Airline customer service agent
Airline customer service agents make sure passengers and their luggage are checked in correctly and board their flights at the right time.
What you'll do
Day-to-day tasks
As an airline customer service agent, you could:
- help passengers with self-serve or assisted check in procedures
- deal with passenger flight queries
- verify travel documents and provide boarding passes
- weigh luggage and collect any excess weight charges
- take care of children travelling alone, VIPs and people who need assistance
- handle business lounge or meeting room bookings and catering requirements
- assist passengers during delays, disruptions or emergency procedures
- prepare flight paperwork and enter information into a computer or tablet
Working environment
You could work at an airport.
Your working environment may be crowded and physically active.
You may need to wear a uniform.
Career path and progression
With experience, you could move into a customer service team leader role, or a management position, either in an airport or with an airline's customer contact centre.
You could also work in other areas of airport operations, or train to become a cabin crew member.
What it takes
Skills and knowledge
You'll need:
- customer service skills
- to be thorough and pay attention to detail
- the ability to work well with others
- sensitivity and understanding
- patience and the ability to remain calm in stressful situations
- the ability to accept criticism and work well under pressure
- excellent verbal communication skills
- active listening skills
- to be able to use a computer and the main software packages confidently
Restrictions and Requirements
You'll need to:
- pass security checks
You may find it useful if you can speak a second language for some jobs.
Some employers may prefer you to live near the airport or have your own transport. This is because shifts may be at times when public transport is limited.
How to become
You can get into this job through:
- a college course
- an apprenticeship
- applying directly
You could take a college course to learn some of the skills and knowledge you need in this job.
Relevant courses include:
- customer service
- aviation operations
- travel and tourism
Entry requirements
Entry requirements for these courses vary.
More Information
You could apply to do an apprenticeship at an airport, for example:
- Aviation Customer Service Operative Level 2 Intermediate Apprenticeship
- Customer Service Practitioner Level 2 Intermediate Apprenticeship
- Customer Service Specialist Level 3 Advanced Apprenticeship
These take around 1 year to complete and combine on-the-job training and time spent with a learning provider.
Entry requirements
You'll usually need:
- some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship
- 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship
More Information
You can apply for jobs directly if you have customer service experience, for instance from working in a shop, bank, travel agency or contact centre.
Employers might also expect you to have:
- GCSEs, including maths and English, or equivalent qualifications
- good communication skills
- IT skills
- a friendly personality
Career tips
You'll find information about jobs and careers in airline customer service by:
- checking the careers sections of airport websites
- applying to airlines or companies that supply support services to airports
- applying to recruitment agencies that hire customer service agents
There are likely to be more jobs advertised in the run-up to the summer season and other busy holiday periods.
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External links
This page contains public sector information licensed under the Open Government Licence v3.0.