Airline Customer Service Agent
What is the work like?
Airline customer service agents make sure that passengers and their luggage board the correct aircraft safely and on time. They can also be known as passenger service agents or check-in assistants.
As an airline customer service agent you would typically work for an individual handling agent on behalf of an airline.
Your duties could include:
- dealing with passenger enquiries about flight departures and arrivals
- checking passengers in
- allocating seat numbers
- issuing boarding passes and luggage labels
- advising passengers about restrictions on luggage contents
- weighing baggage and taking any excess charges
- escorting passengers to and from aircraft
- taking special care of people with special access needs, and unaccompanied children
- calming and reassuring nervous passengers.
You may sometimes help passengers through immigration and customs or escort passengers who have night flight connections. You could also specialise in different areas of airport work, such as computer control.
What qualifications and experience will employers look for?
There are no fixed entry requirements for becoming an airline customer service agent, although many employers may ask you for GCSEs (A-C) in subjects like English and maths, or equivalent qualifications. Some employers may also ask you to take a medical test.
Employers might also look for:
- previous experience of working in a customer service role
- the ability to speak a foreign language
- candidates who live near the airport, have their own transport or good access to public transport.
The last point can often be an important factor because you would be expected to start work on shifts, which are often outside normal public transport hours.
See GoSkills for more details about airline careers.
What further training and development can I do?
Your initial training programme would normally last around four to eight weeks, and cover:- basic procedures
- familiarisation with the airport
- security training
- emergency and evacuation procedures
- using the public address system
- manual handling.
This may be followed by further on-the-job training which could include shadowing existing staff. You employer may also ask you to complete a first aid certificate.
As an airline customer service assistant, you could work towards one of several relevant qualifications, such as:
- NVQ Level 2 in Providing Aviation Operations on the Ground
- NVQ Level 3 in Co-ordinating Aviation Operations on the Ground
- Edexcel (BTEC) Level 3 National Award, Certificate and Diploma in Airline and Airport Operations
- NCFE Level 2 Certificate for Airport Passenger Service Agents.
Other qualifications you could take include the NVQ in Customer Service.
Where can I go for more information?
Concorde HouseTrinity Park
Solihull
Birmingham
B37 7UQ
Tel: 0121 635 5520
Related profiles...
What salary and other benefits can I expect?
- New customer service agents can earn between £10,000 and £14,000 a year.
- Experienced customer service agents can earn from £15,000 to £20,000 a year.
You may receive extra allowances for working overtime and unsocial hours, as well as for special skills such as foreign languages. Some airlines provide subsidised travel after a qualifying period.
Figures are intended as a guideline only.
What are the hours and working conditions?
Airports operate long hours, so you would normally work to a shift pattern.
You would be based behind a check-in desk for the majority of your time. Smart dress is expected and your company would provide you with a uniform.
What skills and knowledge will I need?
- good 'people' skills and an enjoyment of working with the public
- strong written and spoken communication skills
- a good level of fitness
- a patient and reassuring manner
- a polite and professional approach
- the ability to deal tactfully with upset or angry passengers
- teamworking skills.
What opportunities are there?
You can find jobs advertised on most handling agents and major airlines' websites. A comprehensive list of airlines can be found on the International Air Transport Association site under the membership section. You can also find contact details of 71 UK airports on the Airport Operators Association website.
You could also check your local press, job centres and recruitment agencies.
You may be able to progress to a management position, for example flight dispatcher, which involves overseeing all aspects of aircraft turnarounds. Another option is to move into other areas of airport operations or train to become part of air cabin crew. See the related profiles for details.
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