Top 12 Passenger Service Agent Skills to Put on Your Resume

In the unpredictable churn of airport life, a Passenger Service Agent keeps the whole journey stitched together. The role sits at the junction of customer care, on-time performance, and safety. Put the right skills on your resume and you signal poise under pressure, savvy with systems, and the calm to guide people when plans wobble.

Passenger Service Agent Skills

1. Amadeus
2. Sabre
3. Check-in
4. Boarding
5. Baggage
6. Reservations
7. Galileo
8. Multilingual
9. Customer Service
10. Conflict Resolution
11. Safety Procedures
12. Communication

1. Amadeus

Amadeus is a global travel platform used by airlines and airports for reservations and departure control. For Passenger Service Agents, it’s the backbone for ticketing, seat assignments, check-in, reissues, and boarding management—often through Altea DCS at the counter or the gate.

Why It's Important

It centralizes booking, check-in, and operational data so you move fast, fix problems on the fly, and keep flights flowing. Less fumbling, fewer errors, smoother queues.

How to Improve Amadeus Skills

Sharpening Amadeus skills comes down to repetition, system fluency, and speed:

1. Official training: Complete foundational and advanced modules. If your airline offers an Altea DCS simulator, use it often.

2. Muscle memory: Drill common entries and formats until they’re instinctive. Shortcut keys save precious seconds.

3. Scenario practice: Irregular ops, reissues, involuntary changes, interline connections—rehearse tricky cases end to end.

4. Release notes: Track product updates and new flows so you’re never surprised at the counter.

5. Peer feedback: Shadow a high performer, compare approaches, and review error logs to spot patterns.

Faster inputs, cleaner records, happier passengers. It compounds.

How to Display Amadeus Skills on Your Resume

2. Sabre

Sabre is a major computer reservation system used across airlines and agencies. Agents rely on it to manage bookings, fare quotes, exchanges, seat maps, and day-of-travel support.

Why It's Important

Because it puts the itinerary, the rules, and the options at your fingertips. When plans change, you can pivot fast and keep people moving.

How to Improve Sabre Skills

Build speed and accuracy, then layer in problem-solving:

1. Keyboard fluency: Increase typing speed and precision to cut handling time.

2. Command mastery: Memorize core queries and transaction flows you touch daily.

3. Scripts and templates: Use approved scripts to reduce repetitive keystrokes and errors.

4. Edge cases: Practice exchanges, schedule changes, and involuntary reroutes until they feel routine.

5. Ongoing learning: Track system updates and refresh training regularly.

The payoff shows up at the gate when the line gets long.

How to Display Sabre Skills on Your Resume

3. Check-in

Check-in confirms a traveler’s identity and documents, tags bags, assigns seats, and issues boarding passes—face to face or via kiosks and mobile.

Why It's Important

It sets the tone for the journey and the timeline for the flight. Good inputs here prevent messy fixes later.

How to Improve Check-in Skills

1. Streamline the flow: Guide passengers toward self-service when possible, then resolve exceptions quickly at the desk.

2. Document confidence: Verify visas, transit rules, and entry requirements without hesitation.

3. Tech readiness: Be fluent with kiosks, mobile passes, biometrics, and bag-drop hardware.

4. Clear wayfinding: Crisp signage and direct instructions cut repeat questions and crowding.

5. Feedback and fixes: Capture common pain points and push small process changes that remove friction.

How to Display Check-in Skills on Your Resume

4. Boarding

Boarding is the choreography of getting every passenger onto the aircraft, seated, and ready—on schedule and safely.

Why It's Important

It protects on-time performance and safety. Done well, the cabin settles quickly and departures hold firm.

How to Improve Boarding Skills

1. Prep hard: Equipment, scanners, seat maps, standbys, special service requests—set everything before you call Group 1.

2. Crisp announcements: Short, specific, repeatable. Boarding groups, aisle guidance, carry-on rules—no fluff.

3. Smart sequencing: Preboard mobility and families, then zone efficiently to reduce aisle congestion.

4. Enforce consistently: Carry-on sizing, seat assignments, and documentation—fair and firm.

5. Close-out discipline: Final counts, no-shows, bag reconciliation, standby clears—tight and timely.

Everything gets easier when the first five minutes go right.

How to Display Boarding Skills on Your Resume

5. Baggage

Baggage covers acceptance, tagging, screening, loading, tracing, and return. Bags are personal; emotions run hot when they go missing.

Why It's Important

Because mishandled baggage dents trust and schedules. Solid processes keep lines short, belts flowing, and passengers calm.

How to Improve Baggage Skills

1. Track relentlessly: Use RFID or scan discipline at every handoff. Aim for IATA Resolution 753 compliance.

2. Tag smart: Verify routing, interline tags, priority markers, and special items every time.

3. Coach passengers: Clear guidance on size, weight, batteries, and restricted items prevents rework.

4. Expedite exceptions: Lost-and-found, rush bags, damage reports—log accurately and set honest expectations.

5. Tighten the loop: Share root causes with ramp and check-in teams; fix the upstream steps that create repeats.

How to Display Baggage Skills on Your Resume

6. Reservations

Reservations involve building and maintaining itineraries, applying fares and rules, assigning seats, and issuing or reissuing tickets when plans shift.

Why It's Important

Clean records keep journeys stable. When the schedule moves, accurate PNRs let you recover quickly.

How to Improve Reservations Skills

1. Know your system: Be fluent in the airline’s CRS/GDS for booking, pricing, and exchanges.

2. Explain clearly: Fare rules, change fees, baggage allowances—translate jargon into plain language.

3. Stay current: Monitor policy, fare, and schedule changes so advice stays accurate.

4. Personalize: Note preferences and special needs; reduce surprises later.

5. Rescue options: Hold alternates in mind—reroutes, protection, interline choices—before offering solutions.

How to Display Reservations Skills on Your Resume

7. Galileo

Galileo, part of Travelport’s GDS family, supports bookings for flights, hotels, and cars. Many stations still use it or its modern front end (such as Smartpoint) for day-to-day servicing.

Why It's Important

It enables quick search, pricing, and itinerary management, helping you manage queues and changes without drama.

How to Improve Galileo Skills

1. Master the basics: Core entries, displays, seat maps, fare rules—know them cold.

2. Use shortcuts: Function keys and macros shave minutes across a shift.

3. Practice live-like: Train in a sandbox environment; rehearse exchanges and schedule changes repeatedly.

4. Keep updated: Follow internal bulletins about new features and procedural tweaks.

5. Share tips: Swap best practices with colleagues; small tricks add up.

How to Display Galileo Skills on Your Resume

8. Multilingual

Speaking multiple languages breaks barriers at the counter and the gate. Tense moments loosen when people hear their own words echoed back.

Why It's Important

It reduces misunderstandings, speeds resolution, and builds trust with international passengers—vital when time is tight.

How to Improve Multilingual Skills

1. Daily practice: Short, frequent sessions beat marathon study. Apps like Duolingo or Babbel help build rhythm.

2. Industry vocabulary: Focus on travel terms, safety phrases, and documentation language first.

3. Language exchange: Practice with native speakers—colleagues, meetups, or online partners.

4. Media immersion: Movies, podcasts, announcements—train your ear for accents and speed.

5. Feedback: Invite corrections; refine pronunciation and phrasing rapidly.

How to Display Multilingual Skills on Your Resume

9. Customer Service

Customer service spans check-in, ticketing, reroutes, special assistance, and every question in between. It’s how stress gets lowered and journeys rescued.

Why It's Important

Great service turns disruptions into loyalty. It also keeps lines moving and tempers cool.

How to Improve Customer Service Skills

1. Active listening: Let people finish. Reflect back what you heard. Confirm before acting.

2. Plain speech: Skip jargon. Short sentences, direct instructions.

3. Solution focus: Offer options, set clear expectations, then follow through.

4. Empathy: Acknowledge the hassle. Tone matters as much as the fix.

5. Knowledge depth: Policies, fees, baggage rules, special service flows—know them without checking.

6. Close the loop: Ask if anything else is needed. Small courtesy, big impact.

How to Display Customer Service Skills on Your Resume

10. Conflict Resolution

Conflict resolution means hearing the complaint, de-escalating, and finding an outcome that aligns with policy and still feels human.

Why It's Important

Airports amplify stress. Skilled resolution protects safety, operations, and the passenger experience.

How to Improve Conflict Resolution Skills

1. Listen first: No interruptions. Identify the real issue beneath the noise.

2. Show empathy: Name the frustration. It lowers defenses.

3. Be clear: State rules and options simply. Avoid hedging.

4. Offer choices: When possible, give two viable paths. Control calms people.

5. Follow up: Confirm the resolution and next steps. Document brief notes for continuity.

How to Display Conflict Resolution Skills on Your Resume

11. Safety Procedures

Safety procedures are the playbook for emergencies, security, dangerous goods, and day-to-day compliance with aviation regulations.

Why It's Important

It protects passengers and staff, satisfies regulators, and prevents small issues from turning into serious events.

How to Improve Safety Procedures Skills

1. Train continuously: Regular refreshers on emergency actions, dangerous goods, and disability assistance requirements.

2. Drill realistically: Practice evacuations, medical scenarios, unruly passengers, and security escalations.

3. Know the rules: Align with ICAO and IATA standards, and local authority regulations (such as FAA, EASA, TSA).

4. Tidy documentation: Accurate incident reports and handovers improve both safety and accountability.

5. Clear channels: Simple, fast ways to report hazards or near-misses. Reward speaking up.

6. Audit and adapt: Review findings, fix root causes, and verify the fix sticks.

How to Display Safety Procedures Skills on Your Resume

12. Communication

Communication is the tight loop between agents, passengers, ramp, crew, and control. Clarity keeps operations smooth.

Why It's Important

It prevents mistakes, reduces rework, and keeps everyone aligned when time is short.

How to Improve Communication Skills

1. Active listening: Full attention, brief summaries, and confirmation questions.

2. Concise speech: Short sentences. One instruction at a time. Prioritize what matters now.

3. Nonverbal cues: Open posture, steady tone, eye contact—confidence without edge.

4. Empathy under stress: A calm voice can reset the mood of a line.

5. Feedback habit: Ask teammates for quick notes on your announcements and desk-side explanations.

6. Consistency: Use standard phrasing for critical instructions to avoid mixed messages.

How to Display Communication Skills on Your Resume