Aviation customer service operative
Level 2 · IntermediateTransport and logistics 1 yr typical
About this apprenticeship
What it involves
An aviation customer service operative is the first point of contact for passengers at an airport, providing check-in, boarding, and passenger assistance services to ensure a smooth and positive airport experience. Apprentices learn airport procedures, airline systems, security awareness, and how to assist passengers with accessibility needs or disrupted journeys. This role can lead to senior agent, supervisor, or specialist roles in passenger operations.
On the job
What you’ll learn
Airport check-in procedures and airline departure control systems
Baggage handling, labelling, and weight and balance awareness
Passenger boarding, gate management, and aircraft turnaround processes
Assisting passengers with reduced mobility and special assistance needs
Aviation security regulations and passenger and baggage screening awareness
Disruption handling, rebooking, and customer complaint resolution
Professional communication in a multi-lingual and international environment
On the job
What you’ll do day to day
Check in passengers and issue boarding passes and baggage labels
Assist passengers with baggage drop and query resolution at check-in
Manage boarding gates and control passenger flow onto aircraft
Provide special assistance to passengers with mobility or accessibility needs
Handle flight disruptions, rebooking passengers, and communicating delays
Verify passenger documentation and report security concerns
Maintain accurate records and comply with airline and airport procedures
The deal
How this apprenticeship works
You earn a wage from day one. You are a paid employee, not a student. There are no tuition fees - the training is funded by your employer and the government.
About 20% is “off-the-job” training. Roughly a day a week is spent learning away from your normal duties - at a college, training provider, or online - working towards a recognised qualification.
It ends with an end-point assessment (EPA). Near the end, an independent assessor checks you can do the job to the national standard - through tests, a project, a portfolio or an interview. Pass it and you are fully qualified.
How to get there
What you need to start
Level 2 (Intermediate) - roughly GCSE level. Often open with few or no formal qualifications - a strong first step. Some employers ask for a couple of GCSEs.
What’s next: Typically leads on to a Level 3 (Advanced) apprenticeship.
Entry requirements are set by each employer and can vary - always check the specific vacancy.
Hear from employers
What it’s really like
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