Passenger Handling Agent; Passenger Service Agent; Ground Auxiliary; Invoicing Agent; Passenger Handling Agent.

This is the professional in charge of attending to passengers in the airport terminal. Functions include the invoicing and the boarding of passengers, as well as informing of flight connections. 'Handling' is understood as all those services of assistance given to aircrafts and passengers. Activities include; invoicing, relocation of passengers, placement of staircases, plane cleaning, fuel provision, management of luggage and merchandising, mechanical service, etc.

• Check information about passengers due to check in and identify whether there are any special cases (disabled people, children travelling alone, etc.). Where relevant, take appropriate actions: notify the company's special assistance staff and public relations department, etc.
• Deal with passengers checking in:
  Request identification information and tickets (if there are any, since this can be an electronic reservation).
  Check that passengers on international flights have their passports in order and permission to enter those countries to which they are travelling.
  Supervise the reservation and the flight of passengers: dates and times, destination, gate, time between connections, flights, etc. If a passenger is not able to make their connection flight, this individual takes charge of searching for another flight or making a hotel reservation, etc.
  Introduce data into the computer and make the seat reservation.
  Ask passengers questions on matters related to the security of their luggage (if they are carrying forbidden materials, who has packed their luggage, etc.).
  Complete the check-in of luggage, ensuring that it does not exceed the authorised weight. If luggage exceeds the weight limit, charges must be levied to passengers. Check that the hand luggage does not exceed established dimensions and weight for the airline company.
  Notify passengers of the boarding gate or other information such as the duration of the trip.
• Attend to passengers during boarding:
  Check boarding cards, as well as identification.
  Ensure that all passengers who have checked in board the plane. Should any passengers checked in fail to board, use the PA system to locate them.
• Inform transit passengers of: boarding gate, time of their connecting flight, etc. In some cases, where there is a very short time between flights, wait for them in the terminal and personally accompany them to the gate to ensure they arrive on time.
• Notify airport authorities of any improper or illegal conduct in the airport.
  

Regulated training and graduates

• Certificat de Professionalitat de la Família Administració i gestió: Activitats administratives en la relació amb el client (Nivell 2)
• Certificat de Professionalitat de la Família Administració i gestió: Activitats de gestió administrativa (Nivell 2)
• Certificat de Professionalitat de la Família Administració i gestió: Assistència documental i de gestió en despatxos i oficines (Nivell 3)
• Professional Training Course(s) in the field of Administration - Intermediate Level: Administrative Management

Complementary training

Other specific skills

Initiative: Level 2

Concern for order and quality: Level 2

Communication: Level 2

Flexibility and change management: Level 2

Customer orientation: Level 1

Planning and organisation: Level 1

Customer service

Direct and personal interaction with people and relating to the public are highly-motivating activities for individuals who have an interest in the field of customer service. A focus on people and on satisfying customers' needs is key in the occupations included in this field. These jobs entail the need to know suitable techniques for attending to the public and being able to give appropriate service that is tailored to their needs and expectations. Good examples are activities which offer assistance and guidance during functions, trips or at facilities, and those which provide advice in relation to products and services.

Passenger service agent

Administrative Officer

Runway agent

Collections manager

Conference assistant

• Work hours

  Full or part-time, shift-based. You work weekends and on bank holidays.

• Salary

  Salary range: between 16.061 and 22.900 euros annum gross. Median: 19.178 euros annum gross.
  
  Source: Report "Observatory of Jobs and Salaries of the Labour Market. Barcelona Activa", elaborated by ICSA Grupo. April 2015.

• Professional category

  Specialist staff