Airline customer service agent

passenger service agent check-in assistant airline/airport passenger service assistant passenger handling agent
Hospitality, catering and tourism

Career outlook for airline customer service agent

UK Salary Ranges





Currently employed in Scotland


Salary information is provided by the "National Careers Service". "Oxford Economics" supplies job forecasts and employment figures. Due to COVID-19 the jobs market is constantly changing. Some of the information may not reflect the current situation.

What's it like?

You would make sure that passengers and their luggage get on to the right aeroplane safely and on time.

You'd reassure anxious passengers and explain the procedures to people who are not used to flying. It would be important to be calm and patient with people who are annoyed or upset after a tiring or delayed journey.

Usually you'd work for an airline, or for a ground services agent on behalf of an airline.

You would:

  • Deal with passenger enquiries about flight departures and arrivals
  • Check passengers in to their flight
  • Give seat numbers
  • Provide boarding passes and luggage labels
  • Tell passengers about luggage restrictions
  • Weigh baggage and collect any excess weight charges
  • Take care of unaccompanied children and people with special needs
  • Calm and reassure nervous passengers

You may sometimes help passengers through immigration and customs, or escort passengers who have flight connections. You could also specialise in different areas of airport work, such as computer control.

Working conditions


Airports usually operate 24 hours a day, so you would work on a shift system.


You would mainly work at a check-in desk, and your employer would provide you with a uniform.

UK employment status





Self employed


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  • Positive attitude
  • Cooperating
  • Verbal communication
  • Empathising
  • Respecting
  • Attention to detail

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Getting in

Entry requirements for courses can change. Always contact the college, university or training provider to check exactly what you'll need.


There are no formal qualifications required but some employers ask for qualifications at SCQF level 4/5.

To enter the National Certificate in International travel with Airport Ground Operations (SCQF level 6) requires three National 5 qualifications

You can enter a NQ Check-in to Travel (SCQF 5) with no formal qualifications. 

There is generally a lot of competition for roles.

Useful subjects

  • English (required by some courses and employers)
  • Maths (required by some courses and employers)
  • Languages
  • Qualifications which demonstrate good IT skills

You will also need

  • Experience in customer service.
  • To be approved for membership of the Protecting Vulnerable Groups (PVG) Scheme run by Disclosure Scotland

You may need to be 18 over years of age due to the various hours of work that may be required. 

Helpful to have

The ability to speak a second language may be useful.

Qualifications and experience that show helping customers and an interest in travel, tourism or hospitality such as Skills for Work Travel and Tourism (SCQF Level 4/5). 

Communication and language qualifications such as SQA Modern Languages for Life & Work Award (SCQF 3/4).

City & Guilds Diploma in Aviation Operations on the Ground (SVQ Level 2/3) or be willing to work towards qualifications once in a job.

National Certificate in International travel with Airport Ground Operations (SCQF Level 6).

NQ Check-in to Travel (SCQF 5).