Terminal Duty Officer
A terminal duty officer works as part of a team that carries out the day-to-day operating activities of an airport or terminal. They look after passengers and assist other airport staff, as well as maintaining terminal facilities.
Terminal duty officers support passengers as they move through the airport, ensuring that they move smoothly around the airport and that they can easily access up-to-date information. They provide answers to passenger queries and carry out tasks such as helping to set up queuing for check in desks and departures. Terminal duty officers also check that the airport facilities are in good working order, and are responsible for reporting any breakages or damage to airport maintenance staff.
Terminal duty officers also liaise with other airport service providers, such as security and ground handling companies to work together to deal with any issues or problems that arise and to ensure that the airport is operating efficiently at all times.
Starting salaries for terminal duty officers are around £18000, and these can rise to about £23000 with experience.
Go BackWorking environment
Terminal duty officers spend much of their time out and about around the airport. They also have an office where they will work on computer systems to maintain information and update data for passengers. When they are around the airport they will wear identification, and may also have a uniform so that they are easily recognised. If they do not have a uniform, they will be expected to dress smartly, so that they appropriately represent the airport.
Terminal duty officers spend a lot of time on their feet, moving around the terminal and meeting with other people while they are on the go. They have a handheld radio with them so that they can communicate with people in other areas of the airport and so that they are contactable at all times as they may be required to react quickly to a situation that has arisen.
Working hours for terminal duty officers are usually around 8 hours a day. They work in shifts, which normally include nights, weekends and bank holidays.
Go BackSkills and interests
The skills a terminal duty officer needs to have include:-- excellent communication skills, for dealing with a wide variety of people from the general public to representatives other aviation companies
- organisational ability, in order to undertake many different tasks at once
- ability to react calmly and quickly to any situation that might arise
- able to act on own initiative but also as part of a team
- understanding of the importance of good customer service.Go Back
Entry into the role
Terminal duty officers do not need any particular qualifications, although it is important to have a good basic education such as GCSEs (or national equivalent) in English and maths.
Terminal duty officers are employed by airport operators and airport authorities. Employers will expect applicants to have experience of working in customer service and may prefer applicants with experience of the aviation industry. The ability to speak other languages and a knowledge of first aid may also be an advantage.
Applicants for the role will have to undergo a criminal records check.
Vacancies are advertised on airport websites, and may also be promoted through specialist recruitment websites.
Go BackOpportunities
Terminal duty officers can move up to become terminal duty managers and airport duty managers. From there they can move into other operational roles within the airport, or even move into ground services or airline operations.
Terminal duty officers are also able to study for qualifications related to their work. For example they can study for:
- City & Guilds level 2 certificate in aviation operations on the ground
- City & Guilds level 2 certificate and diploma in the aviation environment
- Edexcel BTEC level 3 award, certificate and diploma in aviation operations.
Useful links
Go BackCase Studies
AVIATION - terminal duty officer
See a film of a terminal duty officer talking about his work (links to Virtual Work Experience from Learning and Teaching Scotland).
View case study (external website)