Airport information assistant

Airport information assistants help passengers in airports.

In this guide

What you'll do

Day-to-day tasks

As an airport information assistant, you could:

  • give out flight information over a public address system
  • direct passengers around the airport
  • answer passenger queries face to face, on the phone and online
  • help passengers to check in
  • support people who need assistance around the terminal
  • handle feedback and complaints
  • update and monitor flight information systems
  • exchange currency for passengers

Working environment

You could work at an airport.

Your working environment may be crowded.

You may need to wear a uniform.

Career path and progression

After gaining experience, you could go on to be a customer service supervisor or manager in an airport.

What it takes

Skills and knowledge

You'll need:

  • customer service skills
  • the ability to work well with others
  • patience and the ability to remain calm in stressful situations
  • excellent verbal communication skills
  • the ability to accept criticism and work well under pressure
  • to be flexible and open to change
  • sensitivity and understanding
  • active listening skills
  • to be able to use a computer and the main software packages competently

Restrictions and Requirements

You'll usually need to be over 18 to meet shiftwork regulations.

You'll normally need your own transport to get to and from the airport, as public transport may not cover all of your shift times.

Most relevant

  • English Language - Airport information assistants communicate with passengers constantly – giving directions, answering queries, handling complaints, and making announcements over public address systems. Being able to speak and write clearly and adapt your language for different people is essential in this role.
  • Modern Foreign Languages - Airport information assistants work with travellers from all over the world, many of whom may not speak English fluently. Being able to communicate in other languages helps them assist passengers, resolve problems, and provide a better experience at the airport.

Also relevant

  • Business - Airport information assistants work within a customer service environment where understanding how businesses operate is useful. Knowledge of customer service principles, handling complaints professionally, and how airports function as commercial operations all connect to what you learn in business studies.
  • Geography - Airport information assistants deal with flights to destinations around the world and help passengers navigate the airport. Understanding global locations, time zones, and how transport networks connect helps them answer passenger queries confidently.
  • Mathematics - Airport information assistants may need to exchange currency for passengers, which involves working with exchange rates and quick mental arithmetic. They also work with flight schedules, times, and gate numbers, where accuracy with numbers matters.
  • Psychology - Airport information assistants regularly deal with stressed, anxious, or frustrated passengers – for example, those who have missed flights or are confused by the terminal layout. Understanding how people behave under pressure and how to respond with empathy helps them calm situations and provide effective support.

How to become

You can get into this job through:

  • a college course
  • an apprenticeship
  • working towards this role
  • applying directly

You could take a college course in customer service or aviation operations, which will give you some of the skills and knowledge needed for this role.

Entry requirements

Entry requirements for these courses vary.

More Information

You can apply to do an Aviation Customer Service Operative Level 2 Intermediate Apprenticeship, or Customer Service Practitioner Level 2 Intermediate Apprenticeship.

Entry requirements

You'll usually need:

  • some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship

More Information

You could find work on a temporary or seasonal contract in an airport before being offered a permanent position.

You can apply directly to become an airport information assistant. Most employers will expect you to have a good standard of general education, including GCSEs at grades 9 to 4 (A* to C) in English and maths, or equivalent qualifications.

Career tips

Experience in customer service would give you an advantage when looking for work. Foreign language skills might also be useful for some jobs.

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