Transport and logistics
Aviation ground operative - Passenger Services
Working in a specialist role supporting the safe arrival, turnaround and departure of aircraft at airports, military bases, heliports and other airfields.
Summary
An aviation ground operative could work in a number of environments, such as a commercial airport, military base / aerodrome, heliport or other airfield. With five key specialist functions, all working in conjunction with each other, aviation ground operators form the teams above and below wing to ensure the efficient and effective arrival, turnaround and departure of aircraft. At the heart of the role safety, security and compliance with aviation regulations focus each operator’s day to day duties. Effective communication and team work ensure that passenger services, air traffic control (ATC) and those moving, loading, unloading and servicing a range of aircraft achieve the objectives of their organisation in this diverse field. The core knowledge, skills and behaviours must be completed by ALL ground operatives, along with ONE of the five specialist functions.
Typical job titles include
- airport handler | Aviation ground handler | aviation operations specialist | fire fighter
Knowledge, skills and behaviours (KSBs)
K1:
Health and safety regulations and legislation relevant to the role; an aviation environment and organisational procedures and how they impact on self, others and in relation to aviation operational duties
K2:
The systems, procedures and requirements to ensure security of self and others in own area of responsibility
K3:
Aviation and regulatory legislation, procedures and regulations relating to an aviation environment, within own area of responsibility
K4:
How to communicate effectively and transfer relevant information to people and how to select the most appropriate method of communication
K5:
Own role within the team and how it contributes to achieving objectives. Know how to identify and respond to individuals’ needs and abilities in different situations and communicate with others and colleagues from a diverse range of backgrounds and cultures
K6:
Identify key aviation systems used in own role and how to operate and adhere to them in line with the organisation’s procedures
K7:
Emergency procedures in own area of responsibility, common incidents and disruption that may occur in an aviation environment and the appropriate action to take in the event of an incident
K8:
Relevant dangerous goods and how to deal with them effectively in own area of responsibility
K27:
Travel documentation: The requirements for and characteristics of passports, visas and other statutory or organisational travel documentation and how to read and confirm their validity for acceptance to travel
K28:
Check-in: The organisation’s check-in process and procedures to meet all legislation applicable to passengers, in particular data protection policies
K29:
Gate processes: The role of a team member in the boarding, departure and arrival process, including premium services such as lounge access and priority boarding and the operation of specialised equipment for boarding, arrivals, and passenger movement
K30:
Customer service and communication: Understand fully the importance of communications and customer service to the organisation, including compliance with passenger related Air Transport Security (ATS) requirements and procedures for landside/airside safety of passengers and staff
Technical Educational Products
- ST0037: Aviation ground operative - Passenger Services (Level 2) Approved for delivery
- Reference:
- OCC0037E
- Status:
Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/02 Passenger services assistants
- 6213/99 Air travel assistants n.e.c.
- 8233/99 Air transport operatives n.e.c.
S1:
Work in line with organisational and legal requirements relating to health and safety, and be aware of, report and prevent hazards in an aviation environment
S2:
Contribute to security of self and others in own area of responsibility e.g. in airside / landside areas
S3:
Comply with all relevant legislation, procedures and regulations in an aviation environment within own area of responsibility
S4:
Communicate effectively transmitting and receiving information and recording it as required
S5:
Work effectively as part of a team and with others identifying and responding to the needs of individuals, including colleagues, other organisations or customers
S6:
Use aviation systems effectively relevant to own role to achieve the required outcome
S7:
Take appropriate action in the event of an incident, disruption or emergency, liaising with relevant people and recording actions and outcomes as required
S8:
Follow procedures for identification and safe handling of dangerous goods in own area of responsibility
S27:
Travel documentation: Identify and scrutinise travel documentation required to meet customer, organisation and legal requirements for travel and report anomalies to the passenger and line manager in accordance with relevant regulations
S28:
Check-in: Work as a team member to correctly check-in all booked passengers and baggage in accordance with the organisation’s aviation and IT systems and procedures
S29:
Gate processes: Effectively communicate to passengers using the public address and IT systems, and carry out the boarding functions, ensuring accurate headcounts and security and pre-boarding briefs and passenger handling duties; communicate with flight crew regarding customer and other requirement
S30:
Customer service and communication: Be polite, helpful and customer focussed whilst maintaining customer service standards, processing passengers with restricted movement (PRMs) and ensuring compliance with regulations and commercial operations
Technical Educational Products
- ST0037: Aviation ground operative - Passenger Services (Level 2) Approved for delivery
- Reference:
- OCC0037E
- Status:
- Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/02 Passenger services assistants
- 6213/99 Air travel assistants n.e.c.
- 8233/99 Air transport operatives n.e.c.
B1:
Be punctual and reliable
B2:
Be a positive role model to others in attitude to work and how it is undertaken
B3:
Treat team, customers and other stakeholders with courtesy and respect
B4:
Remain focussed when a problem arises so that effective and timely decisions can be made
B5:
Work responsibility to keep people safe and operations flowing smoothly, complying with working practises
B6:
Use equipment and technology responsibly and effectively
B7:
Treat others, work areas and equipment with respect at all times
B8:
Demonstrate personal drive to achieve the vision and objectives of the organisation
B9:
Handle all tasks in a calm and organised manner
Technical Educational Products
- ST0037: Aviation ground operative - Passenger Services (Level 2) Approved for delivery
- Reference:
- OCC0037E
- Status:
- Approved occupation
- Average (median) salary:
- £28,733 per year
- SOC 2020 code:
- 6213 Air travel assistants
- SOC 2020 sub unit groups:
- 6213/02 Passenger services assistants
- 6213/99 Air travel assistants n.e.c.
- 8233/99 Air transport operatives n.e.c.
