Airport Information Assistant

Introduction

Airport information assistants make passenger announcements about flights, deal with telephone enquiries and help people find their way around airport terminals.

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Work Activities

Airport information assistants help passengers make their way around the often bewildering environment of an airport terminal. The terminal is busy, usually crowded and often noisy. Most of their time is spent as part of a small team, looking after an information desk in the main concourse.

Their responsibilities include answering telephone enquiries and making announcements for passengers over the public address system, as well as dealing with passengers face-to-face. Passengers who do not speak English may need to be assisted in their own language.

Airport information assistants monitor computerised flight information systems in order to keep passengers up-to-date on arriving and departing aircraft. They provide flight information, direct people to travel and terminal facilities, and use their initiative when appropriate. For example, they may have to locate a lost child or assist someone whose friend or relative does not arrive when expected.

In smaller airports, the duties of airport information assistants are sometimes expanded to include foreign currency exchange, lost property, booking hotels and car hire.

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Personal Qualities and Skills

You will need to have customer service skills and feel at ease when dealing with members of the general public. You will have to answer a wide range of questions and handle unforeseen situations.

Whatever the pressures, you must be capable of remaining cool and calm. Tact and diplomacy are essential, especially when dealing with passengers who are distressed or difficult.

A clear speaking voice is essential, as well as the ability to communicate both to individuals and groups. Larger airports expect airport information assistants to be fluent in at least one language other than English.

A background in the travel industry or experience of dealing with people is an advantage.

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Pay and Opportunities

The pay rates given below are approximate.

Airport information assistants earn in the range of £14,000 - £17,000 a year, rising to around £19,000 a year.

Airport information assistants usually work a basic 40 hour week. Early starts, late finishes, shifts and work at weekends and on public holidays may be required. Part-time and seasonal work may be available.

Larger airports provide most opportunities for employment.

Entry to this work is very competitive.

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Adult Opportunities

It is now illegal for any organisation to set age limits for entry to employment, education or training, unless they can show there is a real need to have these limits.

You'll usually need to be over 18 to become an information assistant. This is due to shift work regulations.

Previous work experience in dealing with the public, customer service or retail sales is helpful. Fluency in foreign languages (especially French and German) can be an advantage in certain posts.

• 15% of people in occupations such as airport information assistants, work on a part-time basis.
• 2% have flexible hours.
• 3% work on a temporary basis.

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