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Airline customer service agent
Airline passenger service agent, air travel assistant
Airline customer service agents make sure passengers and their luggage safely board the right aircraft at the right time.
Average salary (a year)
£15000.0
Starter
£25000.0
Experienced
Typical hours (a week)
36.0 to 38.0 hours
a week
Work Hours
evenings / weekends / bank holidays
on shifts
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You can get into this job through:a college course; an apprenticeship; applying directly
College
You could do a college course, which would teach you some of the skills and knowledge you need in this job. Relevant courses include
Level 2 or 3 Diploma in Customer Service, Level 3 Diploma in Aviation Operations, Level 3 Diploma in Travel and Tourism
Level 2 or 3 Diploma in Customer Service, Level 3 Diploma in Aviation Operations, Level 3 Diploma in Travel and Tourism
Entry requirements
You'll usually need:
- 2 or more GCSEs at grades 9 to 3 (A* to D), or equivalent, for a level 2 course
- 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a level 3 course
More Information
equivalent entry requirements|https://www.gov.uk/what-different-qualification-levels-mean/list-of-qualification-levels
funding advice|https://www.gov.uk/further-education-courses/financial-help
search for courses|/find-a-course
Apprenticeship
You can get into this job through
an Aviation customer service operative intermediate apprenticeship, a Customer service practitioner intermediate apprenticeship, an Aviation ground specialist advanced apprenticeship
an Aviation customer service operative intermediate apprenticeship, a Customer service practitioner intermediate apprenticeship, an Aviation ground specialist advanced apprenticeship
Entry requirements
You'll usually need:
- some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship
- 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship
More Information
equivalent entry requirements|https://www.gov.uk/what-different-qualification-levels-mean/list-of-qualification-levels
guide to apprenticeships|https://www.gov.uk/apprenticeships-guide
Direct Application
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.
More Information
Career Tips
You may find it useful to have experience of working in a customer service role.
Further Information
You can find out more information on working in the aviation industry from the Chartered Institute of Logistics and Transport UK.
Skills and knowledge
You'll need:
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
Digital Skills Level
to be able to use a computer and the main software packages competently
Other Requirements
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.
Related Restrictions
pass security checks
Day to day tasks
In this role you could
help passengers with self-serve or assisted check in procedures, deal with passenger flight queries, verify travel documents and provide boarding passes, tell passengers about luggage restrictions, weigh baggage and collect any excess weight charges, take care of children travelling alone, VIPs and people who need special assistance, follow strict safety and security measures, update computerised records and use equipment like scanners
help passengers with self-serve or assisted check in procedures, deal with passenger flight queries, verify travel documents and provide boarding passes, tell passengers about luggage restrictions, weigh baggage and collect any excess weight charges, take care of children travelling alone, VIPs and people who need special assistance, follow strict safety and security measures, update computerised records and use equipment like scanners
Working environment
You could work at an airport.
You may need to wear a uniform.
Your working environment may be crowded.
Job profile data provided by The National Careers Service.
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