Reservations Agent Q&A

Reservations Agent Question & Answer

• What does a Reservations Agent do?
  Makes reservations for passengers, explain rules and gives quotes and fares.
• Why did you become a Reservations Agent?
  For the flying benefits.
• Would you encourage others to become involved? Why?
  Yes, if you are interested in travel and people.
• How does one prepare for this career? (Training, certificate, degree, etc.)
  Have a customer service background, High School diploma.
• What skills or abilities do you think someone should have before entering this field?
  Customer service and computer experience.
• What do you enjoy most about your job?
  Flying around the world (benefits) and meeting people.
• What is the most frustrating thing about your job?
  You do not always have a set schedule, and the pay.
• What pleasant things happened that balance the stress of this job?
  Company incentives, games prizes, and attendance coworkers. 
• How do you deal with the stress involved in working with angry airline passengers (suggestions for others)?
  You just do it. Try not to let it bother you and do not take it personally.
• How is math used on a daily basis? Please provide an example.
  Most things are computerized but you do have to determine taxes on tickets.
• What is the most unusual thing that has happened to you as a Reservations Agent? 
  Prank phone calls.
• How is communication used daily? Can you provide an example of a problem with communication/listening and how you solved it?
  Dealing with customers, coworkers, supervisors, and bulletin boards.
• How are decisions part of your daily job? Please provide an example. How would a Reservations Agent make such a decision?
  You have to know all the rules and policies before being able to handle any call.
• What do you find rewarding about your job?
  Benefits. Particularly the flight benefits.
• What stereotypes or misconceptions exist about this field (and what is the truth behind them)?
  People think we make things up (fares, $ etc.) restrictions.
• Do you have a personal work philosophy that has driven you to accomplish what you have?
  No.
• What advice would you give someone pursuing this field?
  Always try to be flexible.
• What future do you see with this field? (The Occupational Outlook Handbook suggests this field is overloaded with people. Do you agree? Why or why not?)
  Yes. Everyone wants to fly for free.
• What is the average starting pay for a Reservations Agent?
  $7.12
• Do you think the use of computers will help this field grow, or require fewer Reservations Agents?
  Both.  I think computers will help in the position but you will always need a human at the other end of the telephone to completely satisfy the customer.