Olivia Johnston, Customer Service Agent at STAR Aviation
What does a normal day look like for you?
A normal day for me can vary depending on operational requirements, which is one of the things I love most about the role. Some shifts involve working at check-in assisting passengers with baggage, travel documents, and ensuring they’re ready for their journey. Other times I’m out at the gate dispatching flights as either a Gate Lead or Gate Assistant, coordinating the boarding process and working closely with the flight crew to ensure an on-time departure. I also assist with arriving aircraft by operating the aerobridge and overseeing the safe disembarkation of passengers. Every day is fast-paced and different, which keeps the role exciting.
Crazy story from work?
One memorable situation involved a couple travelling to their son’s wedding who unknowingly checked in over 20 small CO2 canisters inside their luggage. They had purchased an at-home brewing kit as a gift and didn’t realise the keg pressurisers were classified as dangerous goods and unable to travel on the aircraft. Unfortunately, we had to offload both the passengers and their baggage from the flight while alternative arrangements were organised. After working through the situation, we were able to reroute them through Melbourne and ensure they still made it to the wedding on time, just without the present. It was a great example of how quickly situations can change in aviation and the importance of safety procedures.
What is your favourite part of the job?
My favourite part of the job is being involved in the customer journey and helping create a positive start to someone’s holiday or travel experience. A simple interaction can really shape a passenger’s day, and I enjoy being able to make that experience smooth and memorable. I also love the operational side of the role, there’s something incredibly rewarding about working as a team to achieve an on-time or early aircraft departure. The fast-paced environment and sense of teamwork make every shift exciting.
How did you get to where you are today?
I attended a Women in Aviation forum where different aviation companies were recruiting and encouraging more women to join the industry. I spoke with a representative from Star Aviation who explained the opportunities available through ground handling and the different airline contracts they operated for. After submitting my resume and completing an online application, I was invited for an interview just three days later. Before entering aviation, I built a strong customer service background through roles in hospitality, retail, and dance teaching, which gave me valuable communication and people skills that I now use every day in the aviation industry.
What qualifications do you need to apply for your job?
No formal qualifications are required to become a Customer Service Officer, however strong customer service skills, confidence working with people, and the ability to remain calm under pressure are extremely important. Employers are often looking for people with positive attitudes, strong communication skills, and a willingness to learn in a fast-paced environment.
What character qualities do you think suit this position?
Patience, adaptability, and strong communication skills are essential qualities for this role. You need to genuinely enjoy helping people and creating positive experiences, even in stressful situations. Being able to think quickly, work efficiently under pressure, and remain professional at all times is also very important in aviation. A willingness to learn and support both passengers and your team makes a huge difference in this industry.
What is involved in the training for your job or for the qualification you gained to get your job?
No prior qualifications were required for my role, as all training was provided on the job. The training included learning airline systems, customer service procedures, boarding and check-in processes, safety protocols, and aircraft dispatch procedures. A large part of the training also focuses on communication, teamwork, and ensuring all operations are carried out safely and efficiently.
If you could go back and give your younger self some advice, what would it be?
I would tell my younger self to learn about ground handling opportunities earlier and not to be discouraged if applying directly to an airline doesn’t work out immediately. Ground handling companies are an incredible pathway into the aviation industry and provide valuable hands-on experience, networking opportunities, and exposure to airline operations. It’s a fantastic foot in the door and can open so many future career opportunities.
What advice would you give younger girls wanting to start a career in Aviation?
Start building your customer service and communication skills early by taking on part-time work that involves interacting with people. Aviation is a highly people-focused industry, and those skills are incredibly valuable. Apply for every opportunity available ,whether directly through airlines or through ground handling companies contracted to major airlines. Every role and experience you gain within aviation helps build your knowledge, confidence, and future career opportunities. Most importantly, don’t be intimidated by the industry. Aviation has room for women in every area, and your experience, perspective, and determination are incredibly valuable.
The more you experience, the more you have to offer, because as a woman in aviation, every challenge you overcome builds not just your skill, but your strength, your voice, and your place in the sky.
