air passenger behaviour
The study and analysis of the expectations of air passengers in order to predict air passenger behaviour and generate appropriate responses.
Ground stewards/ground stewardesses assist rail passengers before they board. They check in passengers and also perform customer service duties such as booking train tickets and helping passengers to apply for refunds after a delay or cancellation.
Competences and skills
24 ESCO relationsEssential knowledge 2 competences
Occupation specific
1 competenceSector-specific
1 competenceair transport law
The rules and regulations governing air transport, including international law.
Cross-sector
0 competencesNo competences in this bucket.
Essential skills and competences 7 competences
Occupation specific
2 competencescheck in luggage
Weigh luggage to ensure it does not exceed the weight limit. Attach tags to bags and place them on the luggage belt.
check in passengers
Compare passenger identity documents with the information in the system. Print boarding passes and direct passengers to the correct boarding gate.
Sector-specific
2 competencesassist passengers
Provide help to people getting in and out of their car or any other transportation vehicle, by opening doors, provide physical support or hold belongings. Keep safety measures and procedures in mind.
- Scope note
- This skill applies to any kind of assistance that may be provided to passengers including but not limited to opening doors of the transportation vehicle or assist with belongings.
tolerate stress
Maintain a temperate mental state and effective performance under pressure or adverse circumstances.
Cross-sector
3 competencescommunicate with customers
Respond to and communicate with customers in the most efficient and appropriate manner to enable them to access the desired products or services, or any other help they may require.
maintain customer service
Keep the highest possible customer service and make sure that the customer service is at all times performed in a professional way. Help customers or participants feel at ease and support special requirements.
- Scope note
- Might include keeping the customers informed about the current status of their orders or waiting times.
manage the customer experience
Monitor, create and oversee customer experience and perception of brand and service. Ensure pleasant customer experience, treat customers in a cordial and courteous manner.
Optional knowledge 1 competence
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competencecustomer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Cross-sector
0 competencesNo competences in this bucket.
Optional skills and competences 14 competences
Occupation specific
1 competenceboard aircraft passengers
Check passenger boarding passes and identity documents before they board a plane.
Sector-specific
7 competencesassist customers
Provide support and advice to customers in making purchasing decisions by finding out their needs, selecting suitable service and products for them and politely answering questions about products and services.
assist VIP guests
Help VIP-guests with their personal orders and requests.
conduct airport security screening
Monitor passenger flow through the screening checkpoint and facilitate the orderly and efficient processing of passengers; inspect luggage and cargo following screening procedures.
conduct security screenings
Monitor human flow through the screening checkpoint and facilitate the orderly and efficient processing of people; inspect luggage and handbags following screening procedures.
ensure flights run to schedule
Monitor the departure and arrival times of aircraft; ensure that flights run on time.
guarantee customer satisfaction
Handle customer expectations in a professional manner, anticipating and addressing their needs and desires. Provide flexible customer service to ensure customer satisfaction and loyalty.
maintain relationship with customers
Build a lasting and meaningful relationship with customers in order to ensure satisfaction and fidelity by providing accurate and friendly advice and support, by delivering quality products and services and by supplying after-sales information and service.
Cross-sector
6 competencesassist clients with special needs
Aid clients with special needs following relevant guidelines and special standards. Recognise their needs and accurately respond to them if needed.
communicate by telephone
Liaise via telephone by making and answering calls in a timely, professional and polite manner.
handle customer complaints
Administer complaints and negative feedback from customers in order to address concerns and where applicable provide a quick service recovery.
process booking
Execute a booking of a place according to client's requirement in advance and issue all appropriate documents.
- Scope note
- Includes booking room in a hotel, seat in a plane etc. Does not necessarily include finalising payment, as the payment can be postponed or invoiced.
sell tickets
Exchange tickets for money in order to finalise the selling process by issuing the tickets as a proof of payment.
upsell products
Persuade customers to buy additional or more expensive products.
- Scope note
- Products include also services.