Passenger Booking Clerk Onboarding Checklist

In this article, we’ll look at the best practices for onboarding your new Passenger Booking Clerk. We’ll look at the employee onboarding process/steps you can add to your own reusable Passenger Booking Clerk checklist.

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Passenger Booking Clerk Onboarding Process

Are you looking for help setting up a staff orientation process so that when your new Passenger Booking Clerk 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 Passenger Booking Clerk, you’re in the right place. We’ve put together a sample Passenger Booking Clerk onboarding checklist below and have created onboarding templates & resources to help.

Passenger Booking Clerk Onboarding Checklist

1. Introduction to company policies and procedures: The passenger booking clerk should receive a comprehensive overview of the company’s policies and procedures, including guidelines for handling customer inquiries, booking procedures, and any specific protocols related to the industry. This task is typically performed by the human resources department or a designated trainer.

2. Familiarization with booking systems: The passenger booking clerk needs to become proficient in using the company’s booking systems, such as computerized reservation systems or online platforms. This task is usually conducted by a senior booking clerk or a designated trainer who provides hands-on training and guidance.

3. Product and service knowledge: The passenger booking clerk should receive detailed information about the company’s products and services, including different ticket types, fare structures, and any additional services offered. This task is typically performed by the passenger services manager or a designated trainer who provides training materials and conducts product presentations.

4. Understanding customer needs and preferences: The passenger booking clerk should be trained to identify and understand customer needs and preferences to provide personalized and efficient service. This task is usually performed by the passenger services manager or a designated trainer who provides guidance on effective communication and customer service techniques.

5. Handling customer inquiries and complaints: The passenger booking clerk should be trained on how to handle customer inquiries, complaints, and requests for assistance. This includes learning how to address customer concerns, provide accurate information, and resolve issues in a timely manner. This task is typically performed by the passenger services manager or a designated trainer who provides role-playing scenarios and guidance on effective communication techniques.

6. Familiarization with company policies on refunds and cancellations: The passenger booking clerk should be familiarized with the company’s policies and procedures regarding refunds, cancellations, and changes to bookings. This includes understanding the criteria for issuing refunds, any associated fees, and the process for making changes to existing bookings. This task is usually performed by the passenger services manager or a designated trainer who provides training materials and guidance on handling refund and cancellation requests.

7. Collaboration with other departments: The passenger booking clerk should be introduced to other departments within the company that they may need to collaborate with, such as the sales team, operations team, or finance department. This task is typically performed by the passenger services manager or a designated trainer who facilitates introductions and provides an overview of each department’s role and responsibilities.

8. Health and safety training: The passenger booking clerk should receive training on health and safety protocols, including emergency procedures, first aid, and any specific safety measures related to the industry. This task is usually performed by the company’s health and safety officer or a designated trainer who provides training materials and conducts safety drills.

9. Continuous learning and development: The passenger booking clerk should be encouraged to engage in continuous learning and development to enhance their skills and knowledge in the field. This may involve attending industry conferences, participating in webinars or workshops, or pursuing relevant certifications. This task is typically supported by the passenger services manager or the human resources department, who provide information on available learning opportunities and support the employee’s professional growth.

10. Performance evaluation and feedback: The passenger booking clerk should undergo regular performance evaluations and receive constructive feedback to identify areas for improvement and recognize their strengths. This task is typically performed by the passenger services manager or a designated supervisor who conducts performance reviews and provides feedback on a regular basis

Setting Up Your Employee Onboarding Process

From reading through the items in the example Passenger Booking Clerk checklist above, you’ll now have an idea of how you can apply best practices to getting your new Passenger Booking Clerk 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.