16 Airline Customer Service Agent Skills for Your Career and Resume

Airline customer service agents are responsible for providing assistance and support to passengers before, during, and after their flights. They must have strong customer service skills to be successful in this role. Additionally, airline customer service agents must be able to handle difficult situations and think on their feet. If you’re interested in a career as an airline customer service agent, learning more about the skills required for this position can help you determine if it’s the right fit for you.

Customer Service

Customer service skills are necessary for any job in the customer service industry. Customer service agents must be able to listen to their customers’ needs and answer questions about airline policies, flight schedules and other topics related to air travel. They also need to be friendly and outgoing so they can make passengers feel comfortable during stressful situations like delays or cancellations.

Cross-Selling

Cross-selling is the ability to offer additional products or services that may be beneficial to a customer. For example, if you’re selling an airline ticket for $300, you can suggest add-ons like baggage fees ($25) and priority boarding ($20). This helps customers save money while also receiving added value from their purchase.

Customer Complaints

Customer complaints are a necessary part of customer service, and it’s important for agents to know how to handle them. Customer service representatives should be able to listen to customers’ concerns, empathize with them and offer solutions that satisfy the customer. For example, if a passenger is unhappy with their flight experience, an agent can help by offering a refund or changing the passenger’s itinerary.

Problem Solving

Problem solving is the ability to identify and resolve issues. As a customer service agent, you may need to solve problems for passengers who have concerns about their flights or other airline-related topics. For example, if a passenger’s luggage was lost during travel, you might help them file a claim with the airline so they can receive compensation. You also might suggest ways that the passenger can find new clothing while waiting for their luggage to be returned.

Flight Information

Flight information is the data an airline representative needs to know about a flight, including its origin and destination, departure time, arrival time, gate number and any other details that may be relevant. Customer service agents who are skilled in this area can provide their customers with all the information they need to make informed travel decisions. This also ensures that customer service representatives can answer questions accurately and help passengers find the flights they’re looking for.

Baggage Handling

Baggage handling is a crucial skill for airline customer service agents to have, as it allows them to help passengers with their luggage. Customer service agents should be able to answer questions about baggage fees and regulations, as well as direct passengers to the proper areas of an airport where they can check in or drop off their bags.

Attention to Detail

Attention to detail is a skill that can help you provide excellent customer service. As an airline customer service agent, it’s important to be thorough when explaining policies and procedures, ensuring your customers have all the information they need to make informed decisions about their travel plans. It also helps to pay close attention to details on your computer screen so you can accurately enter passenger data into the system.

Schedule Changes

Schedules can change for any number of reasons, and it’s important to be able to explain them clearly to customers. For example, if a flight is delayed or canceled, you may need to inform the customer that they will receive an email with details about their new itinerary. You should also know how to update your company’s system so that the passenger receives the correct information when they check in online.

Communication

Communication is the ability to convey information clearly. As an airline customer service agent, you may need to explain complex travel-related topics to customers. For example, if a passenger has questions about their flight’s status or why they received a refund, it’s your job to answer them thoroughly and in a way that makes sense to them. Strong communication skills can help you do this effectively.

Data Entry

Data entry is the ability to input information into a computer system. As an airline customer service agent, you may need to enter data about passengers and their flights into a reservation system. This includes entering names, addresses, phone numbers, credit card information and other details. You can also use data entry skills when entering information about flight delays or cancellations into a company database.

Patience

Patience is the ability to remain calm and composed in stressful situations. Customer service agents who are patient can help passengers feel comfortable when they have concerns or questions about their flight. This skill also allows you to listen carefully to your customers’ needs so that you can provide them with accurate information. Being patient can also allow you to diffuse tense situations between passengers, which can help keep everyone safe and reduce stress for all involved.

Ticketing

Ticketing is the process of creating and assigning airline tickets. Customer service agents who have strong ticketing skills can help customers book flights, change flight information and receive refunds for unused tickets. Ticketing requires attention to detail and an understanding of airline policies. It’s important for customer service agents to be able to accurately answer questions about flight schedules, destinations and fares.

Upselling

Upselling is the process of suggesting an additional product or service to a customer. For example, if you’re working with a passenger who has already purchased a flight and checked luggage, you might suggest they add travel insurance for peace of mind. This can help increase your company’s revenue while also providing passengers with products that may be useful during their trip.

Flexibility

Flexibility is the ability to adapt to changing circumstances. As an airline customer service agent, you may need flexibility in your job because flights can be delayed or canceled and passengers may have unique needs that require you to alter your approach. For example, if a passenger’s flight is delayed, they may appreciate knowing what their options are for getting to their destination on time.

Refunds

Refunds are a common part of airline customer service, so it’s important to be knowledgeable about the process and how to handle refunds correctly. For example, you may need to know what information is needed for a refund, such as the passenger name, flight number and reason for the refund. You also need to know how to process refunds quickly and accurately to ensure your passengers receive their money back in a timely manner.

Passenger Assistance

A passenger assistance skill is a set of abilities that allow you to help passengers with their needs. This can include assisting them in finding the right flight, providing information about airport services and helping them navigate security checkpoints. You may also use this skill when working with customers who have disabilities or medical conditions.

How Can I Learn These Airline Customer Service Agent Skills?

There are a few ways that you can learn the skills necessary to be an airline customer service agent. One way is to find a job shadowing or internship opportunity with an airline. This will give you first-hand experience observing and working with customer service agents. Another way is to take some customer service-related courses at a local community college or online. These courses will teach you the basics of providing excellent customer service, including how to handle customer complaints and solve problems. Finally, you can also read some books or articles on the subject to learn more about the skills needed to be a successful airline customer service agent.