Airline Reservation Agent
What is an airline reservation agent?
An airline reservation agent is someone who assists customers in booking flights and managing their travel arrangements.
What does an airline reservation agent do?
Usually, an airline reservation agent does the following:
- Assists customers in booking flights, either over the phone or in person at the airport or travel agency
- Provides information regarding flight schedules, fares, and available seats
- Helps customers with changes or cancellations to their reservations
- Resolves customer complaints or issues related to their travel arrangements
- Manages and updates customer profiles and reservation systems
What does the day-to-day life of an airline reservation agent look like?
An airline reservation agent usually works in shifts, as the job requires 24/7 availability. Shifts can range from early morning, daytime, evening, or overnight, depending on the company's operating hours. The typical workweek consists of 35-40 hours.
In a typical day, an airline reservation agent might:
- Assist customers in booking flights and answering their queries
- Handle changes or cancellations to existing reservations
- Provide information about flight options, fares, and travel policies
- Communicate and coordinate with other departments within the airline, such as ticketing, baggage, and ground services
- Use computer systems and reservation software to manage customer bookings and update information
Where does an airline reservation agent work?
Airline reservation agents can work in different settings, including:
- Airports: Many airlines have dedicated counters or offices at airports where reservation agents assist customers with their travel needs.
- Call centers: Some airlines have call centers where reservation agents handle customer inquiries and bookings over the phone.
- Online travel agencies: Reservation agents can also work for online travel agencies, assisting customers remotely via phone, email, or live chat.
What tools/software/hardware does an airline reservation agent use?
An airline reservation agent uses various tools and software, including:
- Computer reservation system (CRS): This is a software system that allows agents to access flight availability, fares, and make bookings for customers. Examples of CRS software commonly used by airlines are Amadeus, Sabre, and Galileo.
- Telephone and communication systems: Agents use phones, headsets, and computer-based communication systems to interact with customers and colleagues.
- Customer relationship management (CRM) software: This software helps agents manage and track customer information, preferences, and interactions.
What do I need to become an airline reservation agent?
There are several ways to become an airline reservation agent, including:
- High school education: A high school diploma or equivalent qualification is typically the minimum requirement for this role.
- On-the-job training: Most airlines provide comprehensive training programs to new reservation agents to familiarize them with their systems, policies, and procedures.
- Customer service skills: Excellent communication, problem-solving, and customer service skills are essential to succeed as an airline reservation agent.
- Knowledge of reservation systems: Familiarity with computer reservation systems (CRS) used by airlines is an advantage. Some airlines may require applicants to undergo CRS training.
What career paths are available?
There are various career paths available to an airline reservation agent, including:
- Senior Reservation Agent: With experience and additional training, you can progress to a senior reservation agent role, where you may have supervisory responsibilities and handle more complex customer cases.
- Flight Attendant: Some reservation agents may pursue a career as a flight attendant, working on board the aircraft and ensuring passenger safety and comfort.
- Customer Service Supervisor: With further experience, you can move into a supervisory or managerial role within the airline's customer service department.
What jobs are similar to an airline reservation agent?
- Travel Agent: Helps customers with a wide range of travel arrangements, including flights, accommodation, and vacation packages.
- Customer Service Representative: Assists customers with various inquiries, complaints, and requests for assistance, not limited to the airline industry.
- Hotel Reservation Agent: Deals with booking hotel rooms for customers and providing information about availability, rates, and amenities.