Home Airline Customer Service Agent Resume template
Airline Customer Service Agent resume template
A clean starting structure with example content grounded in what airline customer service agents actually do day to day, not generic filler. Download and replace the bracketed placeholders with your own details.
Which resume format should you use?
Reverse chronological
You have a steady work history. This is the format almost every recruiter and ATS expects by default.
Functional
You're changing fields or have gaps in your employment. Leads with skills rather than a job-by-job timeline.
Combination
You're early career or have worked consistently but for only a few employers. Blends a skills summary with a shorter chronological history.
This template uses the reverse chronological format: the one most airline customer service agents should default to, since most Australian recruiters and ATS software expect it.
Professional summary
Airline customer service agent with counter, gate and disruption desk experience across domestic and international services. Works confidently in Amadeus Altea, Sabre and SITA Horizon, and keeps check-in, baggage and boarding moving through peak departure banks and irregular operations. Known for calm, accurate work with passengers who are stressed, delayed or travelling with special assistance needs.
Key skills
- Regulatory compliance, including aviation security and dangerous goods acceptance
- Check-in, ticketing and rebooking operations management
- Amadeus Altea
- Sabre
- SITA Horizon
- Microsoft Office
- Customer service under pressure
- Written communication for claims, reports and passenger correspondence
- Problem solving during disruptions
- Attention to detail with travel documents and baggage records
- Time and deadline management against strict departure cut-offs
Experience: example bullet points
- Checked in passengers and issued boarding passes across multiple international departures per shift, keeping counter queues moving through the early morning departure bank.
- Accepted and tagged baggage, processed excess baggage charges and reconciled receipts at end of shift, cutting discrepancies between the counter float and the daily report.
- Rebooked and reissued tickets for disrupted travellers after cancellations and schedule changes, finding connections across partner carriers and confirming them the same day.
- Ran gate boarding for wide-body services, sequencing seat calls and announcements so flights closed on time and late passengers were identified before the door closed.
- Handled complaints and lost baggage claims, tracing delayed bags through the baggage tracing system and keeping passengers updated by phone and email until bags were delivered.
- Coordinated special assistance for unaccompanied minors, passengers using mobility aids and medical cases, briefing ground handlers and cabin crew so each passenger boarded with the right support recorded.
Education
Certificate III in Aviation (Customer Service) or Certificate IV in Travel and Tourism is a common entry pathway, though many agents hold a diploma or bachelor degree in aviation, tourism or business and complete carrier-specific training on the job.
Keywords an ATS is likely to scan for
Applicant tracking systems match your resume against terms in the job ad before a person ever sees it. Only include the ones that actually apply to your experience, but if a term below matches something you've done, use the same wording the job ad uses.
- Aviation Security Identification Card (ASIC)
- CASA
- IATA dangerous goods regulations
- Amadeus Altea
- Sabre
- SITA Horizon
- check-in and boarding
- baggage services
- irregular operations
- disruption management
- special assistance
- National Police Check
- aviation security awareness
- passenger reconciliation
- weight and balance
Getting past ATS screening
- Match the specific skills, certifications and terms used in the job ad, not just your own wording for the same thing.
- Keep formatting simple: no tables, text boxes, columns, headers/footers or graphics. Parsers frequently drop content placed in these.
- Submit as .docx or PDF unless the job ad specifies otherwise.
- Use standard section headings (Experience, Education, Skills) rather than creative alternatives.
- List your core skills and technical competencies in their own section so a keyword scan can find them instantly.
This is a starting point, not a guarantee of interviews. Tailor every bullet point to your own real experience and the specific job ad.