Abstract
Airline reservations agents are people tasked with the duties of handling customer inquiries, booking flights and hotel rooms for them, especially for long distant travel. As such, such people are supposed to be highly trained as far as customer service and their individual tasks are concerned. For this reason, JetBlue Airways has employed new 30 airline reservations agents. In order to tackle their tasks effectively, these agents are required to undergo thorough training on the duties of reservations agents. This paper, therefore, provides a training schedule for JetBlue Airways’ reservations agents.
Program title
Airline Reservations Agents Training Schedule.
Objectives of the lesson
To equip the reservations agents being trained with numerous skills, expertise, and knowledge required to handle clients efficiently.
Preparation required
Physical environment
The training will take place at JetBlue Airways training hall, where all trainees are expected to assemble as early as 7 o’clock.
Equipment environment
The company will provide training equipment such as computers, phones, travel manuals for the trainees to familiarize themselves with what is expected of them.
Trainees
The training will include 30 newly recruited reservations agents.
Background
Airline reservations agents are personnel tasked with the duty of booking schedules and flights for passengers. Often, the agents only make contact with the clients through the phone. At the central offices of any airline company, the reservations agents sit behind computer terminals with their headsets on ready to take any inquiry calls from clients from different parts of the world (Beckmann, 2008). Levine and Buegler (2002) point out that the reservations agents often carry their tasks on a rotational basis considering that airlines serve wide areas. The reservations agents are concerned with the travel details of the customers such as the time when the customer wants to fly, as well as their specific destination. After obtaining such information, the agents use particular codes to establish the availability of any flight and space that suits such a customer (Tamal & Taylor, 2008). If any space is available, the screen will display the fares and flight numbers. For a case whereby the chosen flights are full, the airline reservations agent ought to provide alternative flights to the customer. In this lesson plan, the focus is on JetBlue Airways, which wishes to develop a training schedule for its new 30 reservations airline agents.
JetBlue Reservation Agents Training schedule
References
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