Most commonly reported Work Activities

•   Interacting With Computers Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
•   Performing for or Working Directly with the Public Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
•   Getting Information Observing, receiving, and otherwise obtaining information from all relevant sources.
•   Making Decisions and Solving Problems Analysing information and evaluating results to choose the best solution and solve problems.
•   Evaluating Information to Determine Compliance with Standards Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
•   Identifying Objects, Actions, and Events Identifying information by categorising, estimating, recognising differences or similarities, and detecting changes in circumstances or events.
•   Establishing and Maintaining Interpersonal Relationships Developing constructive and cooperative working relationships with others, and maintaining them over time.
•   Communicating with Supervisors, Peers, or Subordinates Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
•   Performing General Physical Activities Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
•   Communicating with Persons Outside Organisation Communicating with people outside the organisation, representing the organisation to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.

Working Life

Airport check- in agents usually work for an airline, or for a ground services agent on behalf of an airline.

Check-in agents are responsible for making sure that passengers and their luggage safely board the right aircraft at the right time. In this role, you will often be the first person that passengers meet as they start their journey so it is important to have a welcoming attitude in order to give them a positive experience.

Check-in agents are required to deal with passenger enquiries about flight departures and arrivals, provide boarding passes and luggage labels, weigh baggage and collect any excess weight charges. 

It may also be required that check-in agents assist passengers through immigration and customs, or escort passengers who have night flight connections or special needs as well as calming and reassuring nervous passengers.

Most commonly reported Work Tasks

• Examine passenger documentation to determine destinations and to assign boarding passes.
• Trace lost, delayed, or misdirected baggage for customers.
• Check baggage and cargo and direct passengers to designated locations for loading.
• Provide boarding or disembarking assistance to passengers needing special assistance.
• Confer with customers to determine their service requirements and travel preferences.
• Announce arrival and departure information, using public address systems.
• Determine whether space is available on travel dates requested by customers, assigning requested spaces when available.
• Assemble and issue required documentation, such as tickets, travel insurance policies, or itineraries.
• Maintain computerised inventories of available passenger space and provide information on space reserved or available.
• Inform clients of essential travel information, such as travel times, transportation connections, or medical and visa requirements.

Further Information

• Airline Customer Service Agent- from: N.C.S. [UK]

This occupation is typically suited for people with the following Career Interests:

 Administrative

Administrative people are interested in work that offers security and a sense of being part of a larger process. They may be at their most productive under supervisors who give clear guidelines and while performing routine tasks in a methodical and reliable way.

They tend to enjoy clerical and most forms of office work, where they perform essential administrative duties. They often form the backbone of large and small organisations alike. They may enjoy being in charge of office filing systems, and using computers and other office equipment to keep things running smoothly. They usually like routine work hours and prefer comfortable indoor workplaces.

 Enterprising

Enterprising people like situations that involve using resources for personal or corporate economic gain. Such people may have an opportunistic frame of mind, and are drawn to commerce, trade and making deals. Some pursue sales and marketing occupations. Many will eventually end up owning their own business, or in management roles in larger organisations. They tend to be very goal-oriented and work best when focused on a target. Some have an entrepreneurial inclination.

 Social

The Social person's interests focus on interacting with the people in their environment. In all cases, the Social person enjoys the personal contact with other people in preference to the impersonal dealings with things, data and ideas found in other groups.

Many will seek out positions where there is direct contact with the public in some advisory role, whether a receptionist or a counsellor. Social people are motivated by an interest in different types of people and like diversity in their work environments. Many are drawn towards careers in the caring professions and social welfare area, whilst others prefer teaching and other 'informing' roles.

There are many pathways towards a career in the airline and hospitality sector. This is a Tourism career.

Sample Education and Training Pathways
A number of courses are available throughout the country that focus on learning and skills that may be useful for this career. The examples and links below may guide you in your research. 

Further Education (FET)
Further Education & Training (FET) Courses are delivered by local ETBs, ranging in duration from several weeks up to 20 months. Courses are designed to meet the labour market needs and often include a large element of work experience.

Example search terms include: business administration, customer service, airline operations, management.

Search for FET Courses

PLC Courses (FET)
PLC courses are full-time courses, one or two years duration, with awards at Level 5 and 6 on the NFQ. They are offered nationally in Schools and Colleges of Further Education.

Example search terms include: sales, business administration, airline and travel industry studies, international airline studies, airline studies and tourism, tourism, travel and airline studies, cabin crew courses.

Search for PLC Courses

Apprenticeships: 
Apprenticeships are structured work-based training programs that combine on-the-job training with classroom instruction. They run from 2 – 4 years and are open to individuals of all ages, including school leavers, those seeking a career change, and existing employees who wish to upskill.

Examples: Sales Apprenticeship.

Search for Apprenticeships

Salary Range (thousands per year)* €25k - €31k

Salaries vary by employer, location, duties, shift pattern, and experience. Generally average of €12 - €18 euro per hour depending on employer.

Data Source(s):
Glassdoor/ Excel Aviation/ Indeed/ Talent.com

Last Updated: February, 2024

Note: The following information relates to occupations that include: Sports and leisure assistants; travel agents; air and rail travel assistants; holiday representatives, tour guides; Leisure and theme park attendants; Travel agency managers; proprietors Leisure and travel service occupations n.e.c.

This information has been derived from the Solas National Skills Bulletin (2023).

Although employment levels grew between 2021 and 2022 for this occupation, numbers employed remained below pre-COVID-19 levels. The numbers employed across the various roles in this occupation are too small in the Labour Force Survey for further analysis but the CSO Census data shows that approximately half of those in this occupation worked as air travel assistants or travel agents, with 2022 levels for these roles well below their 2016 levels.

Approximately a third of persons employed in this occupation work part-time, higher than the national average. The extent to which employment in these occupations will recover to their prepandemic levels is uncertain as affordability and attractiveness for air travel services in particular remains vulnerable to increased energy costs, and consumer demand and preferences given the green agenda and cost of living pressures.

• Dublin Airport Authority

  • Head Office, Dublin Airport, Co Dublin
  • (01) 814 1111
  • [email protected]
  • Click Here

• Irish Aviation Authority

  • The Times Building, 11-12 D'Olier Street, Dublin 2
  • +353 1 603 1100
  • [email protected]
  • Click Here