Passenger Service Agent Goals and Objectives Examples
Greet and welcome passengers with a smile and positive attitude.
Assist passengers in checking in for their flight in a timely manner.
Ensure that the passenger's luggage meets weight and size restrictions.
Answer passenger questions about flight schedules and gate information.
Provide accurate information on airline policies, procedures, and regulations.
Handle passenger complaints or issues with professionalism and empathy.
Check-in passengers using computer systems with speed and accuracy.
Ensure boarding passes are printed correctly and handed out to passengers.
Verify passenger identification and travel documents.
Ensure baggage is properly tagged for the correct destination.
Ensure security protocols are followed when handling passenger luggage.
Verify passenger ticket details and ensure the ticket is valid.
Follow customer service protocols to maintain a high level of customer satisfaction.
Assist passengers with special needs, including those with disabilities or mobility issues.
Communicate effectively with other airport personnel, including TSA agents and airline staff.
Coordinate with ground crew to ensure timely boarding and departure of the flight.
Monitor flight status to keep passengers informed of any delays or cancellations.
Use strong communication skills to diffuse stressful situations with passengers.
Ensure passengers receive any necessary compensation for cancelled or delayed flights.
Provide information on alternative travel options to passengers affected by cancellations or delays.
Maintain a professional appearance in accordance with company policies.
Keep work area clean and organized at all times.
Attend training sessions to stay up-to-date on airline policies and procedures.
Adhere to safety regulations at all times while working on the tarmac or around aircraft.
Meet performance targets for check-in times, queue lengths, and customer satisfaction ratings.
Work collaboratively with other employees to achieve shared goals.
Demonstrate effective problem-solving skills to resolve passenger issues quickly.
Remain calm and composed under pressure, especially during peak travel times.
Maintain a positive attitude and display patience towards difficult passengers.
Help promote the airline's loyalty program to eligible passengers.
Assist passengers who have missed their flight by booking them onto the next available flight.
Follow established security procedures when screening passengers' carry-on luggage.
Provide assistance to passengers who require special accommodations, such as wheelchairs or oxygen tanks.
Use effective time management skills to keep check-in lines moving smoothly.
Adhere to safety regulations when handling hazardous materials or dangerous goods.
Use conflict resolution techniques to de-escalate tense situations with angry or upset passengers.
Meet deadlines for completing tasks, such as printing boarding passes or tagging luggage.
Perform assigned duties accurately and independently without supervision.
Develop strong communication skills to interact with passengers from diverse backgrounds and cultures.
Identify potential security threats and report them to appropriate personnel immediately.
Respond quickly to emergency situations, including medical emergencies or security breaches.
Provide care and assistance to unaccompanied minors traveling alone.
Stay up-to-date on changes in airline policies, routes, or schedules that may affect passenger travel plans.
Help passengers navigate the airport terminal by providing clear directions or signage information.
Use effective sales techniques to upsell passengers on additional services, such as priority boarding or extra legroom seating.
Display a positive attitude towards airline partners, such as hotels or car rental companies.
Demonstrate an understanding of different fare classes and how they apply to passenger travel plans.
Handle cash transactions accurately and adhere to accounting procedures when collecting payment for additional services or baggage fees.
Use organizational skills to manage multiple tasks simultaneously while maintaining attention to detail and accuracy.
Demonstrate an understanding of aviation terminology and jargon used in the industry.
Participate in team-building activities to foster a positive work environment.
Help create a welcoming atmosphere for passengers by anticipating their needs and offering assistance proactively.
Assist passengers with rebooking flights due to weather-related cancellations or delays.
Use critical thinking skills to evaluate situations and take appropriate action when needed.
Follow established protocols for handling lost or damaged luggage.
Work collaboratively with other departments within the airline, such as catering or maintenance crews, to ensure safe and expedient departures of flights.
Maintain a high level of personal integrity when dealing with confidential or sensitive passenger information.
Assist with boarding procedures, including scanning boarding passes and verifying seat assignments.
Verify that passengers are not carrying prohibited items before allowing them through security checkpoints.
Demonstrate flexibility in adapting to changing circumstances that can arise during air travel.
Provide language assistance to non-English-speaking passengers as needed.
Work closely with airport authorities to ensure compliance with local regulations governing passenger transport and safety standards.
Use customer service skills to handle complaints in a diplomatic manner that ensures passenger satisfaction while staying within company policies and guidelines.
Ensure that all equipment used in the check-in process is in good working order, reporting any malfunctions as needed.
Follow established procedures for handling unruly passengers or those who pose a security risk to themselves or others on board an aircraft.
Assist with passenger boarding procedures, including assigning seats based on availability and assisting with carry-on luggage storage where necessary.
Maintain accurate records related to passenger check-in processes, such as ticketing data or luggage manifests, ensuring that all required information is recorded correctly and promptly entered into electronic databases.
Actively participate in training programs aimed at improving customer service skills or job-specific knowledge related to the role of Passenger Service Agent (PSA).
Regulatory Compliance: Maintain knowledge of FAA rules pertaining to carry-on items, checked baggage, liquids, etc.
Update computer systems as applicable if flight information changes; monitor flight status boards.
Maintain updated knowledge of TSA regulations regarding what is allowed/not allowed on flights.
Ensure that all passengers have proper documentation prior to departure.
Work closely with airlines, hotels, rental car agencies, etc., during operational issues.
Ensure no unauthorized persons enter restricted areas.
Ensuring that all customers are treated courteously and respectfully.
Perform any other reasonable duties requested by station management.
Assist customers with self-service kiosks.
Coordinate with airlines if customers need their itineraries changed.
Ability to lift 70 pounds (32 kg) safely on a regular basis from floor to waist height if required while loading/unloading baggage from carts in cargo area/hold of aircraft (heavy bags).