Gate service agent
"Airport operations and the aviation sector are constantly changing. I believe technology will play an even more important role in the future. For example, self-service gates and the use of technology in baggage handling can streamline processes and make the work easier. However, the presence of airport staff and direct interaction with customers remain crucial, especially in challenging situations."
- Name and employer not published at the request of the interviewee.
- Graduated as a Bachelor of Hospitality Management from Haaga-Helia University of Applied Sciences.
- 10 years of work experience in the field.
Briefly explain what you do for a living.
I work as a gate service agent at the airport, where I provide customer service to passengers. My responsibilities include ensuring the smooth departure process, checking travel documents, and welcoming passengers as they arrive on flights. I also work at the transfer desk, where I guide passengers transferring to connecting flights. There, I help passengers find their connecting flights and solve problems related to air travel.
How have you ended up in the profession of your choice?
I have long been interested in customer service and working in an international environment. During my traineeship, I had the opportunity to try the role of a gate service agent, and it felt like a perfect fit for me. I have enjoyed the bustling environment of the airport for 10 years. Over the years, I have taken on additional responsibilities and am now a training expert and mentor for new employees.
Describe your typical working day or week.
At the start of my workday, I typically assist passengers at check-in. Together, we use the ticket machines to print tickets for travel and luggage. Sometimes my day begins at the check-in counter, where I handle luggage for outgoing flights and check travel documents.
Later, I go to the gates to help passengers as they prepare to board. Occasionally, my daily activities involve making arrangements for arriving flights and assisting passengers with their connections. I also deal with problem situations at each of my workstations. My day may also involve tutoring new employees and organising training sessions for staff.
What kind of work environment or working hours do you have?
I work at the airport. My working hours vary, and my days off can land on any day of the week. I mainly work the morning shift, but I also take on evening and night shifts.
What kind of competence or qualities are required in the profession?
Gate service agents need to have excellent customer service and interaction skills. It is important to maintain a positive attitude and stay calm under pressure. Proficiency in multiple languages and knowledge of different cultures are also highly valuable. This job also requires the ability to work under pressure, as difficult situations often demand quick problem-solving.
In addition, it is important to be able to work both independently and as part of a team. Knowledge of self-service machines and airport systems is an asset.
What is the best thing about your profession?
The best part of my profession is its versatility and dynamism. I like to help people, solve problems, and work in an international environment. I speak many languages, and I get to use my language skills every day. It is also interesting to learn about the cultures and customs of different countries. There is a strong team spirit among airport employees.
What are the downsides of the profession or what seems challenging?
A downside of this profession is the irregular working hours, which can affect both leisure time and family life. The fast-paced work and tight schedules can sometimes feel stressful. At times, passengers may become frustrated or desperate in difficult situations, which can be uncomfortable.
What would you tell a person considering the profession of a gate service agent?
It is important to be aware that you will face challenges related to different cultures and expectations in an international environment.
How do you see the future of your profession?
Airport operations and the aviation sector are constantly changing. I believe technology will play an even more important role in the future. For example, self-service gates and the use of technology in baggage handling can streamline processes and make the work easier. However, the presence of airport staff and direct interaction with customers remain crucial, especially in challenging situations.
In the future, airports will evolve into more versatile hubs, blending travel, commerce, and entertainment. The aviation sector will also invest more in sustainable development and address environmental concerns. Employees are expected to have greater competence in working within a multicultural environment.