Airline Ticket Agent

In Canada, the federal government groups and organizes occupations based on a National Occupational Classification (NOC) system. This alis occupation may not reflect the entire NOC group it is part of. Data for the NOC group can apply across multiple occupations.

The NOC system is updated every 5 years to reflect changes in the labour market. Government forms and labour market data may group and refer to an occupation differently, depending on the system used. Here is how this occupation has been classified over time:

• 2006 NOC: Airline Passenger and Ticket Agents (6433.1) 
• 2006 NOC-S: Airline Sales and Service Agents (G713) 
• 2011 NOC: Airline ticket and service agents (6523) 

Airline ticket agents' duties and responsibilities vary from one airline to another but, in general, they:

• provide information over the phone, electronically or in person regarding routes, schedules and fares
• process passenger flight reservations and issue tickets
• prepare boarding passes at airports, check and tag baggage, announce flights and assist passengers who have special needs
• keep accurate customer records
• help to rebook passengers
• communicate with flight crew on the ground and using ground to air radio
• coordinate with other airport vendors regarding specific flight information (for example, fueling and catering services).

They also may arrange for cargo shipments or provide related customer services for airline passengers.

Airline ticket agents work shifts (including early mornings, late evenings, weekends and holidays) with rotating days off. During vacation seasons and around holidays, they may be required to work overtime.

At airport ticket counters, the work environment can be hectic and stressful. Some customers are difficult to deal with, especially when poor weather conditions or other problems cause delays.

Airline ticket agents need the following characteristics:

• a well-groomed and friendly appearance
• good interpersonal skills
• a good speaking voice
• good communication skills and the ability to remain tactful and courteous at all times
• the ability to handle and prioritize multiple tasks.

They should enjoy having clear rules and organized methods for their work, talking to people and operating equipment.

Airline ticket agents are employed by airline companies, usually in or near urban centres. New employees may work in casual or part time positions in call centres, or move directly into airport or ticket office positions.

Airline ticket agents may advance to supervisory positions (for example, customer service manager, cargo manager or reservation manager). However, competition for such positions is usually keen and there are few other advancement opportunities. Airline ticket agents may also advance to positions in other areas of their companies.

Airline ticket agents are part of the larger 2011 National Occupational Classification 6433: Airline Sales and Service Agents. In Alberta, 95% of people employed in this classification work in the Transportation and Warehousing (PDF) industry.

The employment outlook in this occupation will be influenced by a wide variety of factors including:

• trends and events affecting overall employment (especially in the Transportation and Warehousing industry)
• location in Alberta
• employment turnover (work opportunities generated by people leaving existing positions)
• occupational growth (work opportunities resulting from the creation of new positions that never existed before)
• size of the occupation.

Employment turnover is expected to increase as members of the baby boom generation retire over the next few years.