Likewise, they also maintain an inventory of passenger space available. On the other hand, ticket agents sell tickets at ticket counters in the terminal or in ticket offices. They use schedules and rate books to plan routes and compute ticket costs. They also ensure that seating is available, answer inquiries, and check the baggage and direct the passengers to proper places for boarding.
Airline reservation agents are telephone-sales agents who work in large central offices of airline companies. Their primary job is to book and confirm reservations for passengers on scheduled airline flights. They’ve also been involved with various planning jobs. At the request of the customer or a ticket agent, they plan the routing and other arrangements, using timetables, airline manuals, reference guides, and a tariff book. After finding out where the passenger wants to go, when, and from which airport, the reservation agents type instructions on a computer keyboard and very quickly obtain information on flight schedules and the availability of seating. If the plane is full, the agents may suggest an alternate flight or check to see if space is available on another airline that flies to the same destination. They may even book seats on the other airline, especially if their own line can provide service on the return trip. The computers are used to make, confirm, change, or cancel reservations. Reservation agents also answer telephone inquiries about such things as schedules, fares, arrival and departure times, and cities serviced by their airline. They may maintain an inventory of passenger space available so they can notify other personnel and stations of changes and try to utilize the full capacity of all flights. The work of these personnel is supervised and coordinated by senior reservation agents.
In the railroad industry, reservation clerks perform similar tasks involving a planning career. They receive requests for and assign seats or compartments to passengers, keep station agents and information clerks informed about available space, and communicate so they can notify other personnel and stations of changes and try to utilize the full capacity of all flights. The work of these personnel is supervised and coordinated by senior reservation agents. Ticket agents for any transportation- air, bus, rail, or ship- sell tickets to customers at terminals or at downtown ticket offices. Like reservation agents, they book space for customers. In addition, they prepare the tickets, calculate fares, and collect payment. At the terminals they check and place tags on luggage, they direct passengers to the proper areas for boarding, keep records of passengers on each departure, help with customer problems such as lost baggage or missed connections, and they may sell travel insurance.
In airports, gate agents perform a task similar also with event planning jobs. They assign seats, issue boarding passes, make public address announcements of departures and arrivals, and help passengers board the planes. They make sure that flight attendants have all the equipment they need and sometimes provide information to disembarking passengers about ground transportation and local hotels. Likewise, the work of airline ticket agents is supervised by ticket sales supervisors, who may also perform the same duties as ticket agents. In airline central offices, ticketing clerks compile and record the information needed to assemble tickets that are mailed or otherwise sent to customers.
Ticket agents receive a certain set of instructions. They learn how to read tickets and schedules, to assign seats, and to tag baggage. This is followed by one week of on-the-job training, working alongside an experienced agent. After mastering the simpler tasks, the new ticket agents are trained to reserve space, make out tickets, and handle the boarding gate. With their planner careers, they make things happen.
With his planning employment, agents are not only required to have effective plans in winning more customers, but they must be able to deal well with all types of people, especially under adverse conditions, such as severe weather when airline flights are delayed or canceled and passengers become irritated and angry. As representatives of their employers, agents need to remain calm and cheerful despite annoyances, pressure at work, and personal difficulties. A thorough knowledge of industry procedures will help them to be resourceful in solving whatever problems the traveler may encounter.
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