Passenger Service Agent

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Job Title: Passenger Service Agent – Heathrow Airport

Are you passionate about providing excellent customer service and looking to take the next step in your aviation career?

We’re currently seeking a Passenger Service Agent to join our client’s welcoming and professional team based at Heathrow Airport. This is a fixed-term contract for two years, with the possibility of becoming permanent based on performance and business needs.

Location: Heathrow Airport
Hours: 35 hours per week (early and late shifts)
Salary: £30,000 – £34,000 (depending on experience)

Important: To be considered for this role, applicants must be able to provide a 5-year checkable work/reference history to obtain an Airside Pass.

Key Responsibilities:

  • Be the first and last point of contact for passengers, delivering a warm welcome and professional service at every stage of their journey.

  • Perform check-in duties, ensuring all travel documentation and security requirements are thoroughly checked.

  • Manage booking amendments, process payments, and respond to ticketing enquiries at the ticket desk.

  • Assist with special services, including VIP meet-and-greet arrangements.

  • Prepare for departures and arrivals, including gate coordination and passenger reconciliation.

  • Supervise check-in areas and support check-in staff where needed.

  • Monitor flight status and take appropriate action, especially for connecting passengers.

  • Handle Lost & Found and baggage service enquiries.

  • Complete general office tasks and ensure the workspace remains well-organised.

What We're Looking For:

  • Strong communication and customer service skills, with the ability to engage confidently at all levels.

  • Excellent attention to detail – you’ll be dealing with vital travel documentation and bookings.

  • Good time management and the ability to stay calm under pressure.

  • High level of professionalism and confidentiality.

Desirable Skills & Experience:

  • Ability to make decisions efficiently and work on your own initiative while supporting team goals.

  • GCSEs (or equivalent) in Maths and English (Grade C or above).

  • NVQ or certificate in Customer Service or equivalent.

  • Previous experience in an airline or ground handling environment is a strong advantage.

  • Knowledge of Japanese is a plus.

If you're a team player who thrives in a fast-paced airport environment and you’re ready to represent a leading travel brand, we’d love to hear from you! Apply now and take off with your new career.
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