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Airline Passenger Officer

No Formal Qualifications Year 12 Preferred Subject Prerequisites Aptitude Tests On The Job Training Traineeship Year 10 Preferred

Also known as Airline Customer Service Agent and Airline Customer Service 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.

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

Uniforms are usually provided.


    Airline passenger officers may perform the following tasks:

  • 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


  • 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

Interest Area

Helping/Community Service Influencing/Personal Contact Clerical/Administrative


No Formal Qualifications Year 12 Preferred Subject Prerequisites Aptitude Tests On The Job Training Traineeship Year 10 Preferred

You can work as an airline passenger officer without formal qualifications. Employers generally require you to gain your HSC/ACT Year 12 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.

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.

    Once you are employed, you may be able to develop, and have recognised, additional skills under the Aviation Industry or Tourism, Travel and Hospitality Training Packages that will expand your career opportunities within these industries.


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.

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More Information - External Links

Job Outlook for Airline Passenger Officer Chartered Institute of Logistics and Transport Jetstar Airways Pty Ltd Qantas Airways Ltd Virgin Australia

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