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Airline Customer Service Agent Profile

Airline Customer Service Agent Profile


This Section of the site details information that you might find useful if you are looking to secure employment or require further details regarding working as an Airline Customer Service Agent. This page details the following Information:-

  • Finding Suitable Work as an Airline Customer Service Agent
  • Working Duties Expected
  • Hours and Environment
  • Working Skills Required
  • Training Requirements
  • Salary Expectations
  • Trade Information
  • Other useful Airline Customer Service Agent Work Information

Finding Suitable Work

This website features a volume of Job vacancies advertised on behalf of a number of different employers and specialist recruiters that post vacancies on a regular basis so you can start your search for work right here:-

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Working Duties Expected:

Customer service agents are usually employed by individual handling agents to work at airports, and sometimes at city air terminals on behalf of the airlines. Also known as passenger service agents or assistants, they deal with passenger enquiries about flight departures and arrivals, and ensure that passengers and baggage board the correct aircraft.

Customer service agents check passengers in, allocate seat numbers, and issue boarding passes and luggage labels. They weigh the baggage and calculate any excess baggage charges. Agents take payment for charges by cash or credit card.

Customer service agents may escort passengers to and from aircraft and take special care of the elderly and unaccompanied children. It is also their responsibility to calm and reassure nervous passengers. It may be necessary to assist some passengers through immigration and customs, or escort passengers who have night flight connections.

Hours and Environment:

As airports operate long hours, customer service agents work shifts. There are opportunities for part-time work.

A great deal of time is spent standing and walking.

Skills and Interests:

To be a customer service agent, you should:

  • enjoy working with the public and meeting new people
  • have strong written and spoken communication skills
  • be physically fit
  • have a patient and reassuring manner
  • be polite and tactful
  • have a smart tidy appearance - a uniform will be provided
  • be a team player


Entry requirements may vary between airlines, airports and handling agents. Many employers require GCSEs (A-C)/S grades (1-3) in subjects such as English, mathematics or geography.

Other requirements can include:

  • the ability to speak a foreign language
  • previous experience of working with the public
  • a minimum age of around 18-20 years (this can vary depending on the employer)
  • to be within certain height and weight proportion restrictions (these may be imposed by some companies)
  • to live near the airport and have own transport, or have good access to public transport that matches shift patterns (distance from home may be a factor, often within an hours commuting time)

A medical test is compulsory with some employers.

For details of qualification equivalents see:

Qualifications and Curriculum Authority (England, Wales and Northern Ireland)
Scottish Qualifications Authority
Airlines, airports and handling agents often employ adult entrants in preference to school-leavers. Most companies do not have an upper age limit for recruiting passenger service assistants.


Training on entry normally lasts around six to eight weeks full-time and covers all the basic elements of the job.

There are NVQ/SVQs in Handling Air Passengers at levels 2 and 3, awarded by EMTA Awards Ltd (EAL).


Most opportunities available are seasonal initially, with the possibility of becoming permanent at the end of the season.

Opportunities for customer service agents are limited. Most exist at Londons two major airports - Heathrow and Gatwick - with some vacancies in the United Kingdoms regional airports, including Stansted, Manchester, East Midlands, Leeds/Bradford, Birmingham and Glasgow.

Customer service agents may specialise in different areas of work, such as computer control.

Working as a customer service agent can lead to openings in other areas of airport work. There may be opportunities available for promotion to supervisory or management positions.

Annual Income:

Figures are intended as a guideline only.

On entry customer service agents earn around £10,000 a year. Experienced customer service agents can earn £12,600 to £14,800.

Customer service agents may receive extra allowances for working overtime and unsocial hours, as well as for special skills such as foreign languages. Some airlines provide subsidised travel after a qualifying period.

Further information:

Information is available from individual handling agents and airlines; addresses can be found in the Aerospace International Directory of World Airlines.

EMTA Awards Ltd (EAL)
Customer Services
14 Upton Road
WD18 0JT
Tel: 0870 240 6889

Other Useful Airline Customer Service Agent Work Information

We have a section available at this site on Airline Customer Service Agent job interview tips that you may find of interest should you wish to brush up your skills in this area and we also have number of career articles that may also be of use to you from within our guides and documents section.

Locations where we feature Jobs include:-
Aberdeen, Berkshire, Aberdeen, Bath, Bedfordshire, Berkshire, Birmingham, Bradford, Bristol, Cambridgeshire, Cardiff, Central London, Cheltenham, Cornwall, Coventry, Derby, Devon, Docklands, Dorset, Dundee, Durham, East Midlands, East Sussex, Edinburgh, Essex, Glasgow, Gloucester, Hampshire, Hertfordshire, Kent, Lancashire, Leeds, Leicester, Leicestershire, Lincolnshire, Liverpool, London, Manchester, Middlesbrough, Midlands and in various parts of the West Midlands

Details of other Airline Customer Service Agent Jobs can also be found in other UK wide areas including:-
Milton Keynes, Newcastle, Newcastle Upon Tyne, Norfolk, North London, North Midlands, Northampton, Northamptonshire, Northern Ireland, Northumberland, Norwich, Nottingham, Nottinghamshire, Oxford, Oxfordshire, Plymouth, Salisbury, Scotland, Sheffield, Shropshire, Somerset, South East, South London, South Midlands, Southampton, Staffordshire Surrey, Swansea, Swindon, Telford, Wales, Warwickshire, West End, West London, West Midlands, Worcestershire, York and throughout Yorkshire.

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