Ticket sales agent

Ticket sales agents in an airport


Ticket sales agents provide initial service to customers, sell travel tickets and fit the reservation offer to customers’ queries and needs.

The duties of a ticket sales agent include, but are not limited to:

  • Scheduling flights based on customer needs and available flights, including checking weather conditions and making changes as needed
  • Communicating with customers to answer questions about tickets, pricing, or flight schedules
  • Collecting payment from customers for airline tickets, including cash, credit card transactions, checks, or money orders
  • Entering customer information into a computer system to issue tickets or update records
  • Ticketing agent jobs that involves processing electronic ticketing requests for customers or agents over the phone
  • Explaining airport rules and procedures to passengers prior to boarding flights
  • Processing refunds for lost or damaged tickets or reservation errors
  • Explaining applicable fees and taxes for each ticket
  • Processing boarding passes and checking identification of passengers prior to allowing them to enter the airport terminal

Other titles

The following job titles also refer to ticket sales agent:

ticket reservation agent
ticket agent
ticket booking agent

Working conditions

Ticket sales agents work in a fast-paced environment, often under high pressure to meet deadlines. They typically work in an office setting, although some may work in an airport or other travel-related facility. They typically work regular business hours, although they may be required to work evenings, weekends, and holidays to accommodate the needs of travelers.

Ticket sales agents must be able to handle last-minute changes and cancellations and deal with angry or upset customers. They must also be able to work independently and make quick decisions.

Minimum qualifications

Most ticket sales agent jobs require an applicant to hold a high school diploma or equivalent, but do not require formal education beyond this. However, a degree or postsecondary certificate in hospitality or a closely related field may give an applicant an advantage in getting hired. Some employers prefer to hire candidates who have previous customer service or computer experience.

Upon hire, ticket sales agents go through an on-the-job training program to learn about the company’s policies and procedures, as well as how to use its computer system.

ISCO skill level

ISCO skill level is defined as a function of the complexity and range of tasks and duties to be performed in an occupation. It is measured on a scale from 1 to 4, with 1 the lowest level and 4 the highest, by considering:

  • the nature of the work performed in an occupation in relation to the characteristic tasks and duties
  • the level of formal education required for competent performance of the tasks and duties involved and
  • the amount of informal on-the-job training and/or previous experience in a related occupation required for competent performance of these tasks and duties.

Ticket sales agent is a Skill level 2 occupation.

Ticket sales agent career path

Similar occupations

These occupations, although different, require a lot of knowledge and skills similar to ticket sales agent.

tourist information officer
tour operator representative
travel consultant
ticket issuing clerk
travel agent

Long term prospects

These occupations require some skills and knowledge of ticket sales agent. They also require other skills and knowledge, but at a higher ISCO skill level, meaning these occupations are accessible from a position of ticket sales agent with a significant experience and/or extensive training.

tourist information centre manager
camping ground manager
rooms division manager
mountain guide
hospitality entertainment manager

Essential knowledge and skills

Essential knowledge

This knowledge should be acquired through learning to fulfill the role of ticket sales agent.

Essential skills and competences

These skills are necessary for the role of ticket sales agent.

  • Communicate with customers: Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
  • Use global distribution system: Operate a computer reservations system or a global distribution system to book or reserve transportations and accommodations.
  • Sell tickets: Exchange tickets for money in order to finalise the selling process by issuing the tickets as a proof of payment.
  • Upsell products: Persuade customers to buy additional or more expensive products.
  • Quote prices: Refer to prices for the client by researching and estimating fare rates.
  • Process booking: Execute a booking of a place according to client’s requirement in advance and issue all appropriate documents.
  • Provide tourism related information: Give customers relevant information about historical and cultural locations and events while conveying this information in an entertaining and informative manner.
  • Handle personal identifiable information: Administer sensitive personal information on customers securely and discreetly
  • Inform customers of activity changes: Brief customers about changes, delays or cancellations of planned activities.
  • Maintain customer service: Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
  • Keep up to date on local events: Follow the information about upcoming events, services or activities by checking information sheets and online communication.
  • Assist clients with special needs: Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
  • Process payments: Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.
  • Respond to customers’ inquiries: Answer customers’ questions about itineraries, rates and reservations in person, by mail, by e-mail and on the phone.
  • Have computer literacy: Utilise computers, IT equipment and modern day technology in an efficient way.

Optional skills and competences

These skills and competences are sometimes, but not always, required for the role of ticket sales agent. However, mastering these skills and competences allows you to have more opportunities for career development.

ISCO group and title

4221 – Travel consultants and clerks

  1. Ticket sales agent – ESCO
  2. Ticketing Agent Job Description: Salary, Duties, & More – Climb the Ladder
  3. A Job Description for Ticketing Agent – Chron
  4. Featured image: By Patrickroque01 at English Wikipedia, CC BY-SA 4.0, Link
Last updated on December 7, 2022

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