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

The Work

Working for an airline or ground handling agent 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
• giving flight information and directing passengers to departure gates
• dealing with issues from delayed, cancelled or missed flights
• checking boarding passes at the departure gate
• escorting people who require assistance and unaccompanied children.

Working for an airport you could be:

• directing passengers through security and departures
• updating computerised flight information
• making announcements on the public address system
• answering telephone queries and dealing with complaints.

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.

Salaries are around £14,000 to £18,000 a year. With supervisory or management duties, you may be able to earn £22,000 and above.

Conditions

• You may have to stand for long periods.
• You may have to deal with long queues.
• You may be based at a desk or moving around the airport.
• 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.
• It can be a busy and sometimes stressful environment.

Getting In

• A good general education including ability in English and Maths is useful. Some employers may ask for a group of subjects at National 4 or 5.
• You may need to be at least 18 years old, because of shift work regulations.
• It may be useful if you can speak a second language.
• Previous experience of working with the public can be helpful.
• You may need a satisfactory PVG (Protecting Vulnerable Groups) check to show that you are suitable for this type of work. Contact Disclosure Scotland for details.

Jobs are sometimes advertised on various airline, airport and ground staff handling companies’ websites but are also advertised in Job Centres and in newspapers. There is a lot of competition for jobs. You may be able to get part time or temporary work during busy holiday seasons.

Job Outlook Scotland

Job Outlook Scotland and UK

  Scotland

2018

4012

5.4 %

RISE

2023

4227

  United Kingdom

2018

56250

3.1 %

RISE

2023

57992

LMI data powered by EMSI UK

What Does it Take?

You need to be:

• customer-focused
• confident
• pleasant and helpful
• tolerant and patient
• flexible and able to stay calm under pressure
• tactful and diplomatic with nervous or difficult customers.

You need to have:

• good communication skills
• good computer skills
• teamworking skills
• a smart appearance.

Training

• Most airlines provide initial training that lasts from 2 to 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.

More Information

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.

Contacts

The following organisations may be able to provide further information.