Job type

Airline customer service agent

£13k - £25k

Typical salary

36 – 38

Hours per week

Airline customer service agents make sure passengers and their luggage safely board the right aircraft at the right time.

More info

  • Help airport passengers check in and prepare to board their flight
  • Work in a customer-facing role with varied shift patterns
  • Progress into supervisory or cabin crew positions

You'll be based on the ground in an airport, working for an airline and dealing with passengers as they prepare to board their flight.


  • Deal with departures and arrivals
  • Check in passengers and 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 people with special needs and unaccompanied children
  • Calm and reassure nervous passengers
  • You could also specialise in different areas of airport work like computer control


Airports usually operate 24 hours a day, so you'll normally work on a shift system which may include evenings, weekends and bank holidays. You'll mainly work at a check-in desk or departure gate and your employer will give you a uniform. 

You'll need

You'll need great customer service skills, to be calm under pressure, and willing to work flexible shift patterns. You can get into this job by applying directly (most employers will expect you to have GCSEs in subjects like English and maths) or you could do an apprenticeship like a customer service practitioner or aviation ground operative intermediate apprenticeship.

As an alternative you could do a college course which would teach you some of the skills and knowledge you need in this job. Relevant courses include a Level 2 or 3 Diploma in Customer Service, a Level 3 Diploma in Aviation Operations or a Level 3 Diploma in Travel and Tourism. You may also find it useful to have some work experience in a customer service role.

A second language may also be preferred, and some employers may prefer you to live near the airport or have your own transport.


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.