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 find their way around airport terminals. Airport terminals can be busy, crowded, noisy and sometimes confusing. Information assistants spend most of their time as part of a small team, looking after an information desk in the main concourse.

Their responsibilities include answering enquiries and giving passengers information about flight arrivals and departures. They may do this over the phone, face to face or by making announcements over the public address system. Passengers who do not speak English may need help in their own language.

Airport information assistants monitor computerised flight information systems and update digital displays for passengers to read. As well as providing flight information, they direct people to travel and terminal facilities, and use their initiative when appropriate. For example, they may have to locate a lost child or help 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 use your initiative to deal with the unexpected.

Whatever the pressures, you must be able to remain 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 confidence to communicate both to individuals and groups. It is useful for airport information assistants who work in larger airports 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 £19,500 a year. Hourly rates are in the range of £8.00 - £9.50 an hour.

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 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. However you must usually be aged 18 or over 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.

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