Career opportunities

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Passenger Handling Supervisor

Passenger handling supervisors, also known as passenger services supervisors, are responsible for the smooth running of passenger services at an airport. They manage passenger services staff, including those who undertake tasks in check in, ticketing, customer information and boarding.

Passenger handling supervisors normally have responsibility for:
- monitoring check in activities to make sure that procedures and regulations are being followed
- ensuring that staff, and passengers, have up to date information about flights
- resolving passenger complaints
- supervising the handling of lost, damaged or misdirected property
- supervising the executive lounge operation
- helping passengers who are facing delays, including arranging refreshments, meals, accommodation or arranging coach transport to another airport
- allocating staff to jobs on a rota basis
- keeping records and writing reports
- ensuring health and safety standards are achieved to keep staff and passengers safe in the airport.

Passenger handling supervisors need to work closely with staff from other operational areas within the airport including other ground handling companies, security and airline and airport representatives.

They use computers in their work, and also use telephones and radios to communicate with colleagues. They also have to work with systems and paperwork using complex data sheets, tables and rotas.

Passenger handling supervisors can earn from £18000 to over £23000 a year.
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Working environment

Passenger handling supervisors have to work in shifts so that there is a supervisor present for the whole time that the airport is open. Sometimes the shifts can be up to 12 hours long. This means working early mornings and late evenings, or even overnight for airports that are open 24 hours a day. They also have to work weekends and bank holidays and have to be flexible as there can be short notice changes due to operational issues such as delays and diversions. 

Much of the work takes place indoors in an airport terminal with constant contact with airport staff and passengers. They have an office but undertake more of their work in the public areas of the airport, by the check in desks or boarding gates or around the terminal. They spend some of their time airside (outside of the terminal where the aircraft are), which can involve being outdoors in all weather conditions. They spend a lot of time on their feet and may also have to help with lifting luggage and assisting passengers, for example by pushing wheelchairs.

Supervisors must wear a uniform and personal identification. They may wear a high visibility vest and ear defenders when working on the airport apron.
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Skills and interests

Passenger handling supervisors should enjoy interacting with people and working in a busy environment. It is also important to like being part of a team.

A passenger handling supervisor should:
- have a pleasant, helpful and confident manner
- be approachable
- be patient and able to keep calm under pressure
- have excellent customer service and interpersonal skills
- have good communications skills, both spoken and written
- be able to cope with difficult passengers assertively but also tactfully and politely
- be able to lead and work well in a team
- be able to work under their own initiative
- be flexible to respond efficiently to changing priorities and unexpected problems
- have IT skills
- be motivated and willing to work long and often unsociable hours
- be security conscious.
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Entry into the role

Passenger handling supervisors are employed at airports throughout the UK. Some are employed by airports or airlines, however most supervisors are employed by ground handling companies that work on their behalf. These may be large international organisations as well as small regional companies.

To get into the job it is essential to have previous experience of customer service work. Any previous work in a supervisory position is also an advantage. Previous work in an airport is also especially useful.

Normally there are no specific academic entry requirements for this job, however employers tend to expect applicants to have education to at least GSCE (or equivalent) standard. It is also useful to be able to speak a foreign language. Most supervisors will have several years’ previous experience of passenger services work.

A relevant qualification can also be helpful for getting into the job. 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
- degrees in travel and tourism.
Training in leadership and management may also be of use.

It is also important that anyone seeking this type of work lives near an airport. They also need to have their own transport, or to have access to public transport that can enable them to travel to and from their place of work at times that fit in with their shifts.

Job vacancies are advertised on airline, airport and ground handling company websites and on specialist aviation websites.
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Opportunities

Passenger handling supervisors are usually trained on the job under the supervision of experienced staff. They may also undertake some formal short training courses. Training may include topics such as leadership, conflict management, emergency and evacuation procedures and health and safety.

Passenger handling supervisors may work towards qualifications including:
- City & Guilds level 2 certificate in aviation operations on the ground
- NCFE level 2 certificate in airport operations
- City & Guilds level 2 diploma in aviation environment
- Edexcel Level 3 BTEC award, certificate and diploma in aviation operations
- EAL and City & Guilds level 2 NVQs in providing aviation operations on the ground
- EAL and City & Guilds level 3 NVQs in co-ordinating aviation operations on the ground

A passenger handling supervisor can progress to assistant passenger services manager, passenger services manager, then to duty airport manager. They can also move into other ground-based operational work, such as flight planning, or into airport operations, such as terminal duty officer.

Supervisors also develop skills that easily transfer to other customer service, supervisory and management work outside of aviation.
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Useful links

• Airport Operators Association
• The Airport Operator (magazine)

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Case Studies

• AVIATION - check in supervisor
  Aviance check in supervisor Alex Broad talks about his work.
  Download case study document
• AVIATION - passenger handling supervisor
  Passenger handling supervisor, Laura McIntosh, who works for Aviance, speaks about her job.
  Download case study document

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