Passenger service agent – For the past two years, Rodrigo has been working in customer service for a large Canadian airline. His role is to greet passengers at the Montreal airport to check in their luggage then direct them to their seats to board the plane. But especially, the responsibility falls to him to redirect passengers who have missed their connection or to resolve the various problems that arise in relation to the vagaries of air transport.
What does your job as a passenger service agent consist of?
I welcome the passengers of the airline I work for and help them check in and drop off their luggage. I then meet them again before they board the aircraft when I turn into a gate agent. But customer service is my main activity. When a passenger misses their connection, for example, and is searching for another flight, I help them find a solution.
Is there training required?
It’s essential to have experience in customer service and to be bilingual (French-English). Speaking a third language (Spanish, in my case) is an asset. Once hired, the company gives its own customer service agent training over six weeks. This allows you to work at check-in. Subsequently there is a variety of training sessions offered each year that allows you to develop. So the position of check-in agent can be supplemented by that of gate agent or at the connections counter. Each training session lasts about one week.
A good way of entering the profession is to accept a temporary job first. During the summer months, from June to September, the airlines need more manpower since there are more flights. So they hire part time employees. Then it is easier to get a permanent job. That’s how I got a place for myself. In my case, there were several people retiring. So after three months I was able to apply for a permanent job.
What are your hours like?
I currently work 25 hours a week. But there is the possibility of working full time if I want to, since many employees are approaching retirement age and want to work less. They indicate it on an employees’ online portal and I can then replace them. Regarding the choice of shift, this goes by seniority – the longer you have worked in the company, the greater your chances of getting the work schedule you want. It’s the same for holidays. But the system is well made and allows for considerable flexibility – there again, I can exchange my days off with someone else, if they agree.
In your opinion, what are the main qualities that you must have for this profession?
To be a passenger service agent, you have to be very empathetic, since you are in direct contact with the customers. Every day, I put myself in the shoes of the passenger who comes to see me to try to help him. For example, last week a young woman with a baby had missed her connection. She was very frustrated with the situation because there were no more seats on the other flights. After listening to her, I called the customer service manager. We put her as priority on the waiting list and she finally got a seat.
What are the main obstacles that you faced?
When I was hired, I could not speak French very well. Quebec passengers asked me to speak in this language and it was difficult. But I ended up improving! Generally, I would say that you are confronted with all sorts of people and personalities. You have to know how to adapt and be patient and empathetic.
What is that you love about your profession?
I like meeting people, getting to know them, talk to them, find out who they are. Many are inspiring. And then it’s a job where you don’t get bored – every day is different. Finally, I like to travel. As an airline employee, it costs less to travel.
Is continuous education necessary?
Yes. There are various training sessions on customer service offered during the year.
What position would you be able to reach for?
I am about to become a flight attendant. I have taken the training for it. In the years to come, airlines will have to hire a large number of them, since many flight attendants have reached retirement age. So it’s a job for the future.
What advice would you give to someone who wants to become a passenger service agent?
I would say that above all you have to like people. You don’t always deal with nice people, but you have to work with them and try to help them nonetheless. By listening to them, you can often understand their frustrations which helps to find a solution.