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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 safely board the right aircraft at the right time.

Average salary (a year)

£15,000 Starter

to

£25,000 Experienced

Typical hours (a week)

36 to 38 a week

You could work

evenings / weekends / bank holidays on shifts

How to become

Explore the different ways to get into this role.

How to become Airline customer service agent

You can get into this job through:

  • a college course
  • an apprenticeship
  • applying directly

College

You could do a college course, which would teach you some of the skills and knowledge you need in this job. Relevant courses include:

  • Level 2 or 3 Diploma in Customer Service
  • Level 3 Diploma in Aviation Operations
  • Level 3 Diploma in Travel and Tourism

Entry requirements

You'll usually need:

  • 2 or more GCSEs at grades 9 to 3 (A* to D), or equivalent, for a level 2 course
  • 4 or 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, for a level 3 course

More Information

Apprenticeship

You can get into this job through:

  • an Aviation customer service operative intermediate apprenticeship
  • a Customer service practitioner intermediate apprenticeship
  • an Aviation ground specialist advanced apprenticeship

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

When applying directly for jobs, most employers will expect you to have some GCSEs at grades 9 to 4 (A* to C) in subjects like English and maths, or equivalent qualifications.

More Information

Career tips

You may find it useful to have experience of working in a customer service role.

Further information

You can find out more information on working in the aviation industry from the Chartered Institute of Logistics and Transport UK.

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 competently

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

In this role you could:

  • help passengers with self-serve or assisted check in procedures
  • deal with passenger flight queries
  • verify travel documents and provide boarding passes
  • tell passengers about luggage restrictions
  • weigh baggage and collect any excess weight charges
  • take care of children travelling alone, VIPs and people who need special assistance
  • follow strict safety and security measures
  • update computerised records and use equipment like scanners

Working environment

You could work at an airport.

Your working environment may be crowded.

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 progress to a supervisory role, or a management position like flight dispatcher.

You could also move into 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

Apprentice Customer Service Advisor

  • Wage: £12,480 a year Annually
  • Location: Ongar Road, Ongar, Essex

Workshop Receptionist and Customer Service Apprentice

  • Wage: £12,979.20 a year Annually
  • Location: Tushingham, Whitchurch
Find apprenticeships near you

Courses In England

Aviation Operations Level 3

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

Level 2 Diploma in Aviation Operations

  • Provider: HARLOW COLLEGE
  • Start date: 08 September 2025
  • Location: Stansted
Find courses near you

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