Airline customer service agent

Airline customer service agents check-in passengers and luggage for flights. They make sure that passengers and luggage are all on the right flight. The work could also involve dealing with passenger enquiries and issuing seat numbers.

Also known as:

• Passenger check-in agent
• Check-in agent

Work activities

Airline customer service agents carry out a range of tasks in airports. Your main duty would be to make sure all passengers and luggage are checked-in on to the right flight. At the check-in desk, you’d meet and greet passengers and check-in their luggage. The luggage will have to be weighed to see if it is heavier than the airline allows for the flight. If it is too heavy, you’ll have to charge the passenger an excess fee. Before issuing boarding instructions, you’d ask passengers some security questions. The most common question is whether the passenger has packed their luggage by themselves, or has someone else done it for them.

Most people check in online, so you might also work at boarding gates. Here, you’d be checking boarding cards and also making any announcements about the flight. This could be something like if there has been a delay or if the flight is ready to board. In this job, you’d have to wear a uniform.

Personal qualities and skills

To do this job well, you’ll need:

• To be flexible and willing to work unsocial hours.
• Excellent communication skills.
• The ability to work well under pressure.
• IT skills for dealing with the computerised check-in systems.
• To be able to cope with difficult passengers and remain calm.
• Number skills for calculating excess baggage charges.

Some experience of handling cash and credit card transactions would be useful. Fluency in foreign languages (especially French, Spanish, and German) could help you get into this job. You’ll probably need a driving licence and some employers will expect you to live near the airport. This usually means living within one hour’s travel of the airport.

The following future skills shortages have been identified:

• Customer service skills
• Communication skills
• IT skills
• Safety/accident management skills.

Pay and opportunities

The pay rates given are approximate. Airline customer service agents earn in the range of £15,000 a year, rising to around £25,000 a year. You can earn more with seniority and service.

Most airline customer service agents work a basic 36-38-hour week. Shift work and work at weekends and public holidays is normally required.

Many employers report a high turnover of staff so demand is steady. However, there is competition for places as aviation is a popular industry to work in.

Airline customer service agents are employed by handling agents or by airlines. They work at airports throughout the UK. Some customer service agents work behind the scenes and deal with phone and email enquiries. Some employers will expect you to live near the airport. This usually means living within one hour’s travel of the airport.

Where are vacancies advertised?

Vacancies are advertised on all the major job boards, and on the Government’s Find a Job service. Vacancies may also be advertised on airline and handling agent websites.

Entry routes and training

To get into this job, you’ll usually need some GCSEs, or equivalent. Useful subjects include:

• Modern foreign languages
• Leisure and tourism
• Hospitality.

City & Guilds runs various courses for people interested in this career. There are also various relevant BTECs available.

Alternatively, you could do a level 2 (intermediate) apprenticeship in the role of aviation customer service operative.

Fluency in foreign languages (especially French, Spanish, and German) could help you get into this job.

Training usually covers things such as:

• Familiarisation of the airport.
• How to use a public address system.
• Immigration and customs procedures.
• Health and safety.
• Excess baggage charges.

There will also be further training on-the-job. Some companies will ask that you have a Disclosure and Barring Service (DBS) check. You may also need a General Security Awareness Training (GSAT) Certificate which is offered by a wide range of providers.

If you were promoted in this job, it’d usually be to senior agent and then into higher supervisory roles.

Qualifications

If you wish to enter this career through an apprenticeship, you will need GCSEs in English and maths, although you may be able to complete these alongside your programme.

Adult opportunities

Age limits: It is illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

Previous work experience in dealing with the public is helpful, especially if gained in the aviation industry. Fluency in foreign languages (especially French, Spanish, and German) can be an advantage in certain posts.

Related careers

• Airport information assistant
• Flight attendant
• Flight dispatcher
• Hotel receptionist
• Travel adviser
• Travel agency manager