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.

The Work

Airport information assistants help passengers make their way around the often bewildering environment of an airport terminal. The terminal is busy, usually crowded and often noisy. Most of their time is spent as part of a small team, looking after an information desk in the main concourse.  
 
Their responsibilities include answering telephone enquiries and making announcements for passengers over the public address system, as well as dealing with passengers face-to-face. Passengers who do not speak English may need to be assisted in their own language.  
 
Airport information assistants monitor computerised flight information systems in order to keep passengers up-to-date on arriving and departing aircraft. They provide flight information, direct people to travel and terminal facilities, and use their initiative when appropriate.  
 
In smaller airports, the duties of airport information assistants are sometimes expanded to include foreign currency exchange, lost property, booking hotels and car hire.  
 
Information Assistants provide passengers with information on transport options from the airport to other local destinations, or provide local maps and directions to passenger's required destination, e.g. hotel or meeting.

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

• Airport Information Assistant - 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. Knowledge of a foreign language is very desirable as is work experience manning a reception desk or working in tourism. This is a Tourism career.

Training & Development

FET Centre Traineeship: Business Administration, Customer Service, Management in centres around Ireland NFQ Level 5-6 Search our FET Coursefinder

FET PLC Courses: Sales, Business Administration, Airline & Travel Industry Studies, International Airline Studies, Airline Studies & Tourism, Tourism, Travel and Airline Studies and Cabin Crew courses at NFQ at Levels 5-6 Search our FET PLC Coursefinder

Apprenticeship: Sales Apprenticeship NFQ level 6 Search Apprenticeships

Professional Development 

Garda clearance may form part of employment applications in line with Aviation authority or main employer Airports (e.g) Dublin Airport Authority Careers

Knowledge of a foreign language is very desirable as is work experience manning a reception desk or working in tourism.

Last Updated: March, 2023

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

Salaries vary by employer, location, roles, duties, shift pattern, and experience

Data Source(s):
National Careers Service/ Excel Aviation / Indeed.ie/ Glassdoor/ Talent.com

Last Updated: February, 2024

* The lower figures typically reflect starting salaries. Higher salaries are awarded to those with greater experience and responsibility. Positions in Dublin sometimes command higher salaries.

View Salary information from Indeed.ie
Note: data not aways available

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

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