The U.S. airline industry is recovering after a period that saw major carriers face bankruptcy and the rise of discount airlines. The commercial aviation landscape has changed significantly, and the outlook for customer service careers is improving. While future layoffs are always possible, individuals seeking customer service roles in aviation have reason to be optimistic.
Customer service positions within airlines include roles such as reservation agents, ramp agents, line service technicians, customer service agents, baggage handlers, and management positions like station manager, customer service manager, and airport operations manager. “Airline customer service” refers to ground personnel who assist passengers traveling to and from their destinations.
Many airlines are hiring customer service personnel, although turnover rates can vary depending on the airline and working conditions. Here’s a breakdown of airline categories and potential employers:
**Legacy Carriers:** American, Continental, Delta, Northwest, United, and USAir are considered legacy carriers, representing the airlines that established the U.S. airline industry. Note that some of these airlines have faced bankruptcy in the past. Examples include American Airlines and United Airlines.
**Foreign Carriers:** Numerous foreign airlines operate flights to and from the U.S. These carriers may require employees to speak the airline’s native language in addition to English. Examples include Air Canada, Mexicana, Air France, British Airways, Japan Airlines, Korean Airlines, KLM, and Lufthansa.
**Discount Carriers:** Some of the strongest airlines today are discount carriers. Southwest and JetBlue are expanding and frequently hiring. Other discount carriers include Spirit and regional carriers.
**Regional Operators:** Regional operators, such as Colgan, Republic, Shuttle America, American Eagle, Comair, and Great Lakes, act as “feeder” airlines for larger carriers. Some of these airlines are financially stable and offer promising career paths.
**Charter Carriers:** Charter airlines, including Miami Air, Xtra Airways, and Sun Country, primarily operate chartered flights, although some also have scheduled flights.
**Cargo Carriers:** Cargo carriers like DHL, FedEx, UPS, Emery Worldwide, and Amerijet transport goods and equipment. Customer service roles within these companies include sales agents and equipment handlers.
Start-up airlines can present opportunities, but the long-term stability of these ventures is uncertain. Previously, EOS Airlines and Maxjet Airways experienced hiring surges before their initial flights, however they went out of business shortly after.
The job market for customer service personnel in the airline industry is improving. While hourly wages can be low, benefits like flight privileges are often attractive. The airline industry remains a popular career choice, and with stable fuel prices and a strong economy, customer service job prospects are looking up.