How to become a passenger services agent

Official title: Passenger services agent

Also called: Air hostess (ground), Airline customer service agent, Airline ticket agent, Airport check-in agent, Airport hostess, Airport reception clerk, Airport receptionist, Ground hostess (airport), Harbour check-in agent, Harbour receptionist, Customer Services Agent, Customer Services Officer

Passenger services agent provides assistance to customers at check-in counters. He/she performs passenger check-in, verifies documents, distributes and collects gate passes. He/she also facilitates premier services, escorts passengers to transit lounge and handles VIPs. He/she resolves passenger issues and assists passengers with reduced mobility or those who require special assistance. He/she also issues meal vouchers and inter-connection tickets, arranges transport to and from hotel or accommodation and assists in return bookings of passengers. He/she may allocate seats in aircraft or vessel.

Main tasks

• Receiving and welcoming visitors, guests or clients
• Answering inquiries about goods, services, and policies and providing information about their availability, location, price and related issues
• Identifying requirements and entering events into a computer system
• Referring complex enquiries to team leaders or expert advisers
• Recording information about enquiries and complaints

Ways in

• Polytechnic or ITE: ITE course (Nitec or Higher Nitec). Related ITE courses: Higher Nitec in Passenger Services. Peernovo matched these from course names; ITE does not publish which jobs each course leads to.

Pay · Outlook · AI and this job

• Median pay: $30,840 a year. The middle half earn $18,000 to $42,528 a year.
• Generative AI could change many tasks in this job, which usually reshapes the work more than it replaces it, by the ILO's global estimate.

Related jobs

• Medical/Dental receptionist
• Receptionist (general)
• Hotel receptionist
• Customer service officer/clerk
• Contact centre information clerk
• Hotel executive

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Questions people ask

How do I become a passenger services agent?

Ways in include: ITE course (Nitec or Higher Nitec).

How much does a passenger services agent earn in Singapore?

Median full-time pay is $30,840 a year (Ministry of Manpower (via data.gov.sg)). The middle half earn $18,000 to $42,528.

Will AI change the work of a passenger services agent?

Generative AI could change many tasks in this job, which usually reshapes the work more than it replaces it, by the ILO's global estimate.

Sources

• Ministry of Manpower (via data.gov.sg): Resident Occupational Wages (Occupational Wage Survey) (June 2024 (data.gov.sg update 2026-04-01)), Singapore Open Data Licence v1.0, retrieved 4 October 2026
• International Labour Organization, Generative AI and Jobs: A Refined Global Index of Occupational Exposure (ILO Working Paper 140, Gmyrek et al.) (ILO Working Paper 140, May 2025, Annex Table A1), CC BY 4.0, retrieved 4 October 2026

Updated 4 October 2026