In order to be considered for passenger service agent job interview, you need to build a resume that speaks volumes for what you can do and who you are. Expressing your interest in a passenger service job is easy but meeting the demands of prospective company is difficult. You have to possess standard qualifications for the passenger service agent job – anything additional that you possess is considered a bonus!

Using the industry specific keywords in your resume is important. Read the job description thoroughly and find out exactly what the prospective airline is looking for – and then use their language in your resume. Do not copy and paste. Just clearly mention your relevant qualifications, skills and experiences.

Take a look at the resume sample for a passenger service agent below.

See also: Passenger Service Agent Cover Letter


Passenger Service Agent Resume Sample


Gina Davis

826 Shannon Drive ● Baltimore, MD 78210 ● (000) 741-5741 ● davgin @ email . com


Passionate about customer service and committed to continuous improvement.

SUMMARY: Self-motivated airline passenger service professional with 4+ years’ proven track record of managing airline ticketing counter and gate service. Adept at ensuring the smooth handling of passengers at departures, arrival and transfer areas. Well versed with needs and safety requirements of passengers and airport personnel.

• Proficient in providing leadership to passengers during check in and boarding gates by providing them with exact information required to ensure smooth transition
• Hands-on experience in managing passenger enquiries regarding luggage and schedules
• Committed to providing excellence in customer services by ensuring that all passenger problems regarding flight delays and cancellations are handled following set company policies
• Demonstrated expertise in taking service recovery measures to protect passenger experiences


• Communication• Airline operations• Check-in and boarding
• Answering queries• Baggage handling• Passenger verification
• Announcements• Service recovery• Complaint handling
• Ticketing• Reporting• Airfreight

• Calmed down an angry passenger whose flight had been delayed for 12 hours by providing him with an option to board an earlier flight at no additional cost
• Juggled ticketing and boarding duties during a particularly busy time at the airport during Christmas holidays
• Discovered drugs in large quantities being transported in a passenger’s hand baggage
• Suggested an “online check-in” system that brought down passenger delays and missed flights by 60%


BBT Aviation, Baltimore, MD (6/2012 to Present)
Passenger Service Agent

• Welcome passengers to ticketing counters and inquire into their travelling details
• Look through schedules to determine flight availability and suggest possible itineraries
• Book clients’ passages, process cash or credit card payments and hand them their tickets
• Tend to general inquiries posed by passengers regarding flight times and schedules
• Check-in passengers by verifying ticket information and stamping and delivering their boarding passes
• Take luggage to be booked and scan it to counter ensure that it contains no illegal items
• Provide passengers with luggage stubs and ensure that hand luggage is properly tagged
• Assist passengers who may have missed their flights by providing them with information on alternative flights and routes
• Designate seat assignments and verify documentation for both domestic and international flights
• Announce arrivals, departures and flight delays on public address systems
• Provide assistance in tracking lost baggage and items

Delta Air, Baltimore, MD (11/2010 to 6/2012)
Passenger Services Aide

• Assisted passengers by providing them with flight schedules and timings
• Coordinated efforts with passenger service agents to ensure that passengers who have missed their flights are given alternatives
• Handled irate passengers by reasoning with them in a calm and efficient manner
• Tagged passengers hand baggage and booked luggage
• Escorted passengers to their designated terminals to ensure that they board the correct flights


CITY COLLEGE, Baltimore, MD – 2010
Specialized Courses in Customer Service

ST. JOHN’S HIGH SCHOOL, Baltimore, MD – 2009
High School Diploma

Languages: English, Spanish and Portuguese
Computer: MS Office Applications, Airport Management System