Airport passenger service specialist
Qualification granting programmes
Qualification granting institutions
Description
Object of activities: registration of passengers and baggage, boarding of passengers into aircraft; sale and/or exchange of tickets; service of canceled or delayed flights; lost baggage tracing, damaged baggage report files; providing services for persons with disabilities (PWD) & persons with reduced mobility (PRM); VIP service; supervision and oversight of shift.
Typical work tools: computer, passenger registration and baggage tracing systems, radio communication tools, baggage weighing and sorting equipment, passenger boarding equipment and other tools related to work functions.
Typical working conditions: working in shifts (day and night hours) at the airport, during work it is mandatory to wear a uniform, comply with the dress code and appearance requirements.
Additional information: the procedure for the recruitment and certification of airport passenger service specialists is established in the National Civil Aviation Security Training Program, approved by the Minister of Transport of the Republic of Lithuania in 2009 May 4 by order no. 3-193. In his activities, the airport passenger service specialist is guided by the requirements of employee safety and health, ergonomics, work hygiene, fire safety and other legal acts regulating airport passenger service activities. It is mandatory to undergo a preventive health check-up and have a valid document issued by a health care institution appointed by the Ministry of Health of the Republic of Lithuania, certifying that the person's health meets the health requirements of an airport passenger service specialist. A person seeking to perform the functions of an airport passenger service specialist must meet the 2015 November 5 Commission Implementing Regulation (EU) 2015/1998 laying down detailed measures for the implementation of common basic aviation security standards, as last amended in 2021 February 18 the Commission's Implementing Regulation (EU) 2021/255, and the requirements for a detailed personal reputation check established in Article 41(1) Part 2 of the Aviation Law of the Republic of Lithuania. Also, it is necessary to know the Lithuanian language, as it is stipulated in the description of the procedure for determining the categories of proficiency in the State language and their application, approved by the Government of the Republic of Lithuania in 2003 December 24 by resolution no. 1688, and English at the B1 level of an advanced user. Having acquired the qualification of an airport passenger service specialist, persons will be able to work at airports and perform passenger and baggage registration, passenger boarding, ticket sales and/or exchange services, service passengers of canceled or delayed flights, trace lost baggage, fill in reports of damaged baggage files, provide services for persons with disabilities (PWD) & persons with reduced mobility (PRM); provide VIP service; supervise and lead the shift.
Competences of qualification:
1. Communicate and cooperate with other employees of the aviation industry.
2. Recognize hazards and take measures to reduce risks.
3. Register passengers for the flight.
4. Register baggage for the flight.
5. Board passengers in compliance with safety and security requirements.
6. Sell, change, refund tickets, serve passengers of delayed or cancelled flights.
7. Provide necessary services to arriving and connecting passengers.
8. Trace lost baggage and fill damaged baggage files.
9. Provide services to persons with special needs and persons who need assistance.
10. Provide services to persons with reduced mobility.
11. Supervise and lead the work of the shift.
12. Apply an emergency response plan.
