Nature of the Work
Reservation and Transportation Ticket Agents and Travel Clerks facilitate passenger travel in a variety of ways. They help passengers plan their trips by answering questions and offering suggestions on travel arrangements such as routes, time schedules, rates, and types of accommodation. They make and confirm transportation and hotel reservations, calculate expenses, and write and sell tickets. When passengers are about to embark on their trip, these agents and clerks check their baggage, direct them to the point of departure, and help them to board.
Reservation agents usually work in large central offices answering customer telephone inquiries and booking reservations. Most agents have access to computer terminals and, by typing instructions on the keyboard, can quickly obtain the necessary information and make the reservations. Agents also can change or cancel reservations at the customer's request, simply by modifying the record on the computer. After the reservation has been made and the ticket has been purchased, ticketing clerks compile and record the information, such as dates of travel and method of payment. The tickets then are sent to the passenger.
Ticket agents are sometimes referred to by other titles, such as passenger agent, passenger-booking clerk, reservation clerk, ticket clerk, and ticket seller. In addition to selling tickets, they answer inquiries, check baggage, examine visas, ensure passenger seating, and check in animals. Other ticket agents, more commonly known as gate agents, work in airports assisting passengers when boarding. Their duties include directing passengers to the correct boarding area, checking flight tickets, making boarding announcements, and assisting elderly, disabled, or young passengers when they board or depart the airplane.
Passenger rate clerks work for bus companies. They arrange trips by planning travel routes, computing rates, selling fares, and keeping customers informed of appropriate details. They also may arrange travel accommodations for tourists.
Most travel clerks are employed by automobile clubs. These workers often called travel counselors, plan trips and offer travel suggestions for club members. Using a road map, they show the best route from the point of origin to the destination, as well as the return. They indicate the points of interest, restaurants, hotels, or other housing accommodations along the route and explain what emergency repair services are available during the trip. They may make reservations for club members and calculate expenses and mileage.
Travel clerks also work in other settings, such as for hotels and motels, business firms, and government agencies. When guests or employees are planning trips, travel clerks assist them by providing them with the appropriate literature and information, answering questions, and offering suggestions. They make reservations, pick up and deliver tickets, arrange for visas, and make any other arrangements necessary for a safe and enjoyable trip.
Regardless of setting, reservation and transportation ticket agents and travel clerks must be knowledgeable about their companies' policies and procedures. They must be aware of the availability of special promotions and services and be able to answer any questions their customers may have.
Working Conditions:
For the most part, working conditions for reservation and transportation ticket agents and travel clerks are the same as those for other office employees in the same company. Those on a full-time schedule usually work a standard 40-hour week. Nevertheless, 1 in 4 works part-time. In addition, a significant number of agents and clerks work as temporaries.
Employment:
Reservation and transportation ticket agents and travel clerks were largely employed by the airlines. Others worked for automobile clubs, hotels and other lodging places, railroad companies, and other companies that provide transportation services.
Although agents and clerks are found throughout the country, most work in downtown ticket and reservation offices and at large metropolitan transportation terminals, where most passenger business originates. The remainder works in smaller communities often served only by intercity bus or railroad lines.
Training, Other Qualifications, and Advancement:
Many jobs are entry level and do not require office or business experience. Employers usually require a high school diploma, and some require typing, word processing, and other general office skills. In addition, basic computer skills are becoming increasingly important
Training for this occupation is widely available. Business education programs are offered in high schools, community and junior colleges, and postsecondary vocational schools. Courses in keyboarding, micro-computer applications, and office practices are particularly helpful.
Agents and clerks usually work with others. Therefore, they should be cooperative and able to work as part of a team.
Advancement to professional occupations usually requires more formal education, such as a college degree.
Job Outlook:
Employment of reservation and transportation ticket agents and travel clerks is expected to increase faster than the average for all occupations. A growing and more travel-oriented population will increase the number of passenger miles, which, in turn, is expected to increase demand for agents and clerks. However, applicants are likely to encounter considerable competition for openings because the supply of qualified applicants far outstrips demand. For one thing, many people satisfy the entry requirements. Moreover, airline jobs, in particular, attract many applicants because of the travel benefits and glamour associated with the industry.
Employment of reservation and transportation ticket agents and travel clerks is sensitive to cyclical swings in the economy. During recessions, discretionary passenger travel declines, and transportation service companies are less likely to hire and may even lay off or demote agents and clerks.
Related Occupations:
Other workers who perform a variety of clerical tasks to keep offices functioning smoothly include office helpers, messengers, mail clerks, file clerks, and real estate clerks.
