How to become an Airline Passenger Officer

Airline passenger officers work at the airport providing customer-related services such as check-in and boarding procedures, providing information and directions, locating lost luggage and assisting passengers who require special attention.

Personal requirements for an Airline Passenger Officer

Excellent communication and interpersonal skills
Alertness and common sense
Enjoy working with people
Neat personal appearance
Pleasant personality
Comfortable using computers
Able to deal with difficult situations
Able to work under pressure in peak periods

Education & Training for an Airline Passenger Officer

You can work as an airline passenger officer without formal qualifications. Employers generally require you to gain your Senior Secondary Certificate of Education with good results in English and mathematics, and/or have relevant clerical and customer service experience. The selection process involves aptitude testing and an assessment of educational qualifications and previous workplace experience. Following selection and appointment, airline passenger officers undergo initial in-house training, which covers service standards and protocols, computer reservations, check-in systems and security training. You can also become an airline passenger officer through a traineeship. Entry requirements may vary, but employers generally require Year 10.

Additional information

Experience in a service industry, such as hospitality or retail, may be highly regarded. All persons working in the airline industry must satisfy security clearance requirements.

Duties & Tasks of an Airline Passenger Officer

Airline passenger officers:

Issue and check tickets and travel documents, check in passengers for their flight and allocate seats on the aircraft
Check baggage size and weight
Direct passengers to immigration and/or departure gates, and provide information about customs and immigration procedures
Assist with passenger enquiries and complaints
Attend to travelling airline staff and crew
Provide information about flight arrival and departure times and use the public address (PA) system to make announcements to arriving and departing passengers
Direct passengers to luggage areas and assist passengers with lost luggage
Help passengers requiring special assistance, such as VIPs, disabled and elderly passengers, parents with infants and unaccompanied minors
Ensure security measures are adhered to at all times.

Tasks

Receives customers' requests, accepts payments, collects money, and issues tickets, receipts and change.
Contacts customers to cancel or confirm reservations.
Answers inquiries about charges, routes, schedules, reservations, coming attractions and fares.

Working conditions for an Airline Passenger Officer

Airline passenger officers are required to work shifts, which may include weekends, public holidays and nights.

Employment Opportunities for an Airline Passenger Officer

Most airline passenger officers are employed by the major airlines operating in Australia such as Qantas, Jetstar and Virgin Australia. Many are employed on a permanent part-time basis. Competition for positions is strong. With experience, and sometimes further training, airline passenger officers may progress to supervisory or managerial positions.

Specializations

Airline Passenger Officer

Average age
36
Future Growth
N/A
Gender Share
67% female
Average full-time
41 hours
Weekly Pay
N/A
Skill level rating
Entry level
Unemployment
Lower unemployment
Full-Time Share
40%
Employment Size
12,100
Employment by state
ACT: 1.6%
NSW: 34.8%
NT: 1.1%
QLD: 21.6%
SA: 4.5%
TAS: 1.9%
VIC: 25.2%
WA: 9.3%
Age brackets
15-19: 16.2%
20-24: 15.7%
25-34: 21.4%
35-44: 16.8%
45-54: 16.5%
55-59: 6.8%
60-64: 4.1%
65 and Over: 2.5%
Education level
Advanced Diploma/Diploma: 13.7%
Bachelor degree: 15%
Certificate III/IV: 13.1%
Post Graduate/Graduate Diploma or Graduate Certificate: 3.5%
Year 10 and below: 13%
Year 11: 7.4%
Year 12: 34.4%