Whether placating a first-class diva with fresh peanuts at 33,000 feet or dealing with a hen party in cowboy hats late for their check-in, air travel customer service is high-paced, high-energy . . . and never boring.
That’s certainly true at Glasgow Airport. A new study has just revealed it welcomed 9.7 million passengers last year, generating more than £1.44 billion (GVA) annually. It also supports more than 30,000 jobs all across Scotland.
The study by economists York Aviation also highlights, if Glasgow continues to grow as forecast, by 2040 the airport will contribute £2.54 billion (GVA), support more than 43,000 jobs and welcome 17 million passengers every year.
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That’s an incredible achievement when you consider the airline industry is one of the most highly competitive sectors in the world.
And, while most airlines and airports offer similar schedules, aircraft, food and amenities, its customer service that makes the high flyers stand out.
So what makes a customer service agent the best in the business?
Unflappable frontline presence
Unless you’re a frequent flyer, airports can sometimes be daunting. As the first point of contact for a passenger, an airline customer service agent not only helps with tickets, check-in, luggage and gate directions, they’re also a calming influence.
Their mission is to make passengers feel at ease and welcome.
Whether it’s a nervous first-time flyer or a traveller with restricted mobility, the best customer service staff offers empathy and advice, as well as practical solutions.
Behind-the-scenes knowledge
Many airline customer service agents work in call or contact centres, providing information on everything from bookings, flight times, baggage concerns and even visas.
Attention to detail, problem-solving skills and being able to communicate well are also essential in this role.
Being software savvy
As you might expect in an industry where technology is continually evolving, being up-to-speed on the latest customer service software is a must.
It may be a new online booking format or an advanced filing system, but knowing how to organise, communicate and retrieve data is a must.
Staying calm amid the storm
When bad weather or technical issues causes one cancellation, this can have a domino effect, meaning the postponement of several flights.
It takes a level head, thick skin and steadfast nerves – yes, think of a rhino in a uniform – to deal with upset or frustrated passengers trying to make a connecting flight or get to their destination.
Staying calm under pressure is a critical part of customer service.
From airports and hotels to travel agencies and call centres, if you’d like to be a high flyer in Customer Service, check out the latest vacancies on s1jobs.