Question 1

What does an airport customer service agent do?

Accepted Answer

An airport customer service agent assists passengers with check-in, boarding, baggage enquiries and general airport services. They are the face of the airline or airport, providing information, resolving issues and ensuring passengers have a smooth travel experience from arrival at the terminal through to boarding their flight.

Question 2

What award covers airport customer service agents in Australia?

Accepted Answer

Airport customer service agents may be covered by the Airport Employees Award 2020 (MA000048) or the Ground Staff Award 2020 depending on their employer and specific duties. The Airport Employees Award covers employees working directly for airports, while airline ground staff may fall under different awards. Always check which award applies to your specific operation.

Question 3

What classification level should I use for an airport customer service agent?

Accepted Answer

Under the Airport Employees Award, customer service agents are typically classified between Level 2 and Level 4 depending on their experience, responsibilities and systems knowledge. Agents with additional duties like supervisory responsibilities or specialist systems training may be classified at higher levels. See our Airport Employees Award pay rates guide for current rates.

Question 4

Should I include pay rates in an airport customer service job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates in the competitive airport services sector. You can reference the applicable award rate or use phrases like 'Competitive hourly rate based on experience and shift requirements.' Check the current Airport Employees Award rates for guidance.

Question 5

What qualifications do airport customer service agents need?

Accepted Answer

Airport customer service agents typically need an Aviation Security Identification Card (ASIC), which requires background checks and security clearances. Many employers prefer candidates with formal qualifications such as Certificate III in Aviation (Ground Operations and Service) or equivalent customer service training. Computer literacy and excellent communication skills are essential. Use HR software to track ASIC expiry dates and certifications.

Question 6

What other skills should airport customer service agents have?

Accepted Answer

Beyond formal qualifications, look for strong customer service experience, computer systems proficiency (including airline reservation systems like Amadeus or Sabre), professional presentation, ability to work under pressure, problem-solving skills, and attention to detail. Experience with passenger handling during disruptions is highly valuable.

Question 7

Are language skills important for airport customer service roles?

Accepted Answer

Multiple language skills are highly desirable, particularly for international airports or airlines with diverse passenger demographics. Languages such as Mandarin, Japanese, Korean, Hindi, Arabic and European languages are particularly valuable and may attract higher classification or allowances.

Question 8

Do airport customer service agents need disability assistance training?

Accepted Answer

Yes, training in assisting passengers with disabilities or reduced mobility is increasingly important and often required. This includes understanding wheelchair assistance procedures, communication with passengers who have hearing or vision impairments, and awareness of special assistance requirements under disability discrimination legislation.

Question 9

Should I hire casual or permanent airport customer service agents?

Accepted Answer

This depends on your operational requirements. Permanent staff provide consistency and build expertise with systems and procedures, while casual staff offer flexibility for peak travel periods and flight schedule variations. Many airport operations use a mix of permanent staff for core shifts and casuals for busy periods. See our guide on casual vs permanent employment trends.

Question 10

What penalty rates apply to airport customer service agents?

Accepted Answer

Under the Airport Employees Award, penalty rates apply for: Saturdays (150% after 12pm), Sundays (200%), public holidays (250%), and shift work penalties for early morning, evening and night shifts. Casual employees receive a 25% loading. Airport operations often require 24/7 coverage. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for airport customer service agents?

Accepted Answer

Under the Airport Employees Award, the minimum engagement for casual employees is typically 3 hours per shift. Part-time employees have guaranteed minimum hours. Shift lengths often align with flight schedules and peak passenger processing times.

Question 12

What should I include in an airport customer service employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type, hourly rate, applicable award, ASIC requirements, main duties, work location (terminal/airline), shift patterns (including early starts and late finishes), uniform requirements, and any physical requirements. Use our digital employment contracts to simplify this process.

Question 13

How far in advance must I provide rosters to airport customer service agents?

Accepted Answer

Under the Airport Employees Award, rosters should be provided at least 7 days in advance where practicable. Changes require reasonable notice unless due to operational requirements like flight schedule changes. Using rostering software helps support compliance and gives staff visibility of upcoming shifts aligned with flight schedules.

Question 14

Can I require airport customer service agents to work early morning and late night shifts?

Accepted Answer

Yes, but shift requirements should be clearly communicated in the job description. Airport operations typically operate from early morning (4am) through to late night (midnight or later) to match flight schedules. Under the award, employees are entitled to shift penalties for early morning and night work. Be clear about shift expectations during hiring.

Question 15

What breaks are airport customer service agents entitled to?

Accepted Answer

Under the Airport Employees Award, employees working more than 5 hours are entitled to an unpaid meal break of 30-60 minutes. Paid rest breaks also apply based on shift length. Breaks must be scheduled to ensure continuous passenger service coverage during check-in and boarding times. Use break planning tools to manage coverage.

Question 16

How do I manage airport customer service coverage during peak travel times?

Accepted Answer

Plan rosters around flight schedules, particularly peak check-in times (typically 2-3 hours before departures) and boarding periods. Consider building a pool of trained casual staff for school holidays, public holidays and peak travel seasons. Cross-train staff on different airline systems where possible. Use rostering software to match staffing levels to flight volumes.

Airport customer service agent job description