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Airline customer service agent

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Airline customer service agents make sure passengers and their luggage safely board the right aircraft at the right time.

Salary, a pound sign Salary: £13,000 to £40,000 average per year
Hours, a clock face Hours: 40 per week

1. Entry requirements

You’ll usually need some GCSEs in subjects like English and maths at grades 9 to 4 (A* to C), or equivalent.

You may find it useful to have experience in a customer service role.
A second language may also be required.
Some employers may prefer you to live near the airport or have your own transport.
You could also get into this role through an apprenticeship.

Careers That Move has more information about becoming an airline customer service agent.

2. Skills required

You’ll need: 

  • excellent customer service skills
  • strong written and spoken communication skills
  • a polite and professional approach
  • the ability to solve problems
  • the ability to deal tactfully with upset or angry passengers
  • IT skills

3. What you'll do

Your day-to-day duties might include:

  • dealing with passenger enquiries about flight departures and arrivals
  • checking in passengers and giving seat numbers
  • providing boarding passes and luggage labels
  • telling passengers about luggage restrictions
  • weighing baggage and collecting any excess weight charges
  • taking care of people with special needs, and unaccompanied children
  • calming and reassuring nervous passengers 
You could also specialise in different areas of airport work like computer control.

4. Salary

Starter: £13,000 to £16,000

Experienced: £16,000 to £22,000 (supervisory roles)

Highly Experienced: £40,000 (airport operations management)

You may receive extra allowances for working overtime and unsocial hours, and for foreign language skills. Some airlines provide subsidised travel after a certain period of employment.

These figures are a guide.

5. Working hours, patterns and environment

Airports usually operate 24 hours a day, so you’ll normally work on a shift system which may include evenings, weekends and bank holidays.
You’ll mainly work at a check-in desk, and your employer will give you a uniform.

6. 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.

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Last updated: 13 September 2018