High School

Reservation and ticket agents are generally required to have at least a high school diploma. Applicants should be able to type and have good communication and problem-solving skills. Because computers are being used more and more in this field, you should have a basic knowledge of computers and computer software. Previous experience working with the public is also helpful for the job. Knowledge of geography and foreign languages are other valuable skills, especially for international service agents.

Postsecondary Training

Some college is preferred, although it is not considered essential for the job. Some colleges now offer courses specifically designed for ticket reservations.

Reservation agents are given about a month of classroom instruction. Here you will be taught how to read schedules, calculate fares, and plan itineraries. They learn how to use computer programs to get information and reserve space efficiently. They also study company policies and government regulations that apply to the industry.

Transportation ticket agents receive less training, consisting of about one week of classroom instruction. They learn how to read tickets and schedules, assign seats, and tag baggage. This is followed by one week of on-the-job training, working alongside an experienced agent. After mastering the simpler tasks, the new ticket agents are trained to reserve space, create tickets, and handle the boarding gate.

Certification or Licensing

There are no certification or licensing requirements for reservation and ticket agents.

Aspiring reservation and ticket agents should try to obtain experience in customer service via internships, part-time jobs, or volunteer opportunities.

Reservation agents should have a thorough knowledge of the transportation industry. They should know how to work with sophisticated computer systems; deal effectively with the general public; listen carefully to questions from customers and answer them clearly; and they should be detail-oriented and work well under pressure.

Because you will be in constant contact with the public, professional appearance, a clear and pleasant speaking voice, and a friendly personality are important qualities. You need to be tactful in keeping telephone time to a minimum without alienating your customers. In addition, you should enjoy working with people, have a good memory, and be able to maintain your composure when working with harried or unhappy travelers. Agents form a large part of the public image of their company.