Bundesinstitut für Berufsbildung (BIBB)

Designation of occupation

Service employee in air traffic

Duration of traineeship

3 years
The venues for training delivery are the training company and the vocational school

Field of activity

Service employees in air traffic work in companies operating in the air traffic business. They work in sectors of airlines, airport companies and handling companies with close customer contact and are important representatives of their companies here. They advise and care for passengers on the ground and in the air; they are employed in all operational sectors.

Occupational skills

Service employees in air traffic

• advise and inform passengers, if applicable in a foreign language,
• ascertain prices from services and products,
• sell services and products,
• check in passengers and look after them at the airport or in the aircraft,
• perform the necessary duties in baggage service,
• coordinate the procedures at aircraft handling,
• advise and look after special groups of passengers,
• produce solutions in conflict situations,
• inform customers on security facilities and procedures and in cases of emergency initiate these measures,
• participate in marketing activities,
• deal with payment and settlement procedures (also in foreign currency),
• deal with complaints,
• require here a high level of social competence, personal willingness to serve and cooperative and communicative ability,
• take into consideration in discussions the different cultural backgrounds of their customers,
• react in a flexible, creative and friendly manner to customer wishes even in unforeseen situations;
• they are able to deal with physical and mental stress.

Last modified on: April 2, 2012