top of page

Airline Customer Service Agent

London, UK

Full Time

Level 3 and above

About the Role

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.


Minimum qualifications and skills


  • Experience in customer service

  • Clear, fluent English speaker

  • Positive attitude

  • Cooperating, empathising and respecting

  • Attention to detail

  • Eligibility to work in the UK


  • 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

  • Communication and language qualifications

  • Qualifications which demonstrate good IT skills

bottom of page