Each year, millions of Americans travel by plane, train, ship, bus, and automobile. Because so many people travel, it often is helpful, even necessary, to plan trips and make reservations well in advance. Reservation and transportation ticket agents and travel clerks help accomplish this. These workers facilitate travel in a variety of ways. They may help individuals plan 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 clerks may check their baggage, direct them to the point of departure, or help them to board.
Reservation agents usually work in large central offices answering customer telephone inquiries and booking reservations. Agents generally have computer terminals and can quickly obtain information needed to make, change, or cancel reservations at the customer's request. After a reservation has been made and the ticket purchased, ticketing clerks compile and record information, such as dates of travel and method of payment. The tickets then are sent to or are picked up by the traveler.
Ticket agents sometimes are known as passenger agents, passenger-booking clerks, reservation clerks, ticket clerks, or ticket sellers. In addition to selling tickets, they may answer inquiries, check baggage, examine passports and visas, ensure passenger seating, or check in animals. Other ticket agents, more commonly known as gate agents, work in airports and terminals assisting passengers when boarding. Their duties include directing passengers to the correct boarding area, checking tickets, making boarding announcements, and assisting young, elderly, or disabled passengers when they board or depart.
Passenger rate clerks work for bus companies. They sell tickets for regular bus routes and arrange nonscheduled or chartered trips by planning travel routes, computing rates, and keeping customers informed of appropriate details. They also may arrange travel accommodations.
Most travel clerks are employed by automobile clubs. These workers, known as member services counselors or travel counselors, plan trips, calculate mileage, and offer travel suggestions for club members. They highlight the best route from the point of origin to the destination, as well as the return, using a road map. They also prepare an itinerary which indicates points of interest, restaurants, overnight accommodations, and availability of emergency services during the trip. They may make rental car, hotel, or restaurant reservations for club members.
Travel clerks also work in other settings, such as hotels and motels, business firms, and government agencies. When individuals are planning trips, travel clerks assist them by providing 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 to make the trip more enjoyable.
Reservation and transportation ticket agents and travel clerks must be knowledgeable about their companies' policies and industry procedures. They must be able to use computers to ascertain the availability of special promotions and services, and be able to answer any questions their customers may have.
Increased travel will spur demand for more ticket agents.
Reservation and transportation ticket agents and travel clerks held about 131,000 jobs in 1992. Nearly 2 of every 3 workers are employed by the airlines. Others work for membership organizations like automobile clubs, hotels and other lodging places, railroad companies, bus lines, 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 often work in smaller communities served only by intercity bus or railroad lines.
Most applicants for reservation and transportation ticket agent jobs are likely to encounter considerable competition because the supply of qualified applicants far outstrips demand. Many people satisfy the entry requirements, and 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 expected to increase faster than the average for all occupations through the year 2005. Both business and pleasure travel, by airline, bus, rail, and automobile, will likely remain strong and spur employment growth. Increases in the number of two-income families, as well as smaller families and delayed childbearing, should raise discretionary income and allow for more recreational travel.
Job openings also will become available as workers transfer to other occupations, retire, or leave the labor force for other reasons. However, the number of openings will be smaller than that of other information clerks because turnover among reservation and transportation ticket agents and travel clerks is the lowest of all information clerks.
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.
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Reprinted with Permission of U. S. Department of Labor