Occupation · SOC 43-4181
Reservation and Transportation Ticket Agents and Travel Clerks
Make and confirm reservations for transportation or lodging, or sell transportation tickets. May check baggage and direct passengers to designated concourse, pier, or track; deliver tickets and contact individuals and groups to inform them of package tours; or provide tourists with travel or transportation information.
Median wage
$41,460
$34,550–$75,050
Projected growth
—
—
Annual openings
—
per year
Employed (US)
127,440
Job Zone 2
Typical preparation
Some preparation
Stackable credential programs
3 mapped
Core skills
SpeakingService OrientationActive ListeningSocial PerceptivenessReading ComprehensionCritical ThinkingPersuasionJudgment and Decision Making
Knowledge areas
Customer and Personal ServiceEnglish LanguageComputers and ElectronicsPublic Safety and SecurityTransportation
Technology & tools
Data base user interface and query softwareOffice suite softwareFinancial analysis softwareElectronic mail softwarePoint of sale POS software
Representative tasks
Examine passenger documentation to determine destinations and to assign boarding passes.Trace lost, delayed, or misdirected baggage for customers.Check baggage and cargo and direct passengers to designated locations for loading.Provide boarding or disembarking assistance to passengers needing special assistance.Confer with customers to determine their service requirements and travel preferences.Announce arrival and departure information, using public address systems.Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.Assemble and issue required documentation, such as tickets, travel insurance policies, or itineraries.Maintain computerized inventories of available passenger space and provide information on space reserved or available.Inform clients of essential travel information, such as travel times, transportation connections, or medical and visa requirements.Answer inquiries regarding information, such as schedules, accommodations, procedures, or policies.Plan routes, itineraries, and accommodation details, and compute fares and fees, using schedules, rate books, and computers.Make and confirm reservations for transportation and accommodations, using telephones, faxes, mail, and computers.Keep information facilities clean during operation.Provide clients with assistance in preparing required travel documents and forms.Prepare customer invoices and accept payment.Open or close information facilities.Provide customers with travel suggestions and information sources, such as guides, directories, brochures, or maps.Contact customers or travel agents to advise them of travel conveyance changes or to confirm reservations.Promote particular destinations, tour packages, and other travel services.Contact motel, hotel, resort, and travel operators to obtain current advertising literature.
Competency framework
Skill expectations by proficiency level.
emerging
Passenger documentation — examine and verify under direct supervision to assign boarding passes at a ticketing counter.Boarding pass assignment procedures — follow established protocols when processing straightforward domestic travel requests.Baggage check-in steps — apply standard procedures to tag and direct checked luggage to designated loading areas under guidance.Customer service scripts — use approved language to greet travelers and gather basic service requirements at a check-in desk.Point-of-sale software — enter basic ticket transactions and payment information with supervisor review in a retail travel environment.Public address announcements — deliver pre-written arrival and departure messages using terminal PA systems under oversight.Travel documentation packages — assemble standard tickets and itineraries from templates with close supervisory guidance.Special-assistance procedures — assist passengers with mobility or other needs during boarding by following posted protocols.Seat availability screens — query reservation databases to identify open spaces on requested travel dates with coaching support.Office suite and email software — use basic functions to communicate and record customer interactions in an administrative travel setting.
developing
Passenger identity and destination records — review and reconcile documentation independently to issue boarding passes for multi-leg itineraries.Lost or delayed baggage reports — trace misdirected luggage using airline tracking systems and update customers with status information.Cargo and baggage routing — check items against manifest data and direct passengers to correct loading zones without constant oversight.Customer travel preferences — confer with travelers to assess seating, routing, and service needs and match available options accordingly.Space availability and booking — determine seat or reservation availability across multiple dates and confirm assignments using scheduling software.Travel insurance and ancillary documents — assemble and issue policies, vouchers, and itinerary packages accurately for routine and connecting trips.Special-needs passenger coordination — arrange wheelchair escorts, pre-boarding queues, and accessibility accommodations with moderate independence.PA system communications — compose and broadcast timely arrival, departure, and delay announcements using clear, regulated language.Calendar and scheduling tools — manage daily booking queues and appointment slots to reduce customer wait times at peak periods.Customer complaints — listen actively and apply judgment to resolve common ticketing discrepancies within established service guidelines.
proficient
Complex itinerary documentation — examine, validate, and reissue multi-carrier international tickets and travel credentials autonomously at a busy hub counter.Baggage tracing and recovery — manage end-to-end investigation of lost or misdirected baggage cases, liaising with carriers and compensating customers per policy.Non-routine boarding situations — resolve overbooking, denied-boarding, and irregular operations scenarios using critical thinking and carrier guidelines.High-needs passenger assistance — coordinate comprehensive support plans for passengers with disabilities, language barriers, or medical requirements across the full journey.Customer persuasion and upselling — apply social perceptiveness and product knowledge to recommend upgrades, travel insurance, and ancillary services that align with traveler needs.Database query and reporting — extract booking, revenue, and load-factor data from reservation systems to identify trends and inform operational decisions.Documentation compliance — audit issued tickets, itineraries, and insurance policies for regulatory and contractual accuracy across a full shift.Interdepartmental coordination — communicate seat, cargo, and schedule data to gate, ramp, and operations teams to maintain on-time performance.Safety and security protocols — apply public safety knowledge to flag irregular documentation or suspicious behavior per TSA and carrier security standards.Time-critical problem solving — assess and prioritize multiple simultaneous passenger service issues during irregular operations to minimize impact on travelers.
advanced
Service quality standards — establish and enforce customer service benchmarks for ticketing and reservation operations across an entire station or agency.Staff training programs — design and deliver on-the-job training curricula that develop reservation and travel clerk competencies for new and existing team members.Operational workflow design — restructure check-in, baggage handling, and boarding procedures to improve throughput and reduce customer wait times at organizational scale.Escalated passenger resolution — lead resolution of high-profile complaints, denied-boarding disputes, and regulatory grievances, setting precedents for handling policy.Technology adoption — evaluate and champion implementation of new POS, scheduling, and reservation database tools to modernize agent workflows.Cross-functional coordination — partner with airline operations, security, and ground-handling leadership to align passenger service strategies with broader organizational goals.Performance monitoring — analyze agent productivity, booking accuracy, and customer satisfaction metrics to drive continuous improvement initiatives.Policy and compliance oversight — interpret carrier contracts, aviation regulations, and safety directives to update internal procedures and ensure organizationwide adherence.Workforce scheduling and capacity planning — develop staffing models that match agent availability to passenger volume forecasts across seasonal demand cycles.Organizational communication — represent the reservations and ticketing function in leadership meetings, translating frontline operational insights into strategic recommendations.
Also known as
93 alternate job titles map to this occupation.
Station AgentCentral Reservations AgentTicket Sales AssociateTour CoordinatorReservationistReservations CoordinatorTourist-Information AssistantReservations Sales AgentCabin AgentTour Sales RepresentativeTicket AgentCheck In AgentFlight AgentGuest Service AgentFleet Service ClerkInterchange AgentAutomobile Club Information ClerkTravel ClerkBoarding AgentHotel ReservationistTraffic Management Operations (Air Force 2T0X1)Traffic Management Operations Superintendent (Air Force 2T091)Reservations and Ticketing AgentAuto Club Travel CounselorTransportation Specialist (Navy 003769)Train Reservation ClerkGeneral Passenger AgentAircraft Cabin AgentMobility Officer (Army 882A)Airline Station AgentGroup Rooms CoordinatorTicket DispatcherSpace Control AgentAutomobile Travel Club CounselorBooking AgentAirport Sales AgentTraffic Management Operations Helper (Air Force 2T011)Air Transportation (Air Force 2T2X1)Ticket Sales AgentTraffic Management Operations Apprentice (Air Force 2T031)