Aviation Customer  Service Apprenticeship

Ensure the safe, efficient and effective check-in, boarding, departure and arrival of people.

Develop confident, safety focused professionals who deliver exceptional passenger experiences.

The Aviation Customer Service Apprenticeship is designed to support aviation organisations in developing skilled, professional operatives who play a vital role in the smooth, safe and efficient movement of passengers. It equips individuals with the knowledge, behaviours and practical skills required to deliver high standards of customer service while operating within a highly regulated aviation environment.

This apprenticeship blends customer service excellence with safety, security and operational awareness. Apprentices apply their learning directly in live aviation settings, building confidence, professionalism and resilience while contributing to day to day operations and passenger satisfaction.

Who is this apprenticeship for?

This apprenticeship is ideal for aviation organisations seeking to build a capable, customer-focused workforce.

It is suitable for:

  • Airports, airlines and ground handling organisations

  • Commercial airports, military airfields and heliports

  • New entrants starting a career in aviation customer service

  • Existing aviation employees looking to enhance or formalise their skills

  • Customer-facing staff involved in passenger processing and support

It works particularly well in fast paced, safety critical environments where professionalism, compliance and customer experience are essential.

What does this apprenticeship bring to your business?

The Aviation Customer Service Apprenticeship helps organisations develop confident operatives who deliver consistent service while maintaining safety and compliance.

Key benefits include:

✔ Improved passenger experience and customer satisfaction
✔ Stronger understanding of aviation safety and security procedures
✔ Consistent standards across customer service operations
✔ Increased confidence in handling disruptions and customer issues
✔ Improved compliance with regulatory and operational requirements
✔ Clear progression pathways for aviation staff
✔ A cost-effective way to develop and retain talent

By developing skills internally, organisations strengthen operational performance while building a reliable pipeline of future aviation professionals.

Why learning on the job makes the difference

Completing this qualification through an apprenticeship allows learning to take place within real aviation environments. Apprentices apply their knowledge directly through passenger processing, safety procedures and customer interactions, gaining confidence and competence quickly. For employers, this means staff who contribute from day one, understand operational realities and continuously improve their performance while maintaining high standards of safety and service.

Curriculum Outline

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Introduction to Aviation Customer Service

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Passenger Processing & Customer Service Excellence

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Security, Safety & Compliance

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Airport & Airfield Operations

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Regulatory & Industry Standards

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Professional Skills & Career Development

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Final Assessment & Certification

Institute For Apprenticeships

The Aviation Customer Service Apprenticeship is a comprehensive program designed for both new apprentices entering the industry and existing employees looking to enhance their skills. It provides the essential knowledge and hands on experience required to support the safe, efficient, and seamless movement of passengers and their belongings through various airfield environments, including commercial airports, military bases, and heliports.

Aviation Customer Service Operatives play a critical role in passenger processing, performing key duties such as check-in, baggage handling, ticketing, flight boarding, and special passenger assistance. They are also responsible for ensuring security compliance, baggage safety, and border integrity, as well as identifying potential threats. Additionally, they handle customer inquiries, manage disruptions, and resolve complaints while maintaining high service standards.

With clear career progression routes in airport operations and management, this program is ideal for both individuals beginning their aviation careers and those already working in the sector who want to enhance their expertise and professional development.

Apprenticeship Overview

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Apprenticeship Standard Reference Number

ST0907

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Apprenticeship LAR code

657

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Apprenticeship Level

Level 2

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Maximum Funding band

£3500

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Delivery time

12 Months Practical + EPA

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EPA Awarding Body

Ofqual