Airline customer service agent
Make sure that passengers and their luggage get on to the right aeroplane safely and on time.
Also known as: passenger service agent, passenger handling agent, check-in assistant, airline/airport passenger service assistant
About the job
What it's like
You would make sure that passengers and their luggage get on to the right aeroplane safely and on time.
You'd reassure anxious passengers and explain the procedures to people who are not used to flying. It would be important to be calm and patient with people who are annoyed or upset after a tiring or delayed journey.
Usually you'd work for an airline, or for a ground services agent on behalf of an airline.
You would:
Deal with passenger enquiries about flight departures and arrivals
Check passengers in to their flight
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 unaccompanied children and people with special needs
Calm and reassure nervous passengers
You may sometimes help passengers through immigration and customs, or escort passengers who have flight connections. You could also specialise in different areas of airport work, such as computer control.
Explore more information about this job
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Top skills
Skills are things you're good at. Whether you know what yours are or not, everyone has them!
It's useful to learn which ones are important in a job so you know the areas you need to brush up on. It can also help you work out if you're suited to a career.
Meta skills
Here are some of the meta skills you'll need to do this job.
- attention to detail
- respecting
- empathising
- verbal communication
- cooperating
- positive attitude
Your skills are important
Our unique skillsets are what make us stand out from the crowd. Learn about each skill in depth and discover what employers look for in your applications and interviews.
Getting in
Explore each section to find more information about getting into this career.
Colleges and universities will list subjects you'll need for entry to a course. Some useful subjects include:
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Cantonese
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English and Communication
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French
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Gaelic (Learners)
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German
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Italian
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Mandarin
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Spanish
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Skills for Work: Travel and Tourism
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Urdu
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Modern Languages
There are no formal qualifications required but some employers ask for qualifications at SCQF level 4/5.
To enter the National Certificate in International travel with Airport Ground Operations (SCQF level 6) requires three National 5 qualifications
You can enter a NQ Check-in to Travel (SCQF 5) with no formal qualifications.
There is generally a lot of competition for roles.
The ability to speak a second language may be useful.Qualifications and experience that show helping customers and an interest in travel, tourism or hospitality such as Skills for Work Travel and Tourism (SCQF Level 4/5). Communication and language qualifications such as SQA Modern Languages for Life & Work Award (SCQF 3/4).City & Guilds Diploma in Aviation Operations on the Ground (SVQ Level 2/3) or be willing to work towards qualifications once in a job.National Certificate in International travel with Airport Ground Operations (SCQF Level 6). NQ Check-in to Travel (SCQF 5).
Experience in customer service.
To be approved for membership of the Protecting Vulnerable Groups (PVG) Scheme run by Disclosure Scotland
You may need to be 18 over years of age due to the various hours of work that may be required.
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