Airline Customer Service Agent Resume Example & Writing Guide

Use this Airline Customer Service Agent resume example and guide to improve your career and write a powerful resume that will separate you from the competition.

Airline customer service agents are the first point of contact for millions of passengers each year. They’re the ones who greet you at the gate when you board a plane, help you find your seat, and hand you your boarding pass. They also help with baggage and boarding procedures, provide flight information, and answer questions about fares, schedules, and travel routes.

Airline customer service agents are the smiling faces of their companies, so it’s important that you have a friendly, approachable demeanor when you’re interacting with customers. You should also be able to handle high volumes of calls and inquiries without becoming flustered or frustrated. And because many airline customer service agents work on commission, it’s important that you’re able to sell too—convincing passengers to buy more expensive seats or add on extras like insurance or checked bags.

Here are some tips and an example resume to help you write a customer service resume that will land you interviews with top airlines like Delta, United, and American Airlines.

Michael Garcia
Phoenix, AZ | (123) 456-7891 | [email protected]

Passionate airline customer service agent with more than five years of experience providing excellent customer service. Demonstrates a dedication to safety and a commitment to providing passengers with a positive travel experience. Eager to use skills and knowledge to help an airline company grow and succeed.

Carl Hayden Community High School Jun '08
High School Diploma
Company A, Airline Customer Service Agent Jan '17 – Current
  • Provided customer service to airline customers by responding to inquiries and resolving problems regarding reservations, ticketing, check-in, baggage handling, flight changes/cancellations, lost luggage, etc.
  • Processed passenger transactions at the counter or through a computer system including issuing tickets for flights and checking passengers in for their flights.
  • Maintained knowledge of current fares and schedules for all airlines served by the station as well as airport facilities and services available to customers.
  • Assisted with marketing efforts such as providing information about new products or services offered by the company or participating in special events designed to promote travel on specific routes or within specific markets.
  • Performed other duties related to position responsibilities as assigned by management including training support when needed.
Company B, Airline Customer Service Agent Jan '12 – Dec '16
  • Answered customer inquiries and complaints via email, phone calls and in-person conversations to ensure a positive travel experience
  • Assisted passengers with check-in procedures, boarding passes, baggage claim and transportation options (taxis/Uber)
  • Maintained high level of professionalism at all times; consistently received compliments for exceptional service
  • Ensured that lost luggage was delivered to the correct destination within 24 hours of its arrival at the airport
  • Operated computerized ticketing system to process reservations, upgrades and frequent flyer miles
Company C, Customer Service Representative Jan '09 – Dec '11
  • Answered phone calls, email and live chat support requests from customers pertaining to their accounts
  • Assisted in the maintenance of customer records through database entry and retrieval as needed by processing orders and renewals for products specified by customers
  • Processed payments including credit card transactions via multiple payment channels such as telephone, web or point-of-sale systems

Industry Knowledge: Greeting, Check-in, Boarding, De-boarding, Baggage Handling, Security, Customer Service
Technical Skills: Typing, Microsoft Office Suite
Soft Skills: Communication, Customer Service, Conflict Resolution, Teamwork, Organizational Skills, Time Management, Phone Etiquette

How to Write an Airline Customer Service Agent Resume

Here’s how to write an airline customer service agent resume of your own.

Write Compelling Bullet Points

The best way to make your resume stand out is to use specific examples and numbers. So rather than saying you “assisted customers,” you could say you “assisted 20+ customers daily, resulting in a 98% satisfaction rate.”

The second bullet point is much stronger because it provides specific details about what you did and the results of your work. And it also includes a quantifiable number to demonstrate your impact.

Identify and Include Relevant Keywords

When you apply for an airline customer service agent role, your resume goes through an applicant tracking system (ATS). This program will scan your resume for certain keywords related to the job. If your resume doesn’t have enough of the right terms, your application might not make it past the initial screening process.

One way to make sure you have the right keywords on your resume is to read through a few job postings and take note of the terms that are used most frequently. Then, try to use some of those same words in your resume.

Here are some of the most commonly used airline customer service agent keywords:

  • Airline Reservations
  • Airlines
  • Customer Service
  • Customer Satisfaction
  • Customer Service Management
  • Aviation
  • Reservations
  • Ticketing
  • Airlines Reservations System
  • Airlines Operations
  • Tourism
  • Aviation Security
  • Time Management
  • Inventory Management
  • Sales
  • Teamwork
  • Customer Contact
  • Microsoft Access
  • Customer Support
  • Hotel Management
  • Team Leadership
  • Communication
  • Customer Loyalty
  • Leadership
  • Negotiation
  • Team Building
  • Research
  • Problem Solving
  • Inventory Control
  • Marketing

Showcase Your Technical Skills

Airlines are increasingly using technology to manage their operations, and many airlines now require their customer service agents to be proficient in computer systems and procedures. Some of the programs and systems that customer service agents are typically expected to be proficient in include: airline reservation systems, passenger check-in systems, and flight operations systems. Additionally, customer service agents need to be familiar with airline policies and procedures.


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