If you are researching different jobs in travel and tourism, you may come across the role of a passenger service agent. But what is a passenger service agent and what does this job involve? This article explains all.
What is a Passenger Service Agent?
A Passenger Service Agent (PSA) works with passengers at the airport to make sure that the check-in, boarding and arrival processes run smoothly. Many PSAs are employed by ground handling companies, such as Swissport, Menzies or dnata, which provide services on behalf of several airlines, while others work directly for an airline.
Duties of a Passenger Service Agent
To begin, Passenger Service Agents are involved in checking passengers in when they arrive at the airport. Passenger Service Agents may do this either at a check-in desk or at the boarding gate. When doing so they will greet and board passengers onto the aircraft, checking their boarding passes and passports as they do so. They may also need to check passengers in on a computer and give them their boarding cards and baggage labels if needed.
When at the boarding gate they will process the passengers boarding and check that the correct number of passengers have boarded the aircraft before the flight departs. They also deal with tasks such as seat changes, upgrades, rebooking passengers on delayed or cancelled flights, and arranging assistance for passengers with reduced mobility.
Passenger Service Agents are also involved in assisting passengers through the airport. They are involved in meeting and greeting passengers from arriving flights, directing them to immigration and the baggage hall.
What is it like to work as a Passenger Service Agent?
Working as a Passenger Service Agent will allow you to gain important customer service skills with passengers and will help you to get used to working for an airline and around passengers. It also gives you experience working in an airport and understanding how an airline works, and what passengers you will likely encounter.
This job can be stressful at times when the airport is busy or when there are issues such as delayed flights or passengers with overweight luggage. But no two days are ever the same, which makes it an exciting job too!
How to become a Passenger Service Agent
You do not usually need a degree to become a Passenger Service Agent. Employers typically look for a good standard of education, customer service experience, good English and maths skills, and a calm, friendly manner. Speaking a second language is a bonus. Because the job involves working airside, successful applicants must pass background and security checks, which in the UK usually cover the previous five years. Training on airline check-in systems, safety and security procedures is provided by the employer.
The role involves shift work, including early mornings, late nights, weekends and bank holidays. Many people use it as a stepping stone to other aviation careers, such as becoming cabin crew, a dispatcher or a duty manager.
Passenger Service Agent: FAQs
Below are answers to some of the most common questions about the role of a Passenger Service Agent.
What does a Passenger Service Agent do?
A Passenger Service Agent checks passengers in, tags baggage, manages boarding at the gate, helps passengers with problems such as delays or missed connections, and meets arriving flights.
Who employs Passenger Service Agents?
Many Passenger Service Agents work for ground handling companies, such as Swissport, Menzies or dnata, that serve several airlines. Some airlines also employ their own airport staff.
Do you need qualifications to be a Passenger Service Agent?
A degree is not usually required. Employers look for a good general education, customer service experience and strong communication skills, and you will need to pass security background checks.
What hours does a Passenger Service Agent work?
The job is shift-based and often includes early mornings, late nights, weekends and public holidays, as airports operate around the clock.
Is Passenger Service Agent a good job?
It can be a rewarding entry-level aviation job that builds customer service experience and can lead to other airport and airline roles, although it can be stressful during busy periods and disruption.
What does a Passenger Service Agent do?
Now that you know what a Passenger Service Agent is and what they do, you may also like these articles about working in the aviation industry:
- Cabin Crew FAQ- All of your Cabin Crew questions answered
- IATA airport codes explained
- 20 Cabin Crew skills and qualities you need to get the job
- 10 things you must master to pass the Cabin Crew assessment day
- Passenger codes: the basics
- What are meal codes?
- Funny facts about Cabin Crew
