How to become an Airline Customer Support Worker

Also called: Passenger Services Agent

Assists customers at an airport with check in, flight delays and general queries.

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

Ways in

• TAFE and VET: Certificate III in Aviation (Ground Operations and Service) (AVI30319); Certificate III in Travel (SIT30222); Certificate II in Aviation (Ground Operations and Service) (AVI20219); Certificate IV in Aviation (Supervision) (AVI40122); Certificate I in Aviation (Foundation Skills) (AVI10119)

Pay · Outlook · AI and this job

• Typical full-time pay: $66,352 a year
• About 21,200 people work in this job group now, and about 22,300 are projected by 2035. (+5.4%)
• AI is likely to change parts of this job. Jobs and Skills Australia rates its automation exposure as medium.

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Questions people ask

How do I become an Airline Customer Support Worker?

Ways in include: Certificate III in Aviation (Ground Operations and Service); Certificate III in Travel.

How much does an Airline Customer Support Worker earn in Australia?

Median full-time pay is $66,352 a year (Jobs and Skills Australia).

Is an Airline Customer Support Worker a growing career in Australia?

Yes. Employment is projected to grow 5% by 2035, from about 21,200 to about 22,300 people (Jobs and Skills Australia).

Do you need a degree to become an Airline Customer Support Worker?

Usually not. Only 22% of people in this job hold a bachelor's degree or higher. Ways in include: Certificate III in Aviation (Ground Operations and Service); Certificate III in Travel.

Will AI change the work of an Airline Customer Support Worker?

AI is likely to change parts of this job. Jobs and Skills Australia rates its automation exposure as medium.

Sources

• Jobs and Skills Australia: Occupation data (ANZSCO), from ABS Labour Force and Census (February 2026), CC BY 4.0, retrieved 2026-10-04
• Jobs and Skills Australia: Generative AI Capacity Study, interactive table data (September 2025), CC BY 4.0, retrieved 2026-10-04
• Jobs and Skills Australia: Employment Projections (Victoria University) (May 2025 to May 2035), CC BY 4.0, retrieved 2026-10-04
• Australian Taxation Office: Taxation Statistics, Individuals Table 15A (2023-24), CC BY 2.5 AU, retrieved 2026-10-04

Updated 2026-10-04