Airline Tickets and Service Agents

Occupation:Transport Ticket and Cargo Service Representatives, Agents, and Related Clerks
Category:Sales and Service

About the job

Nature of work:

Ticket agents, cargo service representatives, and related clerks quote fares and rates, make reservations, issue tickets, process cargo shipment, check baggage, and perform other related customer service duties to assist travellers. They are employed by airline companies, bus and railway companies, freight forwarding and shipping companies, boat cruise operators and other public transit establishments and by travel wholesalers.

Job duties:
Transport ticket agents, cargo service representatives, and other related clerks perform some or all of the following duties:
  • Answer customer inquiries, quote fares and assist clients in planning travel times and routes, receive and record bookings, issue tickets, assign seats, handle cash transactions, and check baggage.
  • Airline passenger and ticket agents prepare boarding passes, attend boarding gates, assist pre-boarding passengers, and provide information on flight schedules and routes.
  • Airline baggage agents trace lost, delayed, or misdirected baggage for customers.
  • Cargo service representatives compute freight costs, calculate charges for services and insurance, process bills of lading, cargo manifests, and other documents, trace lost or misdirected cargo, and maintain shipping and other records.
  • Check in passenger baggage and sort for loading by baggage handlers, or may load baggage directly onto airplanes, buses, railway cars, or cruise ships.
  • Airline load planners calculate load weights for compartments of aircraft using charts and computers and plan load to distribute and balance cargo.
Sample job titles:
  • baggage clerk
  • bookings clerk
  • cargo agent
  • check-in agent
  • customer sales and service agent
  • customer service representative
  • flight agent
  • reservations agent
  • ticket agent

For this type of work, you should be poised, organized, tactful, and patient. Interpersonal skills and the ability to deal comfortably with strangers are important. You should be resourceful and able to handle the unexpected. Knowledge of the travel industry will be required. Good communication skills are also necessary. Knowledge of both official languages and an additional language may be required.

Job requirements:
  • Completion of secondary school is usually required.
  • On-the-job and classroom training are often provided.
  • Load planners require a restricted radio operator's licence and usually require airline operations experience.
Other considerations:

Because many of these jobs are heavily influenced by tourism activity in Nova Scotia, employment levels tend to vary throughout the year and peak in the summer months. Also, general economic conditions will have an impact on the level of business and pleasure travel undertaken by Nova Scotians. Therefore, employment levels will vary from year to year in many of these jobs. Depending on the size of the airline or airport, the duties of workers in this group may overlap depending on the size and location of the operations. Progression to supervisory positions is possible through experience. Airline station agents usually require experience as a ticket, baggage or cargo agent as an entry point to the position.

Labour Market Information

Work Prospects:Fair

The employment outlook over the next few years for this occupational group is “average”, which indicates the chances of a qualified individual finding work is comparable to the average for all occupations in Nova Scotia. This is not a large occupation in Nova Scotia so job opportunities may not be that frequent. The number employed in this occupation is expected to decline moderately over the next few years, which will likely limit the number of new opportunities available. With a large percent of workers being 55 years of age and older, retirements are expected to be a key contributor to employment opportunities over the coming years. Transport Ticket and Cargo Service Representatives, Agents, and Related Clerks may either be working full-time or part-time hours. Furthermore, the jobs may either be permanent or temporary positions, as both are common.

The median employment income for 41% of Transport Ticket and Cargo Service Representatives, Agents, and Related Clerks who worked full-time, year-round in 2015 was $56,132. Across all occupations in Nova Scotia, 59% of those who worked full-time year round had a median employment income of $43,600.
(Source: 2016 Census)

OccupationEstimated employment in 2018Estimated change in employment between 2017 and 2019Estimated openings due to growth and retirements, 2017-2019Estimated rate of unemployment in 2018 Estimated hourly earnings in 2015 (learn more)Estimated annual earnings in 2015
Airline Tickets and Service Agents385Decline5Moderate
Minimum: $12.79
Median: $17.60
Maximum: $28.75
Minimum: $9,568
Median: $33,616
Maximum: $64,105
All NS Occupations427,305Weak growth33,315Moderate
Minimum: $11.00
Median: $19.89
Maximum: $40.00
Minimum: $2,872
Median: $29,983
Maximum: $83,126
Airline Tickets and Service AgentsCompared to: All NS Occupations
Percent employed full-time70%78%
Percent self-employed2%10%
Where will I likely work?
Area of EmploymentAirline Tickets and Service AgentsCompared to: All NS Occupations
% EmployedMedian Annual Income% EmployedMedian Annual Income
Cape Breton13%x13%$32,974
Annapolis Valley11%x13%$32,958
What are the workers like?
AgeAirline Tickets and Service AgentsCompared to: All Sales and Service
% Employed% Employed
Median Agex37
GenderAirline Tickets and Service AgentsCompared to: All NS Occupations
% Employed% Employed
EducationAirline Tickets and Service AgentsCompared to: All Sales and Service
% EmployedMedian Annual Income% EmployedMedian Annual Income
Less than high school2.4%$16,15518.8%$9,486
High school38.8%$10,78340.4%$12,982
Trades certificate3.5%$12,5498.0%$18,797
College certificate or diploma26.5%$19,81019.9%$19,514
University certificate or diploma4.1%x1.6%$18,279
Bachelor's degree21.2%$21,31810.0%$20,807
University advanced certificate or diploma1.2%x0.5%$15,716
Master's degreexx0.8%$20,769
Medicine, dentistry, veterinary, optometryxx0.1%$17,368
Wage Disclaimer

Hourly earnings data are from the Labour Force Survey by Statistics Canada. Data are not available for all occupations. Hourly earnings are calculated based on usual hours worked per week. This is how an annual salary, for instance, gets converted to an hourly rate. The data include full and part-time workers along with new and experienced workers. Self-employed workers are excluded.

Annual employment income data reported in the Work Prospects section, are from the 2011 National Household Survey by Statistics Canada. Much of the data (around 70%) came directly from tax records. The data relates to the year 2010 and includes total wages and salaries and net income from self-employment.


Employment Requirements & Contacts

No regulating bodies were found under this occupation profile
Useful contacts:
Railway Association of Canada
99 Bank Street, Suite 901
Ottawa, ON K1P 6B9
Tel: (613) 567-8591
Fax: (613) 567-6726
Nova Scotia Tourism Talent
2089 Maitland Street
Halifax, NS B3K 2Z8
Tel: (800) 948-4267
Fax: (902) 422-0184
Nova Scotia Tourism Human Resource Sector Council
2089 Maitland Street
Halifax, NS B3K 2Z8
Tel: (902) 422-5853
Fax: (902) 422-0184

Training Paths & Education

Program Name:Adult high school/secondary diploma programs
Education Level:This program is typically offered at the high school level.
Program Description:
This instructional program class comprises any program that defines the prescribed requirements, specified by the appropriate jurisdiction, for the completion of and graduation from a secondary school program of academic subject matter offered for adult learners outside of the regular secondary school program. This does not include adult compensatory education programs resulting in completion of a high school equivalency certificate or diploma.
See all institutions providing this program+
Universite Sainte-Anne
Siège Social: 1695, Route 1
Pointe-de-l'Église, NS B0W 1M0
(902) 769-2114
Nova Scotia Community College - Annapolis Valley Campus
50 Elliott Road
Lawrencetown, NS B0S 1M0
(902) 825-3491
Nova Scotia Community College - Cumberland Campus
PO Box 550, 1 Main Street
Springhill, NS B0M 1X0
(902) 597-3737
Nova Scotia Community College - Akerley Campus
21 Woodlawn Road
Dartmouth, NS B2W 2R7
(902) 491-4900
Nova Scotia Community College - Burridge Campus
372 Pleasant Street
Yarmouth, NS B5A 2L2
(902) 742-3501
Nova Scotia Community College - Kingstec Campus
236 Belcher Street
Kentville, NS B4N 0A6
(902) 678-7341
Nova Scotia Community College - Lunenburg Campus
75 High Street
Bridgewater, NS B4V 1V8
(902) 543-4608
Nova Scotia Community College - Institute of Technology Campus
5685 Leeds Street
Halifax, NS B3K 2T3
(902) 491-6722
Nova Scotia Community College - Pictou Campus & School of Fisheries
PO Box 820, 39 Acadia Avenue
Stellarton, NS B0K 1S0
(902) 752-2002
Nova Scotia Community College - Shelburne Campus
PO Box 760, 1575 Lake Road
Shelburne, NS B0T 1W0
(902) 875-8640
Nova Scotia Community College - Strait Area Campus & Nautical Institute
226 Reeves Street
Port Hawkesbury, NS B9A 2A2
(902) 625-2380
Nova Scotia Community College - Marconi Campus
PO Box 1042, 1240 Grand Lake Road
Sydney, NS B1P 6J7
(902) 563-2450
Nova Scotia Community College - Truro Campus
36 Arthur Street
Truro, NS B2N 1X5
(902) 893-5385
Additional resources:

There are no additional resources for this occupation.