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Passenger Check Decembre 1
Passenger Check Decembre 1
Passenger Check Decembre 1
The first member of staff a passenger will come into contact with at the airport is often a
check-in officer. These roles are therefore very important to airlines looking to promote a
positive image of their business.
Check-in officers, or ‘airline customer service agents’, need to have excellent communication skills,
patience, and most importantly, an instinctive ability to cope with difficult situations in a calm and
professional manner.
The role typically deals directly with customers just as they are embarking on their journey. The
main responsibilities include checking passengers in, weighing and checking in baggage, issuing
boarding passes and luggage labels, allocating seat numbers, asking security questions, and
answering passenger queries prior to their flight.
Further duties might involve walking passengers to and from aircraft, arranging facilities for people
with disabilities and generally ensuring all passengers are boarding in time for their flights. Check-
in officers may have additional duties at the boarding gate which might involve a final check of
boarding passes and passports before passengers may get onto the aircraft.
Due to the long hours that airports are open, this role is often on a shift pattern. This may involve
working late evening shifts or early morning shifts. You may also have to be available for work at
the weekends and on bank holidays as these tend to be popular times for flights.
Make sure that late passengers get to their flights before the departure time or are booked
on an alternative flight
If successful with your application, you will usually have to undergo a training programme that may
last around four to eight weeks. This is likely to include learning how to use computerised and
manual reservation systems, telephone skills, gaining proper knowledge of emergency and
evacuation procedures, and extensive security training.
It is common for check-in officers to start their careers in temporary work during busy periods at an
airport. If you manage to impress your superiors with an excellent level of customer service, you
will have a good chance of securing a permanent role.
As well as on-the-job training, it’s also possible to qualify with National Vocational Qualifications
(NVQs) or Scottish Vocational Qualifications (SVQs) in Handling Air Passengers, at levels 2 and 3,
awarded by City & Guides and EMTA Awards Ltd.
Communication skills: These are essential in order to relay flight details to passengers. You will
be responsible for letting them know where their flight will be departing from and if there have been
any last minute changes to the flight.
The ability to stay calm under pressure: You may be faced with complaints or customers who
have been delayed. As a representative of the airline, you will be expected to deal with this in a
calm and professional manner.
Problem solving skills: These skills will help you deal with customer queries or complaints in a
helpful and efficient way. You may need to help customers find alternative routes to their
destination.
IT skills: Many of your duties will be computerised. Having good IT skills will help you with
administration duties and with checking passengers in.
Organisation skills: You will need to have good organisation skills to deal with customers quickly
and efficiently, especially in busy periods.