Red jackets

This is the person that attends to passengers with special needs. This can include a great number of people and situations: children travelling alone, people with disabilities, groups, VIPs, older people, etc. This is an occupation that demands a great willingness to help to passengers and skills to solve all type of problems.

• Attend to those passengers who require assitance while in the airport, helping them to carry out different administrative tasks: check-in, accessing the aircraft, etc.
• Receive those passengers that require special attention, when notified by the staff of the company.
• Analyse the type of problems posed and possible measures to be taken: request a wheelchair to facilitate the circulation through the airport of disabled or old people, obtain special material for children travelling alone and prepare the reception of VIPs, etc. This task is very varied.
• Take care of passengers who need special attention, from their momento of arrival until boarding. In some cases, they should be guided through the facilities.
• Provide services offered by the company in particular cases, such as informative brochures in braille for people with visual disabilities. Manage security formalisms for disabled passengers where necessary.
• Look after passengers with special needs who arrive at the airport. Receive information in advance, so as to be able to undertake the required preparations in each instance.
• Accompany passengers in transit to their allocated boarding gate.
• Guide passengers through all sections of the airport, up until the collection of luggage, in some cases even helping them to complete immigration procedures.
• Be in constant communication with the rest of the staff of the company, so as to be easily located if an incidence arises.
• Perform functions of public relations, together with the cabin crew, who represent the image of the company.
• Send messages to the destination airport with detailed information on passengers so that they can take care of those who require special treatment.

Regulated training and graduates

• Certificat de Professionalitat de la Família Transport i manteniment de vehicles: Operacions auxiliars d'assistència a viatgers, equipatges, mercaderies i aeronaus en aeroports (Nivell 1)
• Certificat de Professionalitat de la Família Transport i manteniment de vehicles: Assistència a viatgers, tripulacions, aeronaus i mercaderies en aeroports (Nivell 1)
• 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)

Complementary training

Other specific skills

Initiative: Level 3

Concern for order and quality: Level 2

Empathy: Level 2

Communication: Level 2

Customer orientation: Level 2

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.

Runway agent

Passenger service agent

Passenger handling agent

Collections manager

Administrative Officer

• Work hours

  Shift patterns extremely variable, since they are contingent upon the needs of the airline. Legislation determines the maximum number of working hours and breaks required. They work nights 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