Back-up passenger, user and customer handling agent; skycaps.

This professional attends to, helps all passengers that are in transit in an airport, and provides up-to-date information. Activities can be very wide ranging in this post and involve any type of problem posed by passengers. These professionals are their point of support. These professionals are sometimes referred to as "green jackets" in Spanish airports, due to their specific attire.

• Provide passengers with all sorts of information: about flights, how to find airlines, boarding gates, location of luggage reclaim facility, meeting points, medical services, etc.
• Use Aena's custom computer software, known as SIRE (the Delay Information System) to find the necessary information.
• Deal with passengers who have issues with their flights.
  Ensure that passengers are comfortable and properly attended to by their airlines.
  If necessary, carry out hotel reservations.
• Provide assistance to passengers and try to solve any problems they might have. These can be of a varied nature:
  Get in touch with embassies, consulates and other companies, in the event that documentation or identification is lost.
  Notify police if the passenger suffers a theft or the security team in the case of loss of luggage.
  Contact specific airport departments, if necessary.
• Provide assistance to passengers having difficulties, for instance if they can't find their family or have arrived in a country where they don't speak the language.
• Provide information about the area in which the airport is located: hotels, public transport, maps, etc.
• Listen to and deal with passenger complaints.
• Functionally speaking, serves as the main source for collecting the necessary data in order to monitor the level of customer service and produce relevant statistics.
• Direct transit passengers to other terminals, if necessary.

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

User-level computer skills. A knowledge of the following is recommended:
60 words/minute in wordprocessing, knowledge in the production and correction of documents (document extension of no more than 10 pages).
Production-level use of excel and use of basic functions between cells.
User-level command of email programmes (outlook, basic functions of forwarding, appointments, groups, etc.).
User-level command of Web browser.
The particular systems used by AENA.

Self-control: Level 1

Empathy: Level 2

Communication: Level 2

Flexibility and change management: 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.

Passenger handling agent

Special assistance agent

Collections manager

Runway agent

Administrative Officer

• Work hours

  Shift-based working hours. Depending on the airport timetable.

• Salary

  Salary range: between 16.965 and 25.130 euros annum gross. Median: 20.648 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