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Airline Customer Service Careers
The US airline industry is gradually moving away from all the
bloodletting that brought about the bankruptcy of four major
carriers over the past several years while at the same time
marked the emergence of many discount carriers into the
forefront of the business. Indeed, the face of commercial
aviation has changed dramatically over the past decade and it
now appears that the worst is behind us. This does not mean that
further layoffs and downsizings are not possible, but for the
person seeking a customer service career in the aviation
industry, the future has brightened considerably.
Customer service opportunities with the airlines includes the
following job titles: reservation agents, ramp agents, line
service technicians, customer service agents, baggage handlers,
and various management positions including station manager,
customer service manager, and airport operations manager.
Similar job titles exist, but for the sake of brevity in using
the term "airline customer service" I mean those ground
personnel tasked with assisting customers as they get to and
from their destinations.
So, exactly who is hiring? Well, on any given day just about
everyone could be. The turn over rate for customer service
personnel can be high, depending on the airline and the working
conditions. To make it easier on you, the following is a break
down of the various airlines who hire customer service agents.
In most cases you will work directly for the airline but in some
cases a position may be with a vendor or for the airport
authority itself.
Legacy Carriers - American, Continental, Delta,
Northwest, United, and USAir all qualify as legacy carriers.
Simply defined these are the carriers that helped the airline
industry get its start in the U.S. Out of the six listed, only
American and Continental have avoided bankruptcy. Thus, a career
with a legacy carrier can be a risky proposition.
Foreign Carriers - Many foreign carriers fly in and out
of the U.S. and are worth a look. Depending on the carrier
selected, you may be required to speak the language of the
carrier's country in addition to speaking English. Chief
carriers include: Air Canada, Mexicana, Air France, British
Airways, Japan Airlines,
Korean Airlines, KLM, Lufthansa, and
flag carriers as well as discount carriers from dozens of
countries from around the globe.
Discount Carriers - Some of the strongest carriers in
operation today are discount airlines. Two of the best are
Southwest and JetBlue, both of which are expanding and are
hiring on a regular basis. Other discount carriers include:
Spirit, USA3000, and many small more regional carriers.
Regional Operators - Working as "feeder" airlines for the
big carriers, regional operators include Colgan, Republic,
Shuttle America, American Eagle, Comair, and Great Lakes. Some
of these carriers are awash in cash with very promising futures.
Charter Carriers - A few airlines fly chartered flights
principally although some have scheduled flights too. Some of
the more noted charter operators include: Miami Air, Xtra
Airways, and Sun Country.
Cargo Carriers -- Not every carrier moves people. Some
carriers move goods, merchandise, and equipment. Customer
service jobs as sales agents and equipment handlers are an
option for potential employees. Chief cargo companies include:
DHL, FEDEX, UPS, Emery Worldwide, and Amerijet.
Two recently launched carriers, EOS Airlines and Maxjet Airways,
went through a hiring surge immediately preceding their first
flights in Autumn 2005. As with any start up, long term career
possibilities are a big question as most start ups eventually
fail.
In all, the opportunities for you in the airline industry have
improved. While pay for hourly workers is generally low the
benefits, including flight privileges, are usually fairly good.
In spite of everything, the airline industry remains a point of
interest for so many people and with decreasing fuel prices and
strength in the economy, the job market for customer service
personnel is on an upswing.
About the author:
Matt Keegan is the proprietor of a flourishing article writing,
web design, and marketing business based in North Carolina, USA.
He manages a number of sites including the Corporate Flight Attendant
Community and the Aviation
Employment Board.
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