OSCA 461931

Airline Customer Support Worker

Overview

  • Employed persons

    2,700

  • Employment status

    32.6% Full time

    67.5% Part time

  • Median age

    41 years

  • Employment by sex

    70.4% Female

    29.6% Male

    Moderately female dominated

  • Indigenous employment share

    2.4%

  • Main employing industry

    Transport, Postal and Warehousing

Indicator Airline Customer Support Worker Total employment
Employed persons 2,700 12,049,400
Median age 41 years 40 years
Full-time share 32.6% 64.2%
Part-time share 67.5% 35.8%
Female employment share 70.4% 48.5%
Male employment share 29.6% 51.5%
Gender segregation intensity scale Moderately female dominated Gender balanced
Indigenous employment share 2.4% 2.2%
Main employing industry Transport, Postal and Warehousing Health Care and Social Assistance
Note: N/A values indicate data are not available due to confidentiality or data reliability requirements.

Occupation overview

Airline Customer Support Workers assist customers at an airport with check in, flight delays and general queries.

What the occupation involves

  • Assists passengers with ticketing, check-in and directions
  • Rebooks flights for customers that are unexpectedly cancelled or delayed
  • Assists unaccompanied minors and guests with special requirements to traverse the airport
  • Ensures the maintenance of public areas and the safety of customers by reporting incidents
  • Reports unattended luggage or suspicious persons
  • Responds to passenger enquiries and resolves complaints

Common occupation titles

  • Passenger Services Agent

Specialisations

  • Check-in Agent

Note: Specialisations are examples of roles in within this occupation and are not separate OSCA occupations.

Skill level (education and experience level)

Skill level 5
equivalent to secondary education, or a Certificate I).

Note: While skill levels are described using formal education levels, some people use a combination of informal learning, on-the-job training and personal experience to achieve an equivalent level.

Licensing or registration requirements

No licensing or registration requirements are listed for this occupation.

OSCA structure

Employment

On this page

    Industries

    Top 10 most common industries, 2021

    Airline Customer Support Worker Total employment
    Industry Share of occupation Industry Share of occupation
    Transport, Postal and Warehousing 85.2% Health Care and Social Assistance 14.5%
    Information Media and Telecommunications 5.7% Retail Trade 9.1%
    Administrative and Support Services 4.1% Construction 8.9%
    Arts and Recreation Services 1.4% Education and Training 8.8%
    Public Administration and Safety 1.2% Professional, Scientific and Technical Services 7.8%
    Accommodation and Food Services 0.5% Public Administration and Safety 6.6%
    Health Care and Social Assistance 0.3% Accommodation and Food Services 6.5%
    Other Services 0.3% Manufacturing 5.9%
    Education and Training 0.1% Transport, Postal and Warehousing 4.5%
    Manufacturing 0.1% Financial and Insurance Services 3.7%
    Note: N/A values indicate data are not available due to confidentiality or data reliability requirements.

    States and territories

    Employment distribution by states and territories, 2021

    • New South Wales

      32.8%

    • Victoria

      22.1%

    • Queensland

      23.0%

    • South Australia

      5.8%

    • Tasmania

      2.0%

    • Northern Territory

      1.6%

    • Australian Capital Territory

      2.0%

    Airline Customer Support Worker Total employment
    State / Territory Employment Share of occupation Employment Share of occupation
    New South Wales 880 32.8% 3,684,200 30.6%
    Victoria 590 22.1% 3,162,900 26.2%
    Queensland 620 23.0% 2,444,100 20.3%
    South Australia 160 5.8% 839,400 7.0%
    Western Australia 280 10.5% 1,306,200 10.8%
    Tasmania 50 2.0% 254,700 2.1%
    Northern Territory 40 1.6% 107,000 0.9%
    Australian Capital Territory 50 2.0% 248,600 2.1%
    Note: N/A values indicate data are not available due to confidentiality or data reliability requirements.

    Age and sex

    Employment distibution by age group and sex, 2021

    Airline Customer Support Worker

    Total employment

    Age group Airline Customer Support Worker Total employment
    15–24 years 17.0% 14.3%
    25–34 years 20.3% 22.7%
    35–44 years 20.6% 22.3%
    45–54 years 22.6% 20.4%
    55–64 years 16.4% 15.3%
    65–74 years 2.5% 4.3%
    75 years and over 0.1% 0.6%
    Note: N/A values indicate data are not available due to confidentiality or data reliability requirements.
    Sex Airline Customer Support Worker Total employment
    Female 70.4% 48.5%
    Male 29.6% 51.5%
    Note: N/A values indicate data are not available due to confidentiality or data reliability requirements.

    On this page

      OSCA occupation profiles data

      This file contains data available from the OSCA Occupation Profile page.

      Use of this data must include the relevant attribution text provided.

      OSCA Occupation data - 2021 Census.xlsx

      xlsx 1236447

      Download

      Occupation Standard Classification for Australia (OSCA)

      Occupation Standard Classification for Australia (OSCA) is the skill-based classification used to categorise occupations across the Australian labour market. OSCA is used to define occupations across all official occupational statistics. OSCA replaces the Australian and New Zealand Standard Classification of Occupations (ANZSCO).

      Each job is classified to one, and only one, group of jobs at each level of the classification with no overlaps. This prevents the accidental double-counting of roles within the Australian labour market. For more information about OSCA, visit the What is OSCA information page, or the ABS website.

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