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Airline Ticket Agent Onboarding Checklist
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Airline Ticket Agent Onboarding Process
Are you looking for help setting up a staff orientation process so that when your new Airline Ticket Agent starts their role, they can learn about their responsibilities and your company as quickly as possible? Whether you’re keen to use buddy onboarding, want to automate your Customer Service onboarding experience or just need an onboarding checklist for your new Airline Ticket Agent, you’re in the right place. We’ve put together a sample Airline Ticket Agent onboarding checklist below and have created onboarding templates & resources to help.
Airline Ticket Agent Onboarding Checklist
1. Introduction to company policies and procedures: The new airline ticket agent should receive a comprehensive overview of the company’s policies and procedures. This includes understanding the ticketing system, customer service protocols, baggage handling guidelines, and safety regulations. The task is typically performed by the human resources department or a designated trainer.
2. Familiarization with airline products and services: The new ticket agent should be educated about the various products and services offered by the airline. This includes understanding different fare classes, ticket types, and ancillary services such as seat upgrades, baggage fees, and loyalty programs. The task is usually performed by the sales or marketing department, with support from experienced ticket agents.
3. Training on ticketing and reservation systems: The ticket agent needs to be trained on the airline’s ticketing and reservation systems, such as Amadeus, Sabre, or Galileo. This involves learning how to make bookings, issue tickets, process refunds, and handle seat assignments. The task is typically performed by the IT department or a designated trainer.
4. Customer service training: As a customer-facing role, the ticket agent should undergo comprehensive customer service training. This includes learning effective communication skills, conflict resolution techniques, and how to handle difficult customers. The task is usually performed by the customer service or training department.
5. Safety and security procedures: The new ticket agent should receive training on safety and security procedures to ensure compliance with aviation regulations. This includes understanding emergency protocols, baggage screening processes, and identifying suspicious behavior. The task is typically performed by the airline’s safety and security department.
6. Familiarization with airport layout and facilities: The ticket agent should be familiarized with the layout of the airport, including terminal locations, gates, and facilities such as lounges, baggage claim areas, and immigration checkpoints. This helps them provide accurate information to passengers. The task is usually performed by the airport operations department or a designated trainer.
7. Understanding airline policies and restrictions: The ticket agent should be educated about the airline’s policies and restrictions, such as baggage allowances, check-in deadlines, and visa requirements. This enables them to provide accurate information to passengers and avoid any potential issues. The task is typically performed by the airline’s operations or customer service department.
8. Shadowing experienced ticket agents: The new ticket agent should have the opportunity to shadow experienced ticket agents to observe their day-to-day tasks, interactions with customers, and problem-solving techniques. This provides valuable hands-on learning and helps the new agent gain practical knowledge. The task is usually coordinated by the supervisor or team leader.
9. Introduction to interdepartmental collaboration: The ticket agent should be introduced to other departments within the company, such as baggage handling, flight operations, and ground services. This fosters collaboration and understanding of how different teams work together to ensure smooth operations. The task is typically performed by the supervisor or team leader.
10. Ongoing training and development: Continuous learning is crucial for a ticket agent to stay updated with industry trends, new technologies, and changes in airline policies. The company should provide ongoing training and development opportunities, such as workshops, webinars, and online courses. The task is usually coordinated by the training or human resources department
Setting Up Your Employee Onboarding Process
From reading through the items in the example Airline Ticket Agent checklist above, you’ll now have an idea of how you can apply best practices to getting your new Airline Ticket Agent up to speed and working well in your Customer Service team. Scroll up to see the link to our onboarding templates & resources or get in touch to discuss getting help setting up your systems and processes in this area.
