Airline or Airport Passenger Service Assistant

Airline passenger service assistants ensure that passengers, and their luggage, get on the right flight. They are sometimes called ground staff, airport information assistant, airline customer service agent or check-in assistant.

The Work

You could be:

• greeting passengers and checking their tickets and passports against the passenger list


• asking security questions


• allocating seats and giving out boarding cards and luggage labels


• weighing luggage and charging the passenger extra if the luggage is overweight


• preparing paperwork for customs


• giving flight information and directing passengers to departure gates


• rebooking passengers whose flights have been delayed or who have missed connections


• escorting people with special needs and children or elderly people travelling alone to and from their plane.

Conditions

• You may have to stand for long periods.


• You may have to deal with long queues.


• You will usually have to work shifts, including night shifts.


• You would also have to work evenings, weekends and public holidays.


• You would have to wear a uniform.

Getting In

• A good general education including ability in English and maths is useful. Some employers may ask for a group of Standard grades.


• You may need to be at least 18 years old, because of shift work regulations.


• Many airlines prefer you to be able to speak a second language.


• Previous experience of working with the public can be helpful.


• You may have to have a medical examination.


• You may also have to be within certain height and weight limits.

What Does It Take?

You need to be:

• smart and well groomed


• confident


• pleasant and helpful


• tolerant and patient


• flexible and able to stay calm under pressure


• tactful and diplomatic with nervous or difficult customers


• a clear speaker.

Training

• Most airlines provide training that lasts about 6 weeks.


• Thereafter, training is on the job.


• You will also attend short training courses on topics such as customer care, health and safety and emergency and evacuation procedures.

Getting On

• After suitable experience you may gain promotion to supervisor or manager or flight dispatcher.


• You may be able to move to work as air cabin crew.

Pay

The figures below are only a guide. Actual pay rates may vary, depending on:

• where you work


• the size of the company or organisation you work for


• the demand for the job.

More Information

There is a lot of competition for jobs. You may be able to get part-time or temporary work during busy holiday seasons.

Scotland has six main airports: Aberdeen, Dundee, Inverness, Edinburgh, Glasgow and Glasgow Prestwick. There are also about a dozen small airports serving individual Scottish islands.

Aberdeen, Edinburgh and Glasgow airports are owned by BAA Limited.

Dundee and Inverness and 9 of the island airports are owned by Highlands and Islands Airports Limited, a company which is wholly owned by the Ministers of the Scottish Government.

Glasgow Prestwick Airport is owned by Infratil Airports Europe Limited.

Jobs are sometimes advertised on the various company websites but are also advertised in Job Centres and in newspapers.

Addresses

The following organisation(s) may be able to provide further information.