Group
Occupation
461931 Airline Customer Support Worker
Latest release
Consultation draft: Occupation Standard Classification for Australia (OSCA)
Reference period
August 2026
Released
17/08/2026
First release
461931 Airline Customer Support Worker
Assists customers at an airport with check-in, flight delays and general queries.
Flight Attendants are excluded from this occupation. Flight Attendants are included in Occupation 461731 Flight Attendant.
Alternative title
- Passenger Services Agent
Specialisation
- Check-in Agent
Skill level: 5
Main tasks
- Assists passengers with ticketing, check-in and directions
- Rebooks flights for customers that are unexpectedly cancelled or delayed
- Assists unaccompanied minors and guests with special requirements to traverse the airport
- Ensures the maintenance of public areas and the safety of customers by reporting incidents
- Reports unattended luggage or suspicious persons
- Responds to passenger enquiries and resolves complaints