The work

Airline customer service agents are an important point of contact in an airport for customers and staff alike. Also known as passenger service assistants or agents, the role is challenging and demands diligence.

An airline customer service agent works in a variety of areas in an airport. Their duties at the check-in desk might include:

• welcoming travellers
• reassuring nervous and anxious passengers
• asking a variety of security questions and following established security procedures
• checking tickets
• allocating seats using a highly sophisticated computer program
• issuing boarding cards
• weighing baggage
• printing and attaching baggage labels
• checking passports and visas for international travellers and identity papers for internal flyers
• explaining charges and taking payments from people whose luggage is above the accepted weight limit.
• Duties are not restricted to the check-in desk. Different travellers would need help, such as children or disabled passengers, who might have difficulty finding their way through the airport. In these instances, the agent escorts them from the check-in desk, through security, customs and immigration control points, to the reception areas, and finally on to the relevant gate from which they will fly. On incoming flights, agents escort disabled or younger passengers from the aircraft to the arrivals hall and provide any help they would need afterwards.

When passengers arrive at their boarding gate, the agent might have to check their documentation such as passports and boarding cards and make announcements over the airport information system concerning flights.

Where passengers are required to walk across the airport and/or roadways to get to the waiting aircraft, agents may be required to highlight the route that they should take and make sure that the passengers go straight to the aircraft.

It is extremely important that the agent is aware of security procedures concerning travellers and that they enforce these at all times for the safety of passengers and the airport.

Hours and Environment

Customer service agents work shifts because airports are often open until late into the night, and in some cases, for 24 hours a day.

Although the work is mainly indoors, the amount of time spent standing or sitting depends on the duties involved. Agents may have to walk around an airport, which can be a huge area, or spend long periods standing; but they may have to spend a great amount of their time sitting behind a desk while dealing with passengers.

Airports are often some distance from built-up areas, so a car may be needed to travel to work. Most employers expect high standards of timekeeping.

All employers issue uniform and expect staff to be very well presented. Rules are often very strict and detailed, defining acceptable colours of nail varnish, hosiery and the size of earrings. Visible tattoos usually have to be covered.

There may be opportunities for part-time work.

Skills and Interests

Customer service agents need to be:

• friendly, confident and authoritative when dealing with people
• punctual
• able to remain calm under pressure
• aware of security procedures.
• able to communicate successfully with travellers from different nationalities and age groups
• able to work well under pressure
• aware of security procedures
• computer literate
• able to solve problems quickly and intuitively.
• able to work well in a team.

Entry

Mature applicants with life experience and possibly customer service experience are welcomed by handling agents. Entry is at 18. There is no upper age limit, though some employers may prefer those under 50.

Entry requirements differ between employers. Although formal qualifications are not always essential, many employers prefer those with several Olevel’s (A-C)/S grades (1-3) including English and mathematics.

• A qualification in a foreign language or the ability to speak another language would aid entry. A more specialised qualification, such as travel and tourism, would be helpful.
• Some employers require previous experience in customer service before recruiting applicants.
• There may be some restrictions to becoming an airline customer service agent. These might include:
• weight and height restrictions
• age restrictions (applicants have to be over 18 years of age)
• a dress code: prospective employees have to be smartly dressed
• fitness: a test may have to be passed before entering this role.
• Once recruited, airlines normally provide training for around six weeks to qualify for the job

Training

Intial training programmes normally last around four to eight weeks full-time and covers:

• basic procedures
• familiarisation with the airport
• security training
• emergency and evacuation procedures
• using the public address system
• manual handling, eg heavy lifting and pushing wheelchairs.
• This may be followed by further on-the-job training which could include shadowing existing staff.

Opportunities

Agents are likely to be recruited for one season, after which a permanent post might be made available. There are more applicants than vacancies.
Some handling agents have a great influx of seasonal staff each summer. This may be any time from February and can finish as late as the end of October.

Annual Income

Further information

Cabin Crew http://www.cabincrew.com