Passenger Services Agent
Passenger service agents, also known as passenger handling agents, are responsible for looking after passengers from when they book in to when they board an aircraft. They also deal with passenger enquiries and help to resolve problems, which may involve finding alternative travel arrangements.Passenger service agents work for ground services companies or for airlines. At the check-in desks they take on a range of responsibilities including checking passengers’ ID and tickets, allocating seats, weighing luggage and issuing boarding cards. At the boarding gate service agents check with the aircraft preparation team to check with the aircraft is ready, call passengers to board and check their boarding cards. They also have to deal with passengers who are late, or who may have been taken ill.
There may be additional work to help people with specific needs such as the elderly or wheelchair users who may need assistance to get to the aircraft and they may also look after children who are about to travel unaccompanied by an adult.
Passenger service agents are responsible to a passenger services supervisor. They also work closely with service agents, airport staff, security staff, flight dispatchers and airline operating staff such as cabin crew. They use computers in their work, and telephones and radios to communicate with colleagues. They will also use some mechanical equipment, as they usually check in luggage using a conveyor belt with a weighing scale.
The salary for a passenger service agent can range from £12000 for new recruits, up to around £20000 for experienced service agents.
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Working environment
Passenger service agents work variable shifts to cover all the times that an airport is open. This can include early mornings, evenings, weekends and bank holidays. In the case of airports open 24 hours a day this can also include working nights.Much of the work takes place indoors within the airport terminal and involves a lot of contact with passengers; they may see hundreds of travellers each day. Passenger service agents may spend some of their time airside (outside of the terminal where the aircraft are), which can involve being outdoors in all weather conditions. Most of their working time though is spent sat at the check in desk or standing at the boarding gate. They also have to lift luggage and may have to physically assist passengers and push wheelchairs.
Passenger service agents wear smart uniforms, provided by their employer. They may wear high visibility vests and ear defenders when working airside, as well as personal identification.
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Skills and interests
Passenger service agents must enjoy interacting with lots of people in busy environments.In terms of skills, a passenger services agent should:
- have a pleasant, helpful and confident manner
- have excellent customer service skills
- have good communications skills
- be able to cope with difficult passengers assertively but also tactfully and politely
- be able to think logically and react effectively to challenges
- be patient and able to keep calm under pressure
- work well in a team and also under their own initiative
- be flexible to respond to unexpected problems
- have IT skills
- be willing to work unsociable hours
- be security conscious.Go Back
Entry into the role
Passenger service agents are employed at airports throughout the UK. Some are employed by airports or by airlines, however most check in officers are employed by ground handling companies that work on behalf of airlines and airports. These may be large international organisations as well as small regional companies.Entry requirements for the role can vary between employers. Usually they ask for education to GCSE (or national equivalent) level including English and maths. Applicants should check with individual employers about any minimum age for employment, as for some employers require recruits to be at least 18 years old. Employers will look for experience of customer service work, which can include shop or restaurant/bar work. It is also an advantage to be able to speak one or more foreign languages. Some young people may enter this work as apprentices.
A relevant qualification can also be helpful. These include:
- GCSEs and A levels in leisure and tourism
- BTEC awards in travel and tourism and customer service
- NVQs in hospitality and tourism and customer service.
The Diploma in travel and tourism (available from September 2010) may also be relevant to this area of work.
It is also important that passenger service agents live near an airport. They also need reliable transport, or to have access to public transport that can enable them to travel to and from work at times that fit in with their shifts.
Job vacancies are advertised in Jobcentre Plus offices, local careers service offices and in local newspapers. They are also advertised on airline, airport and ground handling company websites.
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Opportunities
Passenger services agents will receive training in areas such as procedures and paperwork, check in computer systems, health and safety, emergency and evacuation procedures and customer care.Some of the training is provided through formal short courses, whilst the rest is received through ‘on the job’ training under the supervision of experienced staff.
Passenger service agents may work towards qualifications including:
- City & Guilds level 2 certificate in aviation operations on the ground
- NCFE level 2 certificate in airport passenger services agents
- Edexcel level 3 BTEC award, certificate & diploma in aviation operations
- NCFE level 3 certificate in aviation operations
- EAL and City & Guilds NVQs at level 2 in providing aviation operations on the ground.Go Back
Useful links
Go BackCase Studies
AVIATION - apprentice interview
Servisair apprentice Nick Lane talks about working in the aviation industry. (click on the image to play)
AVIATION - check in agent
Hear what it's like to work as a check in agent at an airport (links to Virtual Work Experience from Learning and Teaching Scotland).
View case study (external website)
AVIATION - customer services assistant
See an interview with bmi customer services assistant Sarah Peters. (links to Jobs4U careers database)
View case study (external website)
AVIATION - demonstration of the check-in procedure
A Servisair apprentice demonstrates the work done at an airport check-in desk. (click on the image to play)
AVIATION - passenger services agent
Aviance employee Aidan McSharry talks about being a passenger services agent.
Download case study document
AVIATION - ticket desk agent
Aviance employee Emma Hadley talks about her work as a ticket desk agent.
Download case study document