Airport Information Assistant
What is the work like?
As an airport information assistant, you would help and support passengers in the airport terminal, dealing with requests for information and keeping passengers updated on changes to flights.
Your duties would include:
- giving out up-to-date information on flights and services
- directing passengers around the airport, for example to the right departure gate
- answering telephone enquiries
- making announcements on the public address system
- handling complaints
- updating and monitoring a computerised flight information system.
Most of your time would be spent at the information desk in the main concourse working as part of a small team.
In smaller airports your duties may also include:
- exchanging currency
- booking hotels and car hire
- dealing with lost property.
What qualifications and experience will employers look for?
Most employers would expect you to have a good general standard of education, including GCSEs (A-C) in English and maths, or equivalent qualifications. You would usually need to be over 18 to comply with shift work regulations.
Employers might also look for:
- previous experience of working in a customer service role
- fluency in at least one foreign language (especially French and German)
- candidates who live near the airport, have their own transport or good access to public transport.
You could get into this work on a temporary or seasonal contract before applying for a permanent position.
You may be able to get into this job through an Apprenticeship scheme. The range of Apprenticeships available in your area will depend on the local jobs market and the types of skills employers need from their workers. For more information on Apprenticeships, visit www.apprenticeships.org.uk
What further training and development can I do?
Once working as an airport information assistant, you would usually join a structured, in-house training programme. This would involve practical exercises, videos and presentations covering:
- familiarisation with the airport
- emergency and evacuation procedures
- using the public address system
- managing computerised flight information.
You could also work towards vocational qualifications such as:
- NVQ Level 2 in Providing Aviation Operations on the Ground
- NVQ Level 3 in Co-ordinating Aviation Operations on the Ground.
Where can I go for more information?
4 Hamilton PlaceLondon
W1J 7BQ
Tel: 020 7670 4300
Trinity Park
Solihull
Birmingham
B37 7UQ
Tel: 0121 635 5520
Alternatively, you can visit our website at: www.direct.gov.uk/careersadvice
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What salary and other benefits can I expect?
- New starters could earn from £11,000 to £14,000 a year.
- With experience and extra responsibility this could rise to between £17,000 and £24,000 a year.
Figures are intended as a guideline only.
What are the hours and working conditions?
Information desks are usually staffed 24 hours a day and you would typically work shifts on a rota. Part-time hours may also be available.
Airports are often busy, crowded and noisy. You would deal with a wide range of enquiries and may need to use your initiative in certain situations. For example, you may have to help passengers who do not speak English, or help to reunite parents with a lost child.
What skills and knowledge will I need?
- excellent communication skills
- the ability to respond quickly and efficiently to customer requests
- tact and diplomacy to deal with difficult situations
- the ability to work within a team
- good computer skills
- smart appearance.
What opportunities are there?
As an airport information assistant you could work directly for an airport, or for an airline operating within a particular airport. According to GoSkills, the Sector Skills Council for transport, there is a high concentration of jobs in London and the south-east due to the presence of major airports such as Heathrow.
You may find the following links useful for job vacancies and general reading: (links open in a new window)
British Airways Jobs
Royal Aeronautical Society Recruitment
List of airlines operating from British airports (industry info)
We do not accept responsibility for the content of external sites.
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