Airline customer service agent
Air travel assistants > Airline Customer Service Agent
Retail and sales | Transport | Travel and tourism
Airline customer service agents make sure passengers and their luggage safely board the right aircraft at the right time.
£13,000 Starter - £40,000 Experienced
36 to 38 a week (evenings / weekends / bank holidays on shifts)
Where to start
You can get into this job through
a college course
You could do a college course, which would teach you some of the skills and knowledge you need in this job. Relevant courses include a Level 2 or 3 Diploma in Customer Service.
You'll usually need 2 or more GCSEs at grades 9 to 3 (A* to D), or equivalent, for a Level 2 course. You'll need 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a Level 3 course.
You can get into this job through a customer service practitioner or aviation ground operative Level 2 (intermediate_ apprenticeship. You'll usually need some GCSEs, usually including English and maths, or equivalent.
When applying directly
for jobs, most employers will expect you to have some GCSEs at grades 9 to 4 (A* to C) in subjects like English and maths, or equivalent qualifications. You may find it useful to have experience of working in a customer service role.
What it takes
Skills and knowledge
- 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 competently
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.
What you’ll do
In this role you could:
- deal with passenger enquiries about flight departures and arrivals
- check in passengers and give seat numbers
- provide boarding passes and luggage labels
- tell passengers about luggage restrictions
- weigh baggage and collect any excess weight charges
- take care of people with special needs, and unaccompanied children
- calm and reassure nervous passengers
You could work at an airport.
Your working environment may be crowded.
You may need to wear a uniform.
Career path and progression
With experience, you could progress to a supervisory role, or a management position like flight dispatcher.
You could also move into other areas of airport operations, or train to become a cabin crew member.