Tools and technologies

Flight attendants need to be familiar with the emergency equipment on the aircraft that they work on. They work with in-flight food preparation equipment, and also need to be familiar with the layout of aircraft.
 
Education and training/entrance requirements

It is possible to work as a flight attendant without any formal qualifications and get training on the job. However, experience in the hospitality or customer service industry is desirable.

You may improve your employment prospects if you complete a Certificate II or III in Aviation (Flight Operations) offered at TAFE Colleges throughout Australia.

To work as a flight attendant, you need to hold a Responsible Service of Alcohol (RSA) certificate, a Provide First Aid certificate, and a valid passport. You must be over 18 years of age and may be required to obtain an Aviation Security Identification Card (ASIC).

Demonstrated fluency in a language other than English is desirable in this industry. Specific height requirements may apply to this job.

​You could also complete a traineeship in aviation (flight operations). This traineeship usually takes between 18 and 24 months to complete.

Additional Information
   
The major airlines prefer candidates who speak a second language or can demonstrate an awareness of other cultures.

Applicants are required to have a Provide First Aid Certificate, a Responsible Service of Alcohol certificate and a valid passport, all with a minimum of 12 months validity. All persons working in the airline industry must satisfy security clearance requirements.

Flight attendants receive regular training throughout their careers and their performance is monitored to ensure high standards.

Employment Opportunities

Competition for flight attendant positions is very strong and the supply of applicants far outweighs demand. Flight attendants are usually based in particular Australian capital cities.

 

Did You Know?   Flying from London to New York by Concord, due to the time zones you would cross, you can arrive 2 hours before you leave? American Airlines saved $40,000 in 1987 by eliminating one olive from each salad served in first-class!   Qantas is the world's second oldest airline, and the oldest airline in the English-speaking world. It was founded in the Queensland outback in 1920.   In 1947, Reba Monk, 23, was a stewardess in a plane that went down. She managed to pull 23 passengers to safety before she died of smoke inhalation. She saved one life for each year she had lived.

Airport Service Officers or Airline Passenger Officers work at the airport providing customer-related services such as check-in and boarding procedures, providing information and directions, locating lost luggage and assisting passengers who require special attention.

A passenger service agent, sometimes referred to as flight customer service agent, is responsible for the administrative and customer service of travelers.

Like flight attendants, passenger service agents are responsible for meeting the needs and safety requirements of passengers and airport personnel. They assist customers before and after a flight. Passenger service agents also provide support for other airport personnel, including pilots and engineers.

While specific job responsibilities can differ, passenger service agents typically handle baggage claims, load cargo, check rider reservations, answer customer inquiries on the phone and in person, sell and collect tickets, assist with passengers with special needs, and perform a number of other customer service-related functions. They may also be required to undertake administrative support duties, including checking in customers using airline computer software, database software, and other specialized programs.

ANZSCO ID: 451799
  
Alternative names: Airline Passenger Officer; Passenger Service Assistant; Passenger Service Agent, Flight Customer Service Agent; Passenger Handling Agent 

Knowledge, skills and attributes  

• Excellent communication and interpersonal skills

• Alertness and common sense

• Enjoy working with people

• Neat personal appearance

• Pleasant personality

• Comfortable using computers

• Able to deal with difficult situations

• Able to work under pressure in peak periods

       
(Source: POS Aviation)

 

Duties and Tasks

One of the main duties of a passenger service assistant is checking passenger tickets, passports and other documents at the ticket or gate counter, using airline computer equipment. They provide luggage labels and check a passenger's baggage according to airline specifications. The PSA ensures that luggage does not exceed a certain size, number or weight, and processes additional charges when necessary. PSAs help passengers select their plane seats. They also offer assistance to passengers using electronic kiosks to check in.

Upon completion of check-in, the PSA informs passengers of their flight's gate location. PSAs also process new bookings for passengers who have missed flights.

The PSA is responsible for coordinating the boarding of passengers onto aircraft, as well as deplaning. PSAs use intercom systems to announce when planes are ready to board and which passengers in the gate area can board a plane at specific times according to seating class and row. When it is time to board, the PSA checks each passenger's boarding pass. PSAs also help escort and board passengers with special needs, such as those in wheelchairs, or small children traveling alone.

As part of their regular duties, passenger service assistants serve as a central communications hub, greeting passengers and providing all manner of information, from the trivial to the very important. For example, PSAs might direct passengers to airport restrooms, restaurants or gift shops, or they might help a passenger learn how to get wheelchair assistance or make a claim for lost luggage. They communicate important announcements related to connecting flights, plane delays, changes in boarding times, and emergency weather information. PSAs are also available to respond to any other questions from passengers related to their transportation experience.

The passenger service assistant is responsible for certain security-related duties, such as asking passengers security questions. These are usually inquiries related to whether a passenger's luggage was ever left unattended or packed by the passenger. PSAs also must be vigilant and observe any potential security threats, such as from unruly passengers.

Airline passenger officers:

• issue and check tickets and travel documents, check in passengers for their flight and allocate seats on the aircraft

• check baggage size and weight

• direct passengers to immigration and/or departure gates, and provide information about customs and immigration procedures

• assist with passenger enquiries and complaints

• attend to travelling airline staff and crew

• provide information about flight arrival and departure times and use the public address (PA) system to make announcements to arriving and departing passengers

• direct passengers to luggage areas and assist passengers with lost luggage

• help passengers requiring special assistance, such as VIPs, disabled and elderly passengers, parents with infants and unaccompanied minors

• ensure security measures are adhered to at all times.

Working conditions

Airline passenger officers are required to work shifts, which may include weekends, public holidays and nights. Uniforms are usually provided.

 

Education and training/entrance requirements

You can work as an airline passenger officer without formal qualifications. Employers generally require you to gain your Senior Secondary Certificate of Education with good results in English and mathematics, and/or have relevant clerical and customer service experience. The selection process involves aptitude testing and an assessment of educational qualifications and previous workplace experience. Following selection and appointment, airline passenger officers undergo initial in-house training, which covers service standards and protocols, computer reservations, check-in systems and security training. You can also become an airline passenger officer through a traineeship. Entry requirements may vary, but employers generally require Year 10.

Additional Information
  
Experience in a service industry, such as hospitality or retail, may be highly regarded. All persons working in the airline industry must satisfy security clearance requirements. Once you are employed, you may be able to develop, and have recognised, additional skills under the Aviation Industry or Tourism, Travel and Hospitality Training Packages that will expand your career opportunities within these industries.

Employment Opportunities

Most airline passenger officers are employed by the major airlines operating in Australia such as Qantas, Jetstar and Virgin Australia. Many are employed on a permanent part-time basis. Competition for positions is strong. With experience, and sometimes further training, airline passenger officers may progress to supervisory or managerial positions.

Travel Attendants provide services for the safety and comfort of passengers in aircraft, ships and railway sleeping cars.
   
ANZSCO ID: 4517

Alternative names: Sleeper Attendant, Passenger Service Attendant (Trains)

Knowledge, skills and attributes

• a friendly and polite demeanour with excellent interpersonal and communication skills

• a well-groomed and presentable appearance

• to enjoy working with and helping people

• the ability to work as part of a team

• good physical fitness and the ability to swim

• the ability to stay calm in a crisis

• able to work under pressure and within tight time frames

• able to adapt easily to an irregular lifestyle

• good health and fitness

• able to satisfy height requirements (for some airlines)

• able to swim approximately 20 to 50 metres unaided (for some airlines)

• at least 18 years of age.

(Source: Journey Beyond Rail)

Duties and Tasks

• managing safety and emergency procedures and making public announcements

• coordinating the sale of goods to passengers and completion of any customs and immigration documentation which may be required

• conducting safety checks and demonstrations of safety equipment and procedures

• assisting passengers in emergency drills, carrying out emergency procedures, assisting and directing passengers in emergencies

• checking passengers' tickets and directing them to seats and cabins

• tidying aircraft [Flight Attendant], ship and railway cabins, and receiving and stowing food, equipment and cabin baggage

• operating galleys, preparing and heating food for passengers, and serving refreshments and meals

• distributing reading material, pillows, blankets and other amenities for the comfort of passengers

Working conditions
   
When you first board a sleeper train, a designated sleeper attendant will greet you, check your tickets, and look over your reservations. They’ll point you in the direction of your compartment, where you’ll be able to store your luggage and settle in. Sleeper attendants might take your passports so you aren’t bothered by checks overnight.

Depending on the time of day, you’ll find seats or beds all made up and ready to sleep in. Your attendant will convert seats to beds in the evenings. You will often be able to purchase snacks and drinks from your sleeper attendant.

Travel attendants on railways and ships are busy most of the day and work usually on a 14 day schedule [or the journey's length], then have a break, then get the next train or ship.

(Source: Seat61)

Education and training/entrance requirements
  
You can work as a Travel Attendant without formal qualifications, however, a Vocational Education and Training (VET) course in hospitality or customer service may be useful.

Cruise ship stewards provide onboard services to ensure the safety and comfort of cruise line passengers. A cruise ship steward, or cabin steward, is a key part of the housekeeping staff on board a cruise ship, responsible for servicing the rooms of passengers on board the cruise ship and making sure they were cleaned to a good standard.
    
ANZSCO ID: 451799
  
Alternative names: Cabin Steward
  
Knowledge, skills and attributes

To become a cruise ship steward, you would need:

• a friendly personality
• excellent interpersonal and communication skills
• good teamwork skills
• neatness in your personal appearance at all times
• attention to detail
• the ability to work under pressure and within tight timeframes
• to adapt easily to an irregular lifestyle
• to be able to cope with the physical demands of the job.

 

(Source: All About Careers)

Duties and Tasks

As a cruise ship or cabin steward, you would:

• show passengers to their cabins upon embarkation
• take room service orders
• clean cabins, including changing linen, vacuuming, making beds or replacing toiletries
• replenish mini bar items and add them to customer's bills
• work in other areas of the ship, such as the bar or restaurant, as necessary
• deal with guests’ queries and complaints
• take part in on-board emergency and safety drills.

Working conditions

Cruise work can be seasonal, and many cruise ship staff are employed on a contract basis, for a fixed time period. As a cruise ship is operational 24 hours a day, you would work in shifts which would include evenings, weekends and holidays. Shifts can be long, without much time off in between.

On board a cruise ship, accommodation is compact and shared with other staff. You may be required to remain in the staff area of the ship during your time off. You would wear a uniform whilst working.

  
Education and training/entrance requirements

You may work as a cruise ship steward without formal qualifications. Qualifications and/or relevant experience in the hospitality or customer service industry would be advantageous.

Once accepted for a position you would need to obtain a Certificate of Proficiency from the Australian Maritime Safety Authority and hold a Maritime Security Identification Card (MSIC) prior to embarkation. You must be at least 18 years old, and pass a medical and relevant safety training.

Employment Opportunities

The availability of positions as cruise ship stewards depends on the number of ships operating in and out of Australia and staff turnover. COVID has affected the cruise ship business in a large way and will take some time to recover when people are confident again.

While the cruising industry is growing at a rapid rate, non-specialist staff are often sourced from overseas ports rather than from Australia, in order to lower overall employment costs.

In terms of progression, the scope for moving up to Head Steward, Housekeeping Supervisor or Assistant Housekeeper are all part of the chain of stewards’ jobs.

 

Related Jobs or Working with these Jobs

Air Force Officer Cabin Crew	Aviation Manager	Border Force Officer	Cleaner
Forklift Operator Airline Baggage & Freight Handler; Airline Ground Crew	Pilot	Waiter

Materials sourced from
Jobs & Skills WA [Flight Attendant; ]
CareerHQ [Cruise Ship Steward; ]
All About Careers [Cruise Ship Steward; ]
Good Universities Guide [Airline Passenger Officer; ]
Work Chron [Passenger Service Assistant]
Study [Passenger Service Agent]
Rail Bookers [Sleeper Train; ]
CareersOnline [Airline Passenger Officer; Flight Attendant; ]
Workable [Flight Attendant; ]
Your Career [Flight Attendant; Travel Attendant; Other Travel Attendant; ]