Working in Passenger Services

Passengers Service Agents make sure that passengers and their luggage are on the right aircraft. They work for airlines or service partners, not East Midlands Airport directly.

You will find Passenger Service Agents at the check-in areas, answering any queries and pointing passengers in the right direction for security. You will see them again at the boarding gate, checking passports and tickets before guiding passengers to the correct aircraft.

A day in the life of a Passenger Services Duty Manager

Paul talks through the variety of things that he might have to deal with in a given day ranging from updating the airport systems with customer information to assisting passengers with disabilities to get on their flights safely. He loves the fact that the airport is a big community and there are lots of opportunities to progress your career.

What does a Customer Helper do?

Blair Kinchen, Customer Helper for Jet2 describes her role helping customers at East Midlands and talks about how she got her job.

Being a Customer Services Resource Administrator

Denice talks through her typical working day. She started out in Meet and Greet while she was still at university and then got taken on as an Administrator after completing her degree course. She feels she’s really benefitted from the training opportunities that are on offer at the airport.

Working in the Passenger Services team

Ben works with the Passenger Services team and has a varied role which involves customer enquiries, request and some legal enquiries. He has GCSEs and went on to get GNVQs and has a City and Guilds qualification. He works in many parts of the airport including security, border control, moving cars from Meet and Greet and assisting passengers on the apron.

Working in Duty Free as a Customer Service Leader

Emma Taylor is a Customer Services Manager for World Duty Free at East Midlands Airport. She talks about her role and what she likes about working at the airport.

An insight into Meet and Greet, Passenger Services and Security

Employees at East Midlands Airport Meet and Greet, Passenger Services and Security answer questions about their jobs.

Working in Retail at EMA

Jamie describes his role as manager at Dixons Travel and outlines the sort of training you’d receive to help you become a successful sales assistant at Dixons.


A great place to work resource booklet

A Great Place to Work booklet (PDF) with classroom activities.

Job cards booklet

Discover the skills and qualifications you need for various airport jobs.

Get that job booklet

Get That Job booklet (PDF) with classroom activities.