Often thankless, but great benefits, and job security
Reservations Agent (Current Employee) – Winston-Salem, NC – July 13, 2018
Being an airline reservation agent is a mixed bag. There really aren't incentives to do a great or a bad job. Though perhaps well intentioned, the upper management gives little personal attention. Blanket emails of thanks extend to all employees, making them meaningless for individual job performance. You can be rude or polite to customers, the difference only matters to you and your state of mind.
There are certainly positives as well, but they're more general and widespread. Travel benefits, matching 401k's, insurance, and job stability.
These aren't small matters in the slightest. It's just tough to really feel rewarded for a job well done. And, though 90% of customers are pleasant and understanding, many are especially brave on the phone.
I don't think these statements apply only to American Airlines, though I'm not privy to what goes on in each company. People are often in tough situations, and often, the person on the other end of the line feels the brunt of frustation.
Not a job for everyone, but like every other job, you have to know what you signed up for.
Travel, benefits, job security
Every minute documente, drone like, lack of incentives, very thankless at a personal level