Career Development

14 Passenger Service Agent Skills for Your Career and Resume

Learn about the most important Passenger Service Agent skills, how you can utilize them in the workplace, and what to list on your resume.

Passenger service agents are responsible for providing customer service to airline passengers. They may work in a variety of settings, including airports, call centers and ticket offices. To be successful in this role, passenger service agents must have strong customer service skills and be able to handle difficult situations. They must also be able to work in a fast-paced environment and be detail-oriented.

Customer Service

Customer service skills are important for passenger service agents to have because they help you understand your passengers’ needs and how to best serve them. Customer service skills include empathy, active listening, patience and the ability to solve problems. You can practice customer service by observing other passenger service agents at work or reading books on customer service.

Passenger Screening

Passenger service agents should be able to screen passengers for safety and comfort. For example, if a passenger has a medical condition that may require special attention during the flight, you can help them by ensuring they have an appropriate seat assignment or informing them of any other accommodations the airline offers. You can also use your screening skills to determine which passengers would benefit from being seated next to each other on long flights.

Security Procedures

Security procedures are the steps that security personnel take to ensure a safe environment. Passenger service agents often work with security staff, so it’s important for them to understand how to follow security protocols and maintain safety in their facilities. For example, passenger service agents may need to know what to do if an emergency occurs or if someone tries to enter the building without proper credentials.

Flight Schedules

Scheduling flights and knowing flight information is an important skill for a passenger service agent. You should be able to answer questions about the status of flights, including delays or cancellations, as well as provide passengers with accurate flight information. It’s also helpful to know how to navigate airport websites so you can find flight information quickly when needed.


Communication is the ability to convey information clearly and concisely. Passenger service agents must be able to communicate with passengers in a way that makes them feel comfortable, safe and informed about their travel experience. This includes communicating any changes or updates regarding flights, delays, cancellations and other issues that may affect a passenger’s trip. It also means being able to answer questions about airport rules, regulations and procedures as well as provide directions to various locations within the airport.


Ticketing is the process of entering information into a computer system to create and print tickets. Passenger service agents use ticketing skills when they sell tickets, as it’s their responsibility to enter accurate information about passengers’ names, destinations and payment methods. It’s also important for passenger service agents to know how to read and interpret the information printed on tickets so they can answer any questions customers may have.


Organization is the ability to keep track of multiple tasks and responsibilities. Passenger service agents often have many duties, including greeting passengers, checking them in for flights, resolving customer issues and ensuring security throughout the airport. Having strong organizational skills can help passenger service agents manage their workload and ensure they are meeting all company standards.


Patience is a skill that can help you provide excellent service to your passengers. You may need patience when dealing with customers who are upset, as it’s important to remain calm and respectful while listening to their concerns. Patience can also be useful when working with large groups of people or individuals who have unique needs. For example, if someone in a wheelchair has questions about the accessibility features of the bus they’re riding, you may need to take time to answer their questions thoroughly.

Interpersonal Skills

Passenger service agents must be able to interact with customers in a friendly and professional manner. They should also be able to communicate clearly, whether they’re explaining the rules of a game or providing information about the park’s attractions. Strong interpersonal skills can help passenger service agents build rapport with their customers and ensure that everyone has a positive experience at the amusement park.

Baggage Handling

Baggage handling is the ability to move luggage from one place to another. Passenger service agents often need to handle baggage when checking in and out passengers, so it’s important that they have this skill. It can also be helpful for passenger service agents to know how to properly load luggage onto a plane so that it doesn’t get damaged.


Passenger service agents often need to multi-task, or perform multiple tasks simultaneously. For example, they may answer phone calls while checking in passengers and processing payments. They also might have to handle several customers at once, so it’s important for them to be able to prioritize their actions accordingly.

Emergency Procedures

Passenger service agents should be familiar with emergency procedures, including how to respond in the event of a fire or medical emergency. They also need to know how to operate emergency equipment and understand safety protocols for evacuation. This ensures that passengers are safe at all times and that passenger service agents can help ensure their wellbeing if needed.

Airline Regulations

Passenger service agents must be familiar with the regulations of their airline. This includes knowing what types of identification passengers may need to travel, how many carry-on bags they can bring and if there are any restrictions on pets traveling in the cabin or cargo hold. Knowing these details can help passenger service agents answer questions from customers and ensure everyone follows the rules set by the airlines.

Problem Solving

Problem solving is the ability to identify and resolve issues. Passenger service agents often use problem-solving skills when handling customer concerns, such as if a passenger’s credit card doesn’t work or they have questions about their flight. It’s important for passenger service agents to listen carefully to understand what passengers need help with and then provide them with an answer.

How Can I Learn These Passenger Service Agent Skills?

There are a few ways that you can learn the necessary skills to become a Passenger Service Agent. One way would be to find an online course or tutorial that covers the topics that you are interested in. Another way would be to find a book or article that covers the topics that you are interested in. Finally, you could also shadow or work with someone who is already a Passenger Service Agent to learn more about the job.


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