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Reservation and Ticket Agents

Work Environment

Reservation and ticket agents generally work 40 hours per week. Those working in reservations typically work in cubicles with their own computer terminals and telephone headsets. They are often on the telephone and behind their computers all day long. Conversations with customers and computer activity may be monitored and recorded by their supervisors for evaluation and quality reasons. Agents might also be required to achieve sales or reservations quotas. During holidays or when special promotions and discounts are being offered, agents are especially busy. At these times or during periods of severe weather, passengers may become frustrated. Handling customer frustrations can be stressful, but agents must maintain composure and a pleasant manner when speaking with customers.

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