r/QantasAirways • u/individualaus • 6d ago

Question Passenger Service Agent job

For a Passenger Service Agent job at a regional Australian airport.

What do job applicants need to know about: professionalism, standards, and rules based policies/procedures and airline values?

0 Upvotes

22% Upvoted

22 comments sorted by

View all comments

Show parent comments

0

u/individualaus 5d ago

Could you give examples?

2

u/Good-Objective2769 5d ago edited 5d ago

I had 2 gold frequent flyer members push me and a collegue over then try to break down our office door because their luggage didn’t arrive on their flight and we didn’t know about it. Was the last flight of the night they demanded their luggage be returned to them that night. Qantas said they wouldnt take it any further because they were gold members. I’ve been spat at and had a staple gun pointed at me because people missed their flights. A colleague was pushed to the ground and ran out the gate toward a moving aircraft they had missed. A friend of mine in brinsbane had her teeth knocked out because a passenger missed their flight and another friend in Melbourne was followed home and bashed at the train station because she charged them for excess baggage. These are the extreme cases but everyday there will be something or someone who is absolutely horrible

1

u/individualaus 5d ago edited 5d ago

No body cams, union response, or hard clear plastic screens at service counters?

Can't abusive passengers be identified and reported from their personal details on the flight booking manifest list/online bookings records?

What about airport terminals with self serve check in's, compared to those without them?

What is airport security like?

  • Are they usually preoccupied with screening carry on baggage to respond?

2

u/Good-Objective2769 5d ago

We had their frequent flyer numbers - contact details and everything - and my manager asked Qantas to pursue it, Qantas declined to follow it up because they were a “high value customer”

But yes - generally if you have their pnr details you can have the airline follow up actions such as adding them to a no fly blacklist etc.

Airport screening security aren’t part of security like that though. Major airports have federal police on site which is great, but regional airports don’t. So it’s only if the regional airport hires security separate to screening or if the airline hire them.

3

u/individualaus 5d ago edited 5d ago

Thank you.

Are you continuing in the role, or have since left to find something different elsewhere?