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Customer Services Agents

A Day in the life of...

A customer service agent at an airport is fast-paced and diverse, filled with a wide range of tasks to ensure passengers have a smooth travel experience. The day starts with a briefing on flight schedules, potential delays, and other updates. Throughout the day, the agent assists passengers with check-in, helps them navigate security protocols, and answers questions about boarding gates, flight status, and baggage. 

Entry Requirements

  • A high school certificate or equivalent is typically required.  
  • Some positions may prefer candidates with additional training or certification in customer service, travel, or hospitality. 
  • Flexibility, patience, and adaptability are important, as customer service agents may deal with irregular schedules, including nights, weekends, and holidays, and must respond to sudden changes, like delayed flights. 
  • A background check is mandatory due to security requirements at airports.

Study Pathways

  • Customer Service/Experience Training Programs 
  • AVI30319 Certificate III in Aviation (Ground Operations and Service)