Reservation and Ticket Agents

Career summary

Reservation and ticket agents may also be called reservationists.

Reservation and ticket agents work in a variety of settings including:

• Large hotels
• Airlines
• Bus stations
• Call centers

Reservation agents

Most reservation agents work for airlines or large hotel chains. They help people plan trips and make reservations. They usually work in large reservation centers where they answer phone calls and offer travel ideas. Agents give information about travel routes, time schedules, rates, and places to stay. They quote fares and room rates using computerized data. They also make and confirm travel schedules and hotel reservations.

Transportation ticket agents

Transportation ticket agents sell tickets, assign seats to passengers, and check baggage. In addition, they may answer questions, give directions, examine passports, or check in pets.

Gate agents

Gate agents work in airports. They help passengers board airplanes. They direct passengers to boarding gates and check their tickets and seat assignments. Gate agents also make boarding announcements over public address systems. They help youth or passengers with disabilities to board the airplane.

Travel clerks

Travel clerks usually work for member organizations such as auto clubs. They plan trips and offer travel suggestions such as the best route to take. They may also prepare an itinerary that shows points of interest, restaurants, and motels.

Related careers

This career is part of the Hospitality and Tourism cluster of careers.

Related careers include:

• Bank Tellers
• Cashiers
• Concierges
• Customer Service Representatives
• Dispatchers
• Flight Attendants
• Hotel Desk Clerks
• Receptionists
• Retail Salespeople
• Travel Agents

Military careers

• Transportation Specialists

Job duties

Task list

The following list of tasks is specific to reservation and ticket agents.

• Answer phone calls and offer suggestions on travel arrangements.
• Quote fares and room rates and provide travel information.
• Make and confirm transportation and hotel reservations, using a computer.
• Sell and issue tickets, assign seats, and check baggage.
• May answer questions, give directions, and check passports.
• Direct passengers to boarding areas and check tickets and seat assignments.
• Make boarding announcements.
• Assist children or passengers with disabilities when they board.
• Handle payments.

Common work activities

Reservation and ticket agents perform the following tasks. These tasks are common to many careers.

• Use computers
• Perform for or work with the public
• Get information needed to do the job
• Make decisions and solve problems
• Evaluate information against standards
• Identify objects, actions, and events
• Establish and maintain relationships
• Communicate with supervisors, peers, or subordinates
• Perform activities that use the whole body
• Communicate with people outside the organization
• Update and use job-related knowledge
• Resolve conflicts and negotiate with others
• Monitor events, materials, and surroundings
• Handle and move objects
• Document and record information
• Process information
• Explain the meaning of information to others
• Assist and care for others
• Inspect equipment, structures, or materials
• Analyze data or information
• Estimate sizes, quantities, time, cost, or materials needed
• Organize, plan, and prioritize work
• Perform administrative tasks
• Teach others

Work requirements

Working conditions

In a typical work setting, reservation and ticket agents:

Interpersonal relationships

• Have a high level of social contact. They work closely with passengers and customers.
• Communicate a great deal by telephone and in person. They also write letters, memos, and e-mail, but less frequently.
• Sometimes are placed in conflict situations in which passengers may become unpleasant or angry.
• May work as part of a team.
• Are somewhat responsible for the health and safety of passengers.

Physical work conditions

• Often work indoors, but may on rare occasions work outdoors.
• Often wear a company uniform.
• Are often exposed to loud sounds and distracting noise levels, such as from departing and arriving planes.
• Often share work space with other ticket agents.
• May be exposed to contaminants, especially if working outdoors.

Work performance

• Repeat the same physical and mental tasks.
• Must be sure that all details are done and their work is exact. Errors could disrupt passengers' travel plans.
• Must keep pace with the speed of computers and ticketing equipment.
• Must meet strict daily and weekly deadlines.
• Often make decisions that affect others without talking to a supervisor first.

Hours/travel

• May work part time or full time. Schedules are usually established.
• May be required to work evenings, late night shifts, weekends, and holidays.

Physical demands

Reservation and ticket agents frequently:

• Repeat the same movements.
• Stand for long periods of time.
• Use their hands to handle, control, or feel objects, tools, or controls.
• Sit for long periods of time.

It is important for reservation and ticket agents to be able to:

• Understand the speech of another person.
• Speak clearly so listeners can understand.
• See details of objects that are less than a few feet away.

It is not as important, but still necessary, for reservation and ticket agents to be able to:

• See details of objects that are more than a few feet away.
• Use fingers to grasp, move, or assemble very small objects.
• Use muscles to lift, push, pull, or carry heavy objects.
• Hold the arm and hand in one position or hold the hand steady while moving the arm.
• Use stomach and lower back muscles to support the body for long periods without getting tired.
• See differences between colors, shades, and brightness.
• Hear sounds and recognize the difference between them.
• Focus on one source of sound and ignore others.
• Be physically active for long periods without getting tired or out of breath.
• Make quick, precise adjustments to machine controls.
• Move two or more limbs together (for example, two arms, two legs, or one leg and one arm) while remaining in place.
• Use one or two hands to grasp, move, or assemble objects.
• Adjust body movements or equipment controls to keep pace with speed changes of moving objects.
• React quickly using hands, fingers, or feet.
• Coordinate movement of several parts of the body, such as arms and legs, while the body is moving.
• Use muscles for extended periods without getting tired.

Skills and abilities

Reservation and ticket agents need to:

Communicate

• Speak clearly so listeners can understand.
• Understand spoken information.
• Listen to others and ask questions.
• Understand written information.
• Read and understand work-related materials.
• Write clearly so other people can understand.

Reason and problem solve

• Follow guidelines to arrange objects or actions in a certain order.
• Analyze ideas and use logic to determine their strengths and weaknesses.
• Notice when something is wrong or is likely to go wrong.
• Judge the costs and benefits of a possible action.
• Use reasoning to discover answers to problems.
• Understand new information or materials by studying and working with them.
• Develop rules that group items in various ways.
• Concentrate and not be distracted while performing a task.
• Combine several pieces of information and draw conclusions.
• Recognize the nature of a problem.

Manage oneself, people, time, and things

• Manage the time of self and others.
• Check how well one is learning or doing something.

Work with people

• Look for ways to help people.
• Be aware of others' reactions and understand the possible causes.
• Persuade others to approach things differently.
• Change behavior in relation to others' actions.

Education and training

Educational programs

The programs of study listed below will help you prepare for the occupation or career cluster you are exploring.

Programs of study directly related to this occupation

• Hospitality Management
• Office Support
• Travel Services Management

Other programs of study to consider

• Marketing

Training

To work as a reservation and ticket agent, you typically need to:

• have a high school diploma or equivalent; and
• complete short-term, on-the-job training.

Education after high school

No formal education is required beyond high school for this occupation. However, many employers prefer that you have computer skills.

On-the-job training

Most airline reservation and ticket agents learn their skills through company training programs. In a classroom setting, you learn company policies and ticketing procedures. You learn to use the airline's computer system to get information and make reservations. You also learn about airline regulations and safety procedures. After training, a supervisor or experienced agent monitors your work for a period. Training may last a few weeks.

In contrast, auto clubs, bus lines, and railroads tend to train their ticket agents and travel clerks on the job. They provide short, in-house classes that last a few days.

Military training

Some branches of the military train people to be transportation specialists. Training lasts six to nine weeks, depending on your specialty. Additional training occurs on the job.

Helpful high school courses

You should take a general high school curriculum that meets the state's graduation requirements. You will be required to take both math and science classes to graduate.

Helpful electives to take in high school that prepare you for this career include:

• Computer Applications
• Geography

The courses listed above are meant to help you create your high school plan. If you have not already done so, talk to a school counselor or parent about the courses you are considering taking.

You should also check with a teacher or counselor to see if work-based learning opportunities are available in your school and community. These might include field trips, job shadowing, internships, and actual work experience. The goal of these activities is to help you connect your school experiences with real-life work.

Join some groups, try some hobbies, or volunteer with an organization that interests you. By participating in activities you can have fun, make new friends, and learn about yourself. Maybe one of them will help direct you to a future career. Here are examples of activities and groups that may be available in your high school or community.

Things to know

Airlines often prefer to hire agents who have some college education. All employers prefer agents with pleasant personalities and clear speaking voices. They also prefer agents who have computer experience. In addition, it is increasingly helpful to speak a foreign language.

Tips

Previous work experience in a travel agency is helpful. Some companies prefer college or vocational training in travel, with courses in reservations and ticketing.

Costs to workers

Some companies require their reservation and ticket agents to wear uniforms. Others have a required dress code. Reservation and ticket agents frequently purchase their clothes or uniforms.

Job listings

Listed below are links to job categories from the National Labor Exchange that relate to this career. Once you get a list of jobs, you can view information about individual jobs and find out how to apply. If your job search finds too many openings, or if you wish to search for jobs outside of Washington, you will need to refine your search.

• Reservation and Transportation Ticket Agents and Travel Clerks 

To get a listing of current jobs from the WorkSource system, go to the WorkSource website .

Wages

The minimum wage for Washington State as of January 1, 2020 is $13.50 per hour. Some areas of the state may have a higher minimum wage.

Wages vary by employer and area of the country. Wages also vary according to the agent's experience. Full-time agents who work hours other than day shift may receive extra pay for those shifts.

Most full-time agents receive typical benefits. These include vacation, sick leave, and health insurance. In addition, agents receive free or reduced-rate travel on their company's carriers for themselves and their immediate family.

Employment and outlook

Washington outlook

The table below provides information about the number of workers in this career in various regions. It also provides information about the expected growth rate and future job openings.

National employment

Over half of all reservation and ticket agents work for airlines.

Major employers:

• Airlines
• Travel services
• Hotels
• Travel agencies

National outlook

Growth for this occupation will be slow. People can now make reservations online and mobile devices can display tickets. Ticket kiosks at airports mean that travelers can access tickets automatically.

Job openings will occur as agents retire or transfer to other occupations.

Other resources

Airlines for America 
1275 Pennsylvania Avenue NW, Suite 1300
Washington, DC 20004
202.626.4000

Amalgamated Transit Union 
10000 New Hampshire Avenue
Silver Spring, MD 20903
888.240.1196
301.431.7100

Hospitality Careers Online 

US Travel Association 
1100 New York Avenue NW, Suite 450
Washington, DC 20005
202.408.8422

References

Career cluster

• Hospitality and Tourism

Career path

• Conventional (Business Operations)

O*Net  occupation

• Reservation and Transportation Ticket Agents and Travel Clerks (43-4181.00) 

O*Net job zone 

• Job Zone 2 - Some preparation needed. Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed.

DOT occupations

• Gate Agent (238.367-010) 
• Reservation Clerk (238.367-014) 
• Reservations Agent (238.367-018) 
• Ticket Agent (238.367-026) 
• Ticketing Clerk (248.382-010) 

Holland occupational cluster

• Conventional/Enterprising/Social

COPSystem

• Clerical