AIRPORT PASSENGER SERVICE
Passenger Service Agents or PSAs work for airlines in an airport environment. They are usually responsible for the following:
At the Reservations counter, they make reservations, issue tickets and collect payments from passengers. At the check-in counter, they check-in passengers, handle their baggage and issue boarding passes.
At the boarding gate they check and collect boarding passes and streamline the boarding process. They also assist passengers with special needs such as unaccompanied minors, the elderly and the handicapped.
They announce arrivals, departures and delays and also handle transit and transfer passengers.
Passenger Services Agents need to be friendly, courteous, and efficient. They should be excellent oral communicators. They need to be able to pay attention to details. They should be familiar with basic computer functions for reservations, ticketing and check-in procedures.
The PSA must know how to deal with problems and complaints effectively and efficiently, especially matters regarding mis-routed baggage and initiating tracing action.
They may be required to complete documentation, handle cash and credit card payments and prepare daily sales statements.
They may be required to interact with other airport departments such a Civil Aviation, Immigration, Customs, Security, etc in related matters. They may also be required to liaise with the Information Desk, Ground Services, Flight Dispatch, Fire Service, Cleaners and Caterers.
There are also many other job functions for a PSA about which you will learn when you join the Airline Passenger Services Diploma course.
The actual duties may vary slightly from airline to airline or among different ground handling agents. All said and done, the airport is a very exciting and interesting place to work.
