Airline Customer Service Agent

An Airline Customer Service Agent is a person who assists the customers with itinerary changes, flight reservations and questions about customer loyalty programs. Besides this, he also helps passengers with providing flight information, issuing tickets, check-in, solving ticket related problems and checking baggage. An Airline Customer Service Agent also upgrades the seats and reissues seats for them when no seats are available in the flight. Besides this, he also checks the boarding passes of the passengers.

Responsibilities of Airline Customer Service Agent

ASAC Aviation Airline customer service agents make sure passengers and their luggage board the right aircraft safely and on time. They can also be known as passenger service agents or check-in assistants.

As an airline customer service agent, we usually work for a handling agent on behalf of an airline. Our major responsibilities as an Airline Customer Service Agent are:

• Verifying and inspecting passenger documentation

• Assisting passengers with self-service check-in

• Maintaining high standards of security and services at the airport

• Making public address announcements whenever required

• Operation computers and other specialist equipment such as scanners, air-bridge and airline-specific software

• Dealing with passenger enquiries about flight departures and arrivals

• Checking passengers in

• Allocating seat numbers

• Issuing boarding passes and luggage labels

• Advising passengers about restrictions on luggage

• Weighing baggage and collecting any excess charges

• Taking care of people with special access needs, and unaccompanied children

• Calming and reassuring nervous passengers

A different approach to airline customer support

When travelers’ expectations are not being met, everything from buying a ticket checking in to security screenings to baggage to the actual flight can all be improved. It’s a challenge that represents a great opportunity: the company that can provide the best experiences will stand out among the crowd, giving it a competitive advantage that will lead to customers choosing them when they travel over the competition.

Best practices for airline customer service

There’s only so much that can be done to improve the experience of travel on a commercial flight. Things like security regulations, weather delays, and airport infrastructure, and sometimes even lost baggage are simply outside the control of the airlines. However, there are some very simple things savvy airlines are already doing help to the experience a little smoother:

• Communicate, communicate, communicate. Whether it’s through text messaging, email, or a free mobile app, airlines can keep travelers in the know about things like delays, ticket changes, weather predictions, wait times at security, locations of baggage terminals, and more. While people will certainly never be happy about having to wait, they’ll be a little less frustrated if they’re given prior notice.

• Sending surveys at various touch points, such as after buying a ticket or interacting with a flight attendant, will provide valuable insights on how to improve the travel experience.

Time for a solution

People will always need to fly, but at the very least they can choose an operator they’ve had positive experience with, has good ratings, or the best overall buying process. Making the choice to invest in support can help mitigate the pain of lousy airport food and weather delays.