Specialist Function – Passenger Services

The main purpose of a passenger operative is to assist customers in achieving a seamless travel experience through the airpor t on departure and arrival. With a key role in customer interaction the passenger services operative assists customers at check-in, gates, boarding, departure and arrivals. Customer experience must be a key focus to meet and exceed expectations whilst maintaining operational and regulatory standards, and acting as an ambassador for the company, carrier and / or airport.

Knowledge and Understanding


Travel documentation

The requirements for and characteristics of passports, visas and other statutory or organisational travel documentation and how to read and confirm their validity for acceptance to travel.

Identify and scrutinise travel documentation required to meet customer, organisation and legal requirements for travel and report anomalies to the passenger and line manager in accordance with relevant regulations.

Check in

The organisation’s check-in process and procedures to meet all legislation applicable to passengers, in particular data protection policies.

Work as a team member to correctly check-in all booked passengers and baggage in accordance with the organisation’s aviation and IT systems and procedures.

Gate processes

The role of a team member in the boarding, departure and arrival process, including premium services such as lounge access and priority boarding and the operation of specialised equipment for boarding, arrivals, and passenger movement.

Effectively communicate to passengers using public address and IT systems, and carry out the boarding functions, ensuring accurate head counts and security and pre-boarding briefs and passenger handling duties; communicate with flight crew regarding customer and other requirements.

Customer service and communication

Understand fully the importance of communications and customer service to the organisation, including compliance with passenger related Air Transport Security (ATS) requirements and procedures for landside/airside safety of passengers and staff.

Be polite, helpful and customer focussed whilst maintaining customer service standards, processing passengers with restricted movement (PRMs) and ensuring compliance with regulations and commercial operations