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Check-in Agent

Check-in agents check passengers onto flights and ferry crossings, take their tickets and luggage, and give them boarding passes, or assist them to use self-check systems. If they work in an airport, they may also meet and dispatch aircraft.

 

Tasks & duties

Check-in agents do some of the following, depending on whether they work at an airport or a ferry terminal:

  • check passengers on to flights and ferries
  • assist passengers to use self-check systems
  • check in and direct vehicles on to ferries
  • check passengers' passports and hand out customs documents
  • check international passengers are allowed to enter the countries they are travelling through
  • check customers' baggage complies with dangerous goods restrictions
  • weigh baggage and collect payment for overweight items
  • print and attach baggage tags
  • give passengers their boarding passes and any other information they require
  • organise for passengers' seats to be changed or special meals to be provided
  • find out if there are any passengers on incoming aircraft who have special requirements, such as unaccompanied minors, and look after them when the flight lands
  • meet aircraft and make sure all passengers disembark
  • prepare flights for departure by liaising with flight attendants, caterers and cleaners
  • check boarding passes
  • provide customer support during flight and sailing disruptions
  • trace lost baggage
  • work in airline customer club rooms

 

Skills & knowledge

Check-in agents need to have:

  • knowledge of airport or ferry terminal procedures, including security or dangerous goods procedures
  • knowledge of basic aircraft or ferry layout
  • knowledge of different destinations
  • excellent customer service skills
  • communication skills and the ability to speak clearly to make announcements over public address (PA) systems
  • keyboarding and computer skills
  • knowledge of how to access information such as immigration rules and luggage allowances
  • decision-making skills
  • Foreign language skills may also be useful

 

Entry requirements

There are no specific requirements to become a check-in agent, as skills are gained on the job. Airport check-in agents need to pass a medical exam and gain an airport security clearance.

 

Secondary education

Three years of secondary school education is preferred and useful subjects include English, maths, computer studies and languages.

 

Training on the job

Check-in agents are trained by their employer in training schools or on the job. They can work towards national certificates through on-the-job training.

 

Useful experience

Any jobs that involve face-to-face customer contact, such as in retail or hospitality, are useful for check-in agents. Previous work in other travel or tourism positions, travel experience or a travel or tourism qualification are also useful.

 

Related courses

Tourism Studies

 

For more information, please refer to Career Services.

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