By Shani Reid

The aviation industry on the high, coming out of the aftermath of 9/11, after going through severe financial difficulties and subsequent declarations of bankruptcy, things are on the upswing for this sector. The introduction of services by Spirit and Virgin Atlantic airlines to the Caribbean and the recent launch of the Caribbean Airlines is an indicator of the industry bouncing back into requisition.

The perception of careers in the industry normally are met with visions of flying through the skies as pilots or glamorous flight attendants but there is so much more to being in the industry than flying itself, there are many other professions and one can find a place in the burgeoning industry, here are a few of the professions in the industry the skills you will need, how to get in and get ahead.

Customer Service Representative

Customer Service is often defined as ensuring satisfaction by exceeding expectations constantly and consistently. Of course this feat is near impossible as given the nature of the job; there are bound to be dissatisfied customers which makes the job even more challenging.

The general job description for working on the airport as a customer service representative entails:

• Checking in passengers for outgoing flights


• Ensuring that they have proper documentation e.g. valid passports and visas,


• Ensuring that the passengers observe flight regulations Receiving passengers from incoming flights


• Issuing and receiving payment for tickets


• Ensuring that passengers board the correct flight at departure gates by checking boarding passes and travel documents prior to boarding


• It also entails handling luggage claims

Carol Fletcher, a Human Resource Manager with Air Jamaica Holdings Ltd based at the Norman Manley International Airport says that aside from academic qualifications customer service representatives based on the airport need to be 'willing to go the extra mile'.

The extra mile can be anything from being called in hours before your scheduled shift to facilitate passengers on delayed flights to staying on the airport hours after a shift, escorting unaccompanied minors, at the last minute, to their destinations, checking for misplaced items on board planes after the flight has landed.

Trudy, a customer service representative based at the Sangster International Airport said, "after my first month I started walking with my passport as the airport is such a dynamic, fast paced environment you may be called upon at any time, there are days you may come to work and end up escorting a passenger to their destination."

In order to ensure satisfaction, excellent customer service skills are paramount including the ability to diffuse tense situations quickly, which range from passengers irate about lost baggage to overbooked flights, not obtaining their requested seating or meal arrangements and passengers that have to pay penalties due to their own negligence,

Nicole, a former customer service representative says that ' the airport is a lively place, I love customer service and being on the airport, the people, the passengers and the day to day happenings make it a truly exhilarating experience'.

Salaries for customer service representatives start at J$ 50,000.00 monthly gross and increase as you move through the ranks. Perks include free flight benefits; many airlines offer free flight benefits even after employment has ended for both the employee and their immediate families. Also many airlines like Air Jamaica take their employees to and from work by staff bus and so employees certainly save on fuel and energy costs.

Due to the nature of work there are various sections within the customer service field and so there is definitely room for growth and personal and professional development as one may gain experience and knowledge as a counter agent, gate agent, baggage claims, administration and ticketing. There are many available employers within the sector and with an ever-expanding market of new airlines such as Spirit and Virgin Atlantic and new routes being implemented there are a host of employers at your fingertips.

Next week: Spreading wings for techies in aviation

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