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Air Agent information

What is the difference between Air Agent vs Airport Customer Service Agent?

AspectAir AgentAirport Customer Service Agent
Required CredentialsHigh school diploma, TSA certification, sometimes airline-specific trainingHigh school diploma, TSA certification, customer service training
Work EnvironmentAirports, airline offices, on the tarmacAirport terminals, check-in counters, gate areas
Employer & IndustryAirlines, airport ground servicesAirports, airline ground staff
Common Search & ComparisonOften compared for airport roles, customer interaction, and certification requirements

Both Air Agents and Airport Customer Service Agents work in airport environments and require similar certifications. However, Air Agents typically focus more on airline operations, ticketing, and baggage handling, while Airport Customer Service Agents primarily assist passengers with check-in, boarding, and customer inquiries. Understanding these differences helps job seekers find the right role in the aviation industry.

What are some typical challenges air agents face when managing flight bookings and itinerary changes?

Air Agents often encounter challenges such as last-minute schedule changes, flight cancellations, and complex rebooking requests from clients. These situations require quick problem-solving skills, attention to detail, and strong communication with both customers and airline partners. Staying calm under pressure and being familiar with airline policies and reservation systems are essential to ensure travelers’ needs are met efficiently and accurately.

What does an airline agent do?

An airline agent assists passengers with check-in, boarding, and baggage handling, ensuring smooth travel experiences. They also provide customer service, handle ticketing, and address passenger inquiries at the airport or ticket counters, often requiring good communication skills and knowledge of airline systems.

What are the key skills and qualifications needed to thrive as an air agent, and why are they important?

To thrive as an Air Agent, you need strong attention to detail, customer service skills, and knowledge of airline procedures, often supported by experience in the travel or aviation industry. Familiarity with global distribution systems (GDS) like Sabre or Amadeus and ticketing software is typically required. Excellent communication, problem-solving abilities, and the capacity to remain calm under pressure are standout soft skills. These qualities ensure accurate bookings, efficient handling of travel issues, and a positive customer experience in a fast-paced environment.

What is an air agent?

Air Agents are professionals responsible for managing airline bookings, ticketing, and customer service related to air travel. They typically work for airlines, travel agencies, or cargo companies, assisting customers with flight reservations, changes, cancellations, and information about schedules and fares. Air Agents may also handle special requests, coordinate group travel, and ensure compliance with travel regulations. Their role is vital in ensuring a smooth travel experience for passengers and efficient cargo movement for businesses.
More about Air Agent jobs
What cities are hiring for Air Agent jobs? Cities with the most Air Agent job openings:
What states have the most Air Agent jobs? States with the most job openings for Air Agent jobs include:
What job categories do people searching Air Agent jobs look for? The top searched job categories for Air Agent jobs are:
Air Agent jobs near you
Infographic showing various Air Agent job openings in the United States as of July 2026, with employment types broken down into 95% Full Time, 3% Part Time, and 2% Contract. Highlights an 92% Physical, 1% Hybrid, and 7% Remote job distribution.

Group Air Agent - Dedicated

ADTRAV Travel Management

Atlanta, GA • Remote

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 7 days ago

ADTRAV rating

7.8

Company rating: 7.8 out of 10

Based on 6 frontline employees who took The Breakroom Quiz

7th of 11 rated travel agencies

Job description

ADTRAV Travel Management, founded in 1977, has over four decades of experience in managing corporate, government, vacation, group, meetings, and incentive travel programs across the United States. We have experienced steady growth throughout our history and are currently ranked as one of the top business travel management companies in the country.

ADTRAV is seeking a Group Air Agent - Dedicated to focus on group air travel reservations for ADTRAV on a dedicated account. The position will be responsible for organizing, booking, ticketing, and generating reports for multiple groups simultaneously and providing high touch, white glove service. They will also act as liaison for the dedicated account and work with leadership on negotiating group air contracts and discounts.

Essential Duties and Responsibilities include the following:

  • Book and ticket air travel for groups up to 4,000 travelers on a dedicated account, which includes organizing manifests, booking, ticketing, reporting, and making changes as needed.
  • Be responsive to travelers and clients throughout the booking process.
  • Follow up with clients regarding travel plans and adjust as needed.
  • Utilize Sabre to book and issue airline reservations, accurately and efficiently.
  • Maintain sufficient account knowledge to assist clients without delay.
  • Research and coordinate airline contracts, in conjunction with the leadership team.
  • Work with leadership to manage group blocks, attrition, and utilization.
  • Check queues daily to ensure accuracy and that all issued tickets are complete.
  • Act as a liaison for dedicated group air account.
  • Meet all KPIs as required for the position and outlined by management (e.g., productivity, transactions, errors, SLAs), including maintaining consistent attendance and adherence to the schedule.
  • Communicate with airlines on flight changes, seating, and upgrades and provide updates to the client as needed.
  • Document all information in the CRM and other tools as required.
  • Utilize various applications, including GDS, online booking tools, and various internal applications.
  • Follow ADTRAV policies, procedures, and approved workflows on how to service travelers.
  • Provide excellent customer service in every interaction with travelers. Show empathy and be able to identify and solve traveler issues.
  • Communicate effectively with other agents and employees to solve problems, gather information, and service travelers.
  • Become knowledgeable in ADTRAV's industry and customer base.
  • Participate in ongoing training to continuously build knowledge and skills in the industry.
  • Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
  • Adhere to company policies and procedures.
  • Other duties as assigned.

Qualifications:

  • High school diploma or equivalent required.
  • At least 2 years experience as a group booking and ticketing agent; complex international experience a plus, in both geographical locations and rate structures.
  • Experience working with VIP clients and providing high touch, white glove service.
  • Experience contracting and issuing block space preferred.
  • Strong knowledge and experience with GDS systems; Sabre required, Amadeus a plus. Proficient with Sabre pricing to include phases.
  • Highly knowledgeable of city, airline, hotel, and car rental codes.
  • Working knowledge and proficiency in Fly America, Open Skies, and federal travel regulations.
  • Strong computer and typing skills, which includes the ability to navigate quickly between programs and using shortcut keys.
  • Demonstrated experience learning and using technology, and ability to use multiple applications and monitors at one time.
  • Ability to consistently deliver excellent customer service, internally and externally.
  • Proficient with Microsoft Office suite (Outlook, Word, Excel, Teams).
  • Experience using CRM to enter and track activities.
  • Excellent English written and verbal communication skills.
  • Excellent listening skills; able to listen to and respond to the traveler’s needs and clarify as needed.
  • Strong attention to detail with emphasis on accuracy and quality.
  • Highly self-motivated and able to manage multiple tasks and groups in a fast-paced environment and with minimal supervision.
  • Excellent time-management and organizational skills, with a proven ability to meet deadlines and work well under pressure.
  • Strong organizational and problem-solving abilities.
  • Ability to communicate ideas and concepts clearly and concisely, while also being open to receive feedback and direction as needed.
  • Able to present a professional and positive demeanor with internal and external customers/clients and work cooperatively.
  • Ability to work remotely and meet the company home-office requirements.
  • Able to sit and work at a computer for extended periods of time, without leaving the work area.
  • Able to work a schedule that falls between Monday-Friday, 7am-7pm CT. Able to work overtime and some weekends and holidays as needed.
  • Be able to successfully attend and pass new hire and department specific training.
  • Able to maintain confidentiality of company and client information.
  • Able to successfully pass a credit, criminal, and/or employment reference background check.

The pay range for this position is $25-$26/hour; we may consider pay outside this range. Pay is based on experience booking group travel and working with VIP travelers. ADTRAV offers a competitive benefits package that includes medical, dental, vision, life, disability, Flexible Spending Accounts, 401(k), and PTO.

ADTRAV Corporation an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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