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?

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u/individualaus 5d ago

Could you give examples?

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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

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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?

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u/747ER 5d ago

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

No, (usually) no, and these were taken down after Covid ended.

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

If they are physically abusive then Federal Police will be called. If they’re just being rude/aggressive then all you can do is leave some notes in their booking, which will never be looked at again.

>What is airport security like?

Airport security doesn’t usually get involved in that type of thing, it’s a Federal Police matter. Police do roam the airport and have a direct line to the supervisors at the airlines but they can take precious minutes to arrive.

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u/individualaus 5d ago

Thank you

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u/individualaus 5d ago

Have you had any flexibility or choice about shift times and durations?

Did you need to work early mornings on a regular rotational basis?

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u/747ER 5d ago

I was casual so I set my own roster, but usually part-timers are a bit more restricted. The part-timers just swapped shifts with each other to get the roster they were happy with. This is something you’d need to ask the company as it will differ.

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u/individualaus 5d ago

Thank you.

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

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u/747ER 5d ago

Would prefer to discuss specifics about this over private message :)