General Information

Even though the airlines are in business to transport people from one place to another, they could not function without the help of many people on the ground, including those who take reservations and sell tickets, as well as those who help keep the airplanes operating on schedule.

Position Description
The passenger service agent (PSA), works at the airport and responds to passengers needing special assistance.

Working Conditions
The passenger service agent acts as a ground host or hostess and is highly visible and helpful to the public. Passenger service agents provide assistance and related customer services at the ticket counter, gate and baggage areas, and concourse of the airline they serve. Duties include servicing customers by performing meet and greets, check-in, aircraft boarding and deplaning, ticketing, baggage service, making boarding, deplaning and public announcements, providing connecting flight information and direction assistance, and handling unruly, upset, or angry passengers.

A wide variety of challenges characterize this job. It is not unusual for the PSA to step in and assist and perform the duties of ticket agent and/or station agent or supervise the ticket office. They answer questions and offer information covering a wide variety of airline and/or airport related topics. In addition to providing information, they help passengers pass through the airport from the ticket counter to boarding. They also tend to ill, handicapped, elderly, injured and small children traveling alone who need special assistance. This may include an electric cart or wheel chair to expedite or ease movement through long concourses.

Since 9/11, a greater role is being placed on security and PSA's often play a vital role in the security of the airport and passengers by conducting security checks at the gate.

The PSA is a highly visible employee, and usually wears uniform. Passenger service agents are present anytime passengers are present, and generally supervise and assist in concourse operations to ensure smooth operation and customer satisfaction. The PSA must be knowledgeable of all airline procedures and policies to instill customer confidence, show genuine concern, and help operations run smooth.

Typical Requirements and/or Experience
It is essential that passenger service agents provide excellent customer service. A thorough knowledge of flight schedules and ground services is necessary. If employed by an international airline, PSA's may need 2nd language skills. Experience as a ticket or reservations agent is helpful. The responsibilities of this position demand a detail-oriented and organized individual with the ability to read, write and speak English. Ability to work shifts including early mornings, late nights, weekends and holidays. Basic computer skills are helpful.

Education
High school diploma or GED.

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