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Airline customer service agent

Alternative titles for this job include Airline passenger service agent, air travel assistant

Airline customer service agents make sure passengers and their luggage are checked in correctly and board their flights at the right time.

Average salary (a year)

£25,000 Starter

to

£30,000 Experienced

Typical hours (a week)

37 to 40

You could work

evenings / weekends / bank holidays on shifts

How to become

Explore the different ways to get into this role.

How to become

You can get into this job through:

  • a college course
  • an apprenticeship
  • applying directly

College

You could take a college course to learn some of the skills and knowledge you need in this job. 

Relevant courses include:

  • customer service
  • aviation operations
  • travel and tourism

Entry requirements

Entry requirements for these courses vary.

More Information

Apprenticeship

You could apply to do an apprenticeship at an airport, for example:

  • Aviation Customer Service Operative Level 2 Intermediate Apprenticeship
  • Customer Service Practitioner Level 2 Intermediate Apprenticeship
  • Customer Service Specialist Level 3 Advanced Apprenticeship

These take around 1 year to complete and combine on-the-job training and time spent with a learning provider.

Entry requirements

You'll usually need:

  • some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship
  • 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including English and maths, for an advanced apprenticeship

More Information

Direct Application

You can apply for jobs directly if you have customer service experience, for instance from working in a shop, bank, travel agency or contact centre.

Employers might also expect you to have:

  • GCSEs, including maths and English, or equivalent qualifications
  • good communication skills
  • IT skills
  • a friendly personality

More Information

Career tips

You'll find information about jobs and careers in airline customer service by:

  • checking the careers sections of airport websites
  • applying to airlines or companies that supply support services to airports
  • applying to recruitment agencies that hire customer service agents

There are likely to be more jobs advertised in the run-up to the summer season and other busy holiday periods.

What it takes

Find out what skills you’ll use in this role.

What it takes

Skills and knowledge

You'll need:

  • customer service skills
  • to be thorough and pay attention to detail
  • the ability to work well with others
  • sensitivity and understanding
  • patience and the ability to remain calm in stressful situations
  • the ability to accept criticism and work well under pressure
  • excellent verbal communication skills
  • active listening skills
  • to be able to use a computer and the main software packages confidently

Restrictions and Requirements

You'll need to:

You may find it useful if you can speak a second language for some jobs.

Some employers may prefer you to live near the airport or have your own transport. This is because shifts may be at times when public transport is limited.

What you’ll do

Discover the day to day tasks you’ll do in this role.

What you'll do

Day-to-day tasks

As an airline customer service agent, you could:

  • help passengers with self-serve or assisted check in procedures
  • deal with passenger flight queries
  • verify travel documents and provide boarding passes
  • weigh luggage and collect any excess weight charges
  • take care of children travelling alone, VIPs and people who need assistance
  • handle business lounge or meeting room bookings and catering requirements
  • assist passengers during delays, disruptions or emergency procedures
  • prepare flight paperwork and enter information into a computer or tablet

Working environment

You could work at an airport.

Your working environment may be crowded and physically active.

You may need to wear a uniform.

Career path and progression

Look at progression in this role and similar opportunities.

Career path and progression

With experience, you could move into a customer service team leader role, or a management position, either in an airport or with an airline's customer contact centre.

You could also work in other areas of airport operations, or train to become a cabin crew member.

Current opportunities

Find apprenticeships, courses and jobs available near you.

Current opportunities

Apprenticeships In England

Customer Service/Administrative Apprentice

  • Wage: £13,741 a year Annually
  • Location: BRIT HOUSE, HIGH STREET EAST, SCUNTHORPE

Customer Support Apprentice

  • Wage: £14,000 a year Annually
  • Location: Newcastle Upon Tyne
Find apprenticeships near you

Courses In England

Aviation Operations Level 3

  • Provider: UNIVERSITY COLLEGE BIRMINGHAM
  • Start date: 15 September 2025
  • Location: Birmingham

BTEC Extended Diploma in Aviation Operations (QCF)

  • Provider: PRIOR PURSGLOVE AND STOCKTON SIXTH FORM COLLEGE
  • Start date: 01 September 2025
  • Location: STOCKTON-ON-TEES
Find courses near you

Jobs In the United Kingdom

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