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OSP Occupational Profile

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NOC Code: NOC Code: 6523 Occupation: Airline ticket and service agents
Occupation Description: Occupation Description:
Airline ticket and service agents issue tickets, provide fare quotations, make reservations, conduct passenger check-in, trace missing baggage, arrange for cargo shipments and perform other related customer service duties to assist airline passengers. Airline ticket and service agents are employed by airline companies. Airline ticket and service agents issue tickets, provide fare quotations, make reservations, conduct passenger check-in, trace missing baggage, arrange for cargo shipments and perform other related customer service duties to assist airline passengers. Airline ticket and service agents are employed by airline companies.

  • Click on any of the Essential Skills to view sample workplace tasks for this occupation.
  • Scroll down the page to get information on career planning, education and training, and employment and volunteer opportunities.

Table will display the Skill Level for the Noc specified
Essential Skills Essential Skills Levels
Reading Reading 1 2 3
Writing Writing 1 2
Document Use Document Use 1 2
Digital Technology Digital Technology 1 2 3
Oral Communication Oral Communication 1 2
Money Math Money Math 1 2 3
Scheduling or Budgeting and Accounting Scheduling or Budgeting and Accounting 1 2 3
Measurement and Calculation Measurement and Calculation 1 2
Numerical Estimation Numerical Estimation 1 2
Job Task Planning and Organizing Job Task Planning and Organizing 1 2 3
Decision Making Decision Making 1 2 3
Problem Solving Problem Solving 1 2 3
Finding Information Finding Information 1 2


  • The skill levels represented in the above chart illustrate the full range of sample tasks performed by experienced workers and not individuals preparing for or entering this occupation for the first time.
  • Note that some occupational profiles do not include all Numeracy and Thinking Essential Skills.

If you would like to print a copy of the chart and sample tasks, click on the "Print Occupational Profile" button at the top of the page.


Reading
  • Read log books at the beginning of the shifts to be aware of unusual events that occurred on the previous shift. (1)
  • Read notices on the computer screen, such as special handling requirements for a specific flight or weather information which will affect flight times and shipping conditions. (1)
  • Read notes, letters and memos from head office regarding problems such as missing luggage. (2)
  • Read bulletins about customer service issues and changes in customer policies. (2)
  • Read fare rules outlining the conditions of a flight ticket and the restrictions that apply to various fares. (2)
  • Read Ministry of Transport regulations about the shipment of dangerous goods. (3)
  • Read procedures for selling tickets and handling destroyed tickets. (3)
  • Refer to an airport handling manual and to tariff and customer service manuals. The airport handling manual presents detailed information about all aspects of cargo handling and aircraft loading for various types of aircraft. (3)
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Writing
  • Write reminder notes. (1)
  • Type in flight numbers, baggage information and special information while processing passengers. (1)
  • Write notes to workers on the next shift, informing them of notable events, such as the late arrival of a plane. (1)
  • Write reservation notes, using short-form comments and standard abbreviations. (1)
  • Enter information from load control tags into the computer. (1)
  • Fill out lost baggage reports. (2)
  • Write reports about damaged tickets, refunds and emergencies. (2)
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Document Use
  • Recognize international dangerous goods symbols on baggage, and read signs and labels indicating various classes of goods and hazardous materials. (1)
  • Refer to code lists to determine the meaning of a letter code. (1)
  • Read load control tags and liability release tags for fragile items. (1)
  • Refer to a tariff grid to calculate rates for shipping articles of various weights to different destinations. (2)
  • Read flight schedules and fare schedules from computer screens. (2)
  • Read theft and baggage irregularity reports. (2)
  • Read a desktop flight guide to locate maps or diagrams of the interior of airplanes and airports. (2)
  • Read plane tickets, visas, passports and health information documents prior to boarding passengers on international flights. (2)
  • Consult and complete passenger files on the computer. (2)
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Digital Technology
  • Use computer applications, such as specialized software to issue tickets. (1)
  • Use communications software. For example, communicate with co-workers by email. (2)
  • Use a database. For example, find and record information, book flights and process cargo loads. Booking flights requires co-ordinating connecting flights, seat availability and fare structures. (3)
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Oral Communication
  • Make boarding announcements, in both official languages. (1)
  • Interact with customers to respond to ticket requests, answer questions, exchange information or discuss flight or shipping options. (1)
  • Pass on information to other staff, assign duties and answer questions. (2)
  • Attend staff meetings to discuss how to improve work processes. (2)
  • Resolve conflicts concerning customer complaints, often with the help of a supervisor. (2)
  • Exchange information and co-ordinate work with supervisors and co-workers. (2)
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Money Math
  • Accept cash, cheque and credit card payments. (1)
  • Calculate fares and freight charges. (2)
  • Recalculate ticket prices, including discounts and taxes, when a passenger is changing a partially used ticket. (3)
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Scheduling or Budgeting and Accounting
  • Calculate cargo loads for several destinations and schedule them to fit available space. Several flights may be used for one shipment, or ship by alternate routes to the same destination. (2)
  • Provide ticket fare comparisons to passengers. This involves evaluating different routes to maximize the value of the ticket for the passenger, taking into account variances in fare or time as well as stopovers offered in different flight options. (3)
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Measurement and Calculation
  • Pass baggage across a floor scale and use a tape measure to make sure it is within the weight and size limits. (1)
  • Weigh individual shipments in kilograms and record the weights on the load control tag. When the container is fully loaded, weigh the container and subtract the weight of the empty cart to obtain the total weight of the cargo. (2)
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Numerical Estimation
  • Estimate arrival and departure times to be given to customers and passengers. Base the estimate on factors such as the length of the flight and any notices received regarding late departures from another terminal. (1)
  • Estimate the number of containers that will be required to load a shipment or the number of standby passengers who will get on a flight. (2)
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Job Task Planning and Organizing
  • Airline ticket and service agents prioritize their job tasks and activities based on the needs of customers and in response to the priorities set by their supervisors. They organize their work around flight schedules and must respond to constant interruptions by customers and co-workers. Careful sequencing of tasks is important since there are often many tasks to be carried out in a very short time period before a flight. The extent to which airline ticket and service agents are successful in their planning and organizing has a direct impact on the airline being able to keep to its service schedule. (3)
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Decision Making
  • Decide which baggage or freight to bump if there is excessive cargo. (1)
  • Decide whether to refuse or accept baggage which exceeds allowable dimensions. (2)
  • Decide what to do for passengers whose tickets have been lost or stolen. (2)
  • Decide whether to allow passengers to change their return dates on their tickets without fare penalty. (2)
  • Decide which cargo items have the highest priority for a given flight and which ones can wait for the next flight. (3)
  • Decide whether to refuse a ticket to a passenger who is in evident mental or physical distress. (3)
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Problem Solving
  • Resolve scheduling problems for passengers. (1)
  • A passenger has changed a partially used ticket. Recalculate the fare and taxes and determine the passenger's options. (2)
  • Some packages are too bulky for shipment. Try to repackage the items or negotiate other alternatives. (2)
  • Flights have been cancelled. Seek ways to reroute or compensate passengers. (2)
  • Passengers who have missed their flights are upset. The flights must be rebooked and arrangements made for baggage routing. (2)
  • There are problems in transporting animals. For example, a passenger's dog may be misrouted to the wrong city. Make arrangements for the dog to clear customs, get walked and be boarded overnight until the next available flight. These incidents are complicated because of the need to arrange the appropriate co-ordination at the unanticipated destination. (3)
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Finding Information
  • Use maps to locate destinations. (1)
  • Look up regulations and procedures in the appropriate manuals. (2)
  • Refer to flight schedules, routes and fare structures to locate information needed to serve customers. (2)
  • Find information about airline promotional campaigns from the computer system and from supervisors. (2)
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