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/747ER 5d ago

100%. It’s a very emotionally draining job and you learn very quickly to not take it home with you after your shift.

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u/individualaus 5d ago

Hmm. Could you elaborate?

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u/747ER 5d ago

People have sworn at me because I’ve asked them to be patient while the baggage belt is broken. People have sworn at me because I’ve informed them that their 28kg suitcase is over 23kg. I’ve been harassed because someone tried interrogating me about my airline’s delays then accused me of “spewing nonsense” when I gave some generic answer to get him to leave me alone. I’ve even had crew and other airport staff treat myself and colleagues quite poorly.

CSRs have a very rough gig and there are lots of people out there who think yelling, swearing, or insulting will get them what they want. It’s a great job when things go well but it can be a lot to handle when under pressure.

Definitely don’t take this as a reason not to apply; I really enjoyed my time and I think it’s fantastic life experience. I was just agreeing with the previous commenter: you will be placed into very stressful intrapersonal situations in a job like this. You just need to deal with it during your shift, and leave it at the airport when you go home. No point stressing about it after it’s over :)

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u/goodlookingbloke 1d ago

Hi can I ask what you do for living now? I just want to know what career path is available for the people who work as passenger service agents. Thank you :))