Airline Customer Service Agent

Introduction
Airline Customer Service Agents check-in passengers and luggage for flights.
You will make sure that passegers 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
Airline/Airport Passenger Service Assistant

Work Activities
As an Airline Customer Service Agent, you will 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 will 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 will have to charge the
passenger an excess fee.

Before issuing boarding instructions, you would ask passengers some security questions. The most common
questions are:

whether the passenger has packed their luggage by themselves?

has someone else done it for them?
are there any sharp objects such as knives or needles in the luggage?
are there any explosives in the luggage?

As well as working at the check-in desk, you might also work at boarding gates. Here, you would 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 might need to wear a uniform.

Being able to read, write and speak Welsh may be an advantage when you’re looking for work in Wales.

Personal Qualities and Skills

To become an Airline Customer Service Agent, you will 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 dealing with credit card transactions would be useful. Fluency in foreign

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 languages (especially French and German) could help you get into this job.

You will 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.

Pay and Opportunities

Pay

The pay rates given below are approximate.

Starting: £18,000 - £20,000

With experience: £21,500 - £24,500
Senior Airline Customer Service Agents earn £28,000 - £34,000

Hours of work

Most Airline Customer Service Agents work 40 hours a week. Shift work and work at weekends and public holidays is
normally required.

Where could I work?

Airline Customer Service Agents are employed by Handling Agents or by airlines. You work at airports throughout the
UK.

Some Airline 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, on Find a Job, and at Jobcentre Plus.

Vacancies may also be advertised on airline and handling agent websites.

Entry Routes and Training

Entry routes

To get into this job, you'll usually need some GCSEs, or equivalent.

Some people get into this job from an aviation operations on the ground Intermediate Level Apprenticeship. Take a
look at our information article 'Apprenticeships – How do I apply', for more details about applying for apprenticeship
positions.

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

Training

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

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 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.

The General Security Awareness Training (GSAT) certificate is an EU and DfT leglislation that states that all airport
staff are required to pass this certificate to work in the aviation industry.

You will be learning about:

the threat to aviation

objectives and organisation of aviation security
security restricted area and access control
prohibited articles
your role in the aviation security

Work Experience

Some entrants have experience in the aviation industry. Previous experience in customer service such as a Sales
Assistant position would be really helpful to get into this career.

Progression

If you were promoted in this job, it'd usually be to Senior Agent and then into higher supervisory roles.

Qualifications
Useful GCSE subjects include:

modern foreign languages

leisure and tourism
hospitality

The following vocational qualifications could also help you to stand out from the crowd:

BTEC level 1, level 2 and level 3 - travel and tourism

BTEC level 1 and level 2 - travel services
BTEC level 3 - aviation operations
City & Guilds level 2 and level 3 - aviation operations on the ground

For Intermediate Level Apprenticeships, you may have to sit an aptitude test involving maths, and problem solving.
You might also have to sit a literacy test.

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.

Skills/experience

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

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 Courses

Some people enter this career via an Aviation Operations on the Ground Intermediate Level Apprenticeship.

Further Information
Contacts

Apprenticeships: Get In. Go Far

National Apprenticeship Service (NAS)
Tel: 0800 015 0400
Email: nationalhelpdesk@findapprenticeship.service.gov.uk
Website: www.apprenticeships.org.uk

Skills Development Scotland - Modern Apprenticeships

Tel: 0800 9178000
Email: info@skillsdevelopmentscotland.co.uk
Website: www.myworldofwork.co.uk/modernapprenticeships

City & Guilds

Address: 1 Giltspur Street, London EC1A 9DD
Tel: 020 7294 2468
Email: learnersupport@cityandguilds.com
Website: www.cityandguilds.com

British Airways
Email: barecruitment@ba.com
Website: www.britishairwaysjobs.com

Aer Lingus
Irish enquiries
Address: Aer Lingus HR Department, Head Office Building, Dublin Airport
Email: recruit@aerlingus.com
Website: careers.aerlingus.com

Careers in Aerospace
Website: www.careersinaerospace.com

Careers Wales - Welsh Apprenticeships

Tel: 0800 028 4844
Website: ams.careerswales.com/

GSAT Training
Tel: 01293 539119
Email: sales@gsattraining.net
Website: www.gsattraining.net

Related Careers
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Air Traffic Controller
Air Traffic Services Assistant
Airline Pilot
Flight Dispatcher
Helicopter Pilot - Commercial
Airport Baggage Handler
Airport Information Assistant

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