Airline Customer Service Agent Apprenticeship

Airline Customer Service Agent Apprenticeship

You would ensure that passengers and their luggage board the proper aircraft safely and on time.

You’d calm worried passengers and explain procedures to anyone who had never flown. After a lengthy or delayed journey, it is vital to remain calm and patient with those upset or disappointed.

Typically, you would work on behalf of an airline or a ground services organisation.


Throughout your apprenticeship, you may help:

  • help passengers with self-serve or assisted check in procedures
  • deal with passenger flight queries
  • verify travel documents and provide boarding passes
  • tell passengers about luggage restrictions
  • weigh baggage and collect any excess weight charges
  • take care of children travelling alone, VIPs and people who need special assistance
  • follow strict safety and security measures
  • update computerised records and use equipment like scanners.


  • Starting salaries for an apprentice is £15,000 per year.
  • Experienced airline customer service agent can earn up to £25,000 per year.

Working hours

Airports usually operate 24 hours a day, so you would work on a shift system.

Working environment

You could work at an airport.

Your working environment may be crowded.

You may need to wear a uniform.


Qualifications you can achieve as an apprentice airline customer service agent include:

  • Level 2 Aviation Customer Service OperativeEntry requirements for this level include some GCSEs, usually including English and maths, or equivalent, for an intermediate apprenticeship. This qualification will take 12 months to complete.


On an airline customer service agent apprenticeship, you’ll learn:

  • customer service skills
  • to be thorough and pay attention to detail
  • the ability to work well with others
  • sensitivity and understanding
  • patience and the ability to remain calm in stressful situations
  • the ability to accept criticism and work well under pressure
  • excellent verbal communication skills
  • active listening skills
  • to be able to use a computer and the main software packages competently.

Career path and progression

You might rise to a supervisory or management role, such as a flight dispatcher, with experience.

You might work in other areas of airport operations or become a cabin crew member.

Updated on October 2, 2023

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