• Air Traffic Control Assistant
• Air Traffic Controller
• Air Traffic Engineer
• Aircraft Maintenance Engineer
• Aircraft Refueller
• Airfield Operations
• Airline Pilot
• Airport Cleaner
• Aviation Security Officers
• Baggage Handler
• Cabin Crew
• Cargo Agent
• Customs and Excise Officers
• Firefighter
• Immigration Officers
• Information Desk Assistants
• Passenger Service Agents (check-in)
• Retail Sales Assistants
• Terminal Duty Manager
• Working at Airports

Passenger Service Agent (Check-in)

The Work

Passenger Service Agents are usually employed by individual handling agents to work at airports, on behalf of the airlines. They deal with passenger enquiries about flight departures and arrivals, and ensure that passengers and baggage board the correct aircraft.

Passenger Service Agents check passengers in, allocate seat numbers, and issue boarding passes and luggage labels. They weigh the baggage and calculate any excess baggage charges.

Agents take payment for charges by cash or credit card. Passenger Service Agents must also be aware of, and enforce, airport security procedures for the safety of the passengers and the airport.

Passenger Service Agents may escort passengers to and from aircraft and take special care of the elderly and unaccompanied children. It is also their responsibility to calm and reassure nervous passengers. It may be necessary to assist some passengers through immigration and customs, or escort passengers who have night flight connections.

Skills and Personal Attributes

To be a Passenger Service Agent, you should:

• Be friendly and enjoy working with the public and meeting new people.
• Be confident and authoritative when informing individual passengers about problems with passports, visas, identification papers or luggage.
• Have strong written and spoken communication skills.
• Be physically fit and work well under pressure.
• Have a patient and reassuring manner.
• Have good IT skills.
• Have a smart tidy appearance: you will have to wear a uniform.
• Be a team player.
• Remain calm and confident when dealing with angry passengers.

Entry Requirements

Different employers have various entry requirements.

Formal qualifications are not always essential, particularly for adults with relevant customer service skills and experience.

Many employers prefer applicants with GCSE's (A-C) grades (1-3) in subjects such as English, Mathematics or Geography.

Other requirements can include:

• The ability to speak a foreign language.
• Previous experience of working with the public.
• A minimum age of 18 years (this can vary depending on the employer).
• Living near the airport and having your own transport, or having good access to public transport.
• You will need to pass a full and strict criminal record check.

Training

There is a training period of approximately six weeks. This is normally undertaken on the job.

Customer Service Agents may be able to work towards NVQs at Levels 2 and 3 in Handling Air Passengers.

They could also study for a BTEC National Award in Airline and Airport Operations, which has an optional unit in Passenger Handling.

Customer Service, Airline and Airport Operations and related courses at OCN Levels 1, 2 and 3 (BTEC Certificate) are available through Directions Finningley.

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