the stress involved in working with angry airline passengers (suggestions for others)?
Try to empathize with them and kill them with kindness.

How is math used on a daily basis? Please provide an example.
Most things are computerized.

What is the most unusual thing that has happened to you as an Airline Ticket Agent?
Meeting famous people and making good friends.

How is communication used daily? Can you provide an example of a problem with communication/listening and how you solved it?
You are constantly dealing with others and communication is not the same with all people.

How are decisions part of your daily job? Please provide an example. How would an Airline Ticket Agent make such a decision?
Without having a supervisor, many times you have to decide what is acceptable and what is not.

What do you find rewarding about your job?
Happy customers, and making them happy.

What stereotypes or misconceptions exist about this field (and what is the truth behind them)?
That it is a glamorous job, but it is a lot of hard work.

Do you have a personal work philosophy that has driven you to accomplish what you have?
Do your best, no matter what the situation is.

What advice would you give someone pursuing this field?
Don't give up, work hard, you will be rewarded in the end.

What future do you see with this field? (The Occupational Outlook Handbook suggests this field is overloaded with people. Do you agree? Why or why not?)
No. There is a very high turnover rate in this field.

What is the average starting pay for an Airline Ticket Agent?
Around $10.00 per hour, but it depends on the company.

Do you think the use of computers will help this field grow, or require fewer Airline Ticket Agents?
I think it will help it grow. There will always be problems that actual people have to deal with.


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Ticket Agent Career Overview

Ticket Agent Career Overview

Ticket Agent Career Overview

Ticket Agent Career Overview

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