How to become a 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 of a 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 a 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 in Aviation (Ground Operations and Service). Entry requirements may vary, but employers generally require Year 10.

Duties & Tasks of a 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.

Working conditions for a Airline Passenger Officer

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

Employment Opportunities for a 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.

Future growth:

relatively steady

Employment by state:

ACT 0%

NSW 37.3%

NT 0%

QLD 18.9%

SA 12%

TAS 0%

VIC 31.8%

WA 0%

Hours worked:

32.5

Unemployment:

above average

Gender split:

Proportion of male workers 44.4%

Proportion of female workers 55.5%

Education level:

Proportion of workers who have not completed Year 10: 0%

Proportion of workers who have not completed Year 12: 0%

Proportion of workers whose highest qualification is secondary school: 47.4%

Proportion of workers whose highest qualification is a Certificate 3 or 4: 52.6%

Proportion of workers whose highest qualification is a Diploma or Advanced Diploma: 0%

Proportion of workers whose highest qualification is a Bachelor degree: 0%

Proportion of workers whose highest qualification is a Postgraduate Diploma or Graduate Certificate: 0%

Age bracket:

Proprortion of workers aged below 35 years: 34.6%

Proportion of workers aged above 35 years: 53.8%

*The data above is sourced from the Department of Employment’s Job Outlook website.

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.
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