Wish to work at your city’s Airport? Be a Customer Service Assistant with an Airline

Have you always dreamt of working at your city’s airport?
As a young job seeker, it would excite you to know that modern airports are great avenues for building your career in the travel, tourism & hospitality industry. As airports are the gateways to a country, and the economy is becoming increasingly globalised, cities are demanding state-of-the-art airports. Airports today are getting bigger & bigger in size and are handling an ever increasing volume of passenger(s) & cargo(s). And they are not stopping at that. Airports today are becoming major experience centres by hosting an array of services such as shopping, dining & entertainment.
So if you have been wondering on how to build a career at the airport, it would interest you to know that becoming CUSTOMER SERVICE ASSISTANT with an airline is one great way to start building your career at the airport. So come, let’s explore it further…

What does a Customer Service Assistant do?
Customer Service Assistants are the face of the airline at the airport. They are responsible for ensuring that passengers have a pleasant stay at the airport and assist airline’s passengers before, after and in between two connecting flights. Check-In, Baggage Assistance, Departure & Arrival Gate Assistance, Airport Lounge Services – a Customer Service Assistant could be deployed for any of these roles. Customer Service Assistants are also responsible for assisting those in need of any special service such as accompanying unassisted minors & elderly, passengers who have missed their connecting flights or premium passengers who need to be looked after. The service excellence of any world class airline begins at the airport! Hence, all leading airlines lay high emphasis on the selecting only the best candidates as Customer Service Assistants.

Who can become a Customer Service Assistant?
Being a Customer Service Assistant means being on the ‘Guest Facing’ side of the travel, tourism & hospitality industry. Hence a professional appearance and co-operative attitude is an absolute must for any one aspiring to be a Customer Service Assistant.
Although airlines have their training programs for fresher(s), an in-depth theoretical understanding of the intricacies of the travel, tourism & hospitality industry is always desired.
Blue Whale Academy’s BSc in Tourism & Hospitality Management (UGC approved) is a graduate course that imparts the right theoretical skills. Those looking at international certifications can opt for CTH Level 4 (UK Qualification).

What qualifications should any candidate possess?
As Customer Service Assistants are required to work intensively with the passengers, assisting them and answering their questions, an ideal candidate is the one who has great interpersonal skills. An airline has the following qualities on its wishlist

  • Excellent grooming standards & pleasant appearance
  • Excellent communication skills
  • Excellent spoken skills in English & atleast one regional language
  • Knowledge of foreign language such as French, Spanish or German would be an added advantage (Especially at International Airports)
  • Knowledge about airline ticketing software(s) such as GDS

What does a Customer Service Assistant do?
A Customer Service Assistant (also known as Passenger Service Agents) carry out all airport operations on behalf of the airline. A Customer Service Agent is required to:

  • Perform the allocated customer service functions viz. Check-In, Explaining Customers about Luggage Charges, Arrival & Departure Gate Assistance, Ramp Assistance, Carrying out reservation upgrades etc.
  • Assist passengers with formalities of customs & immigrations
  • Personally deal with passengers who have been denied boarding, or with irate passengers
  • Provide information to passengers on flight delays & cancellations. Communicating with them about their food & stay arrangements.
  • Taking care of passengers with special needs (as per the guidelines of the airline) such as Unassisted Minors, Unaccompanied Elderly, or passengers with special needs such as those requiring wheel chairs
  • Helping passengers board their connecting flights with ease
  • Escorting first class & business class passengers from the airport gate to check-in to airline lounge to boarding gate
  • Calming & reassuring nervous passengers
  • Checking status of all flights such as Catering Uplift, Requirement of any Special Meals or Additional Meals, All Passengers Boarded etc.

How is the work environment?
As a Customer Service Assistant, you would be deployed at your city’s airport. You could be assigned either to domestic operations or to international operations depending on your airline’s operating network.

  • Working Hours: As major airports in India work round the clock, Customer Service Assistances are required to work in shifts. The duration of work shift varies with the airline. In domestic operations, your shift could begin as early as 5am while for international operations, your shift could begin as late as 11pm
  • Place of work: Your place of work will be the airport. At the airport, you could be deployed at any point of operation depending on your airline’s human resource deployment guidelines
  • Grooming & appearance: To help identification, you would be required to wear the airline’s official uniform

How about the career progression & growth?
Airports are becoming increasingly complex in their operations. Major airports in India such as New Delhi Indira Gandhi International Airport, Mumbai Chatrapati Shivaji International Airport, Bengaluru Kempegowda International Airport and Hyderabad Rajiv Gandhi International Airport are major aviation hubs, are of world standards and are competing with other airports in Middle East to become global aviation hubs. This is providing immense opportunities for major airlines in India and abroad to increase their operations here.
This provides unprecedented opportunities for their airport staff to grow their careers.
Beginning your career as a Customer Service Assistant, one could expect salary & designation growths and would be require to handle an increasing responsibility of operations. A dedicated & intelligent Customer Service Assistant could also go on to head Airport Operations for her airline. One could also get deployed at a Foreign International Airport which is a major focus area for the airline.
INTERNATIONAL JOB opportunities would also come across as airports such as Dubai International Airport seek to recruit experienced staff from countries like India.

How much is the starting salary?
Fresher(s) typically begin on salary scales ranging from INR 12,000 per month to INR 18,000 per month. International assignments such as a job in Dubai could get a fresher a starting salary in the range of INR 35,000 to INR 50,000. With increasing responsibilities & designations, the salaries offered are among the best as compared with other many other contemporary industries.

How to become a Customer Service Assistant?
Enrolling for the right course & getting summer internship experience or on-the-job experience is important to be a Customer Service Assistance. Blue Whale Academy offers courses that provide the theoretical concepts and also extend opportunities of Summer Internships and On-the-Job Trainings as a part of the curriculum.

As a Customer Service Assistant, you could begin your career with any of these airports in India & abroad!

Mumbai Chatrapati Shivaji International Airport

New Delhi Indira Gandhi International Airport

B Bengaluru Kempegowda International Airport

Dubai International Airport

Abu Dhabi International Airport

Qatar International Airport

So do you think becoming a Customer Service Assistant is your true calling? That’s Great! Get to know more details of how to Market Yourself to your Dream Company in our FREE Job Placement Guide. Get your FREE COPY here

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