Apprenticeship training course

Aviation customer service operative (level 2)

Ensure the safe, efficient and effective check-in, boarding, departure and arrival of people.

• Qualification level: 2 ; Equivalent to GCSE.
• Typical duration: 12 months
• Apprenticeship category: Transport and logistics
• Maximum funding: £3,500 ; Maximum amount government will fund ; for apprenticeship training.
• Also known as:
  • Airport agent
  • Customer service agent
  • Ground handling agent
  • Passenger service agent
• Skills:
  Skills an apprentice will learn

  • Comply with all aviation regulations, work within legislative guidelines and procedures.
  • Complete and maintain documentation to meet current legislative aviation guidelines
  • Use aviation systems effectively.
  • Adapt to different circumstances whilst maintaining customer service standards and remaining polite, helpful and customer focused
  • Adhere to procedures for identification and safe handling of dangerous goods
  • Work effectively as part of a team and with others identifying and responding to the needs of individuals, including colleagues, other organisations/stakeholders or customers
  • Communicate effectively transmitting and receiving information and recording it as required
  • Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
  • Interpret and scrutinise travel documentation
  • Identify passenger anomalies and report to the line manager in accordance with relevant regulations
  • Correctly check-in all booked passengers and baggage
  • Carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties
  • Communicate with flight crew regarding customer and other requirements for example; passengers with restricted movements
  • Deal with the required documents and health related items and the processing channels for these
  • Identify and use the correct handling method by using IATA PRM codes or via another applicable means of communication
  • Take remedial action upon identification of faults or errors in a timely manner.

Full information on Aviation customer service operative (level 2) is available from the Institute for Apprenticeships and Technical Education.

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