Job Summary: Passenger Services Agent (Fixed-Term)

British Airways is looking for highly motivated, customer-oriented individuals to join their ground operations team at London Gatwick (LGW). As the “face” of the UK’s flag carrier, you will be responsible for the entire passenger journey within the terminal—from the moment they arrive at check-in to the second they step onto the aircraft.

This is a fixed-term role, perfect for those looking to gain high-level experience with a premium global airline during their busiest operational seasons.

Key Responsibilities

1. Departure & Arrival Services

Check-In Excellence: Facilitate a smooth check-in process, verifying travel documents, visas, and managing baggage requirements.
Boarding & Disembarking: Manage departure gates, coordinate boarding sequences, and assist passengers exiting the aircraft.
Flight Readiness: Update and maintain accurate passenger manifests in the airline’s internal systems to ensure on-time departures.

2. Premium Customer Care

Problem Solving: Handle passenger inquiries, delays, or concerns with the professionalism and “British Original” service standards expected of BA.
Special Assistance: Coordinate accommodations for passengers with reduced mobility (PRM), unaccompanied minors, or specific dietary requirements.
Information Expert: Stay updated on ever-changing airline policies and international travel regulations to provide accurate advice.

3. Safety & Collaboration

Security Protocols: Strictly adhere to all airport and airline safety procedures.
Teamwork: Work closely with cabin crew, flight dispatchers, and ground handlers to ensure a seamless “wing-to-wing” experience.

Role Details & Pay

Salary Range: £18,000 – £25,000 per year (Pro-rata for fixed-term).
Location: London Gatwick Airport (LGW).
Contract: Full-time, Fixed-Term.
Culture: BA is an Equal Opportunity Employer with a strong commitment to diversity and inclusion across all protected characteristics.

Candidate Requirements

Skills & Attributes:

Customer Obsession: A genuine passion for delivering exceptional service in a fast-paced environment.
Communication: Excellent verbal and written skills; the ability to stay calm and clear under operational pressure.
Tech Savvy: Ability to learn and use complex airline departure control systems (DCS).
Vetting: Must be able to pass a comprehensive background check (including a 5-year checkable history) for an airport ID badge.

Why British Airways?

The Heritage Brand: Gain experience with one of the world’s most recognized airline brands, known for its high training standards.
Inclusive Environment: Join a workforce that celebrates diversity and provides an inclusive space for all “Journey Makers.”
Global Network: Even in a fixed-term role, you become part of the massive IAG (International Airlines Group) network.

Application Tip: Highlight the “BA Style”

British Airways looks for a specific blend of authority and warmth.

Professionalism: Your CV and interview performance should reflect high grooming and communication standards.
Conflict Resolution: Be prepared to provide an example of a time you turned a negative customer experience (like a delay or technical error) into a positive one.
The “5-Year History”: Like all airport roles, the background check is rigorous. Ensure you have your dates for previous jobs, schools, and any gaps (over 14 days) ready to go to avoid delays in your start date.

Next Steps: British Airways processes applications on a rolling basis.

British Airways (BA) is a cornerstone of operations at London Gatwick (LGW), serving as the airport’s second-largest airline. While Heathrow is BA’s primary global hub, Gatwick is the carrier’s dedicated leisure flagship, focusing on premium holiday destinations across the Caribbean, North America, and Europe. In 2026, BA’s Gatwick presence is defined by the growth of its short-haul subsidiary, BA Euroflyer, and a major expansion of its long-haul network.

2026 Strategic Expansion

In March 2026, British Airways announced one of its largest seasonal network increases at Gatwick:

New Colombo Route: Starting October 23, 2026, BA will launch a three-times-weekly direct service from Gatwick to Colombo, Sri Lanka, marking a significant return to the South Asian leisure market.
Caribbean Growth: A new daily winter service to Barbados will launch in late 2025/early 2026, complemented by increased frequencies to Kingston (Jamaica), St. Lucia, and Punta Cana.
Bangkok Year-Round: Following high demand, the Gatwick-to-Bangkok route has been upgraded from a winter-only service to a year-round operation for the 2026 summer season.

Operations and Subsidiaries

BA operates at Gatwick through two distinct models to remain competitive against low-cost carriers:

BA Euroflyer: This wholly-owned subsidiary is based exclusively at Gatwick. It operates a fleet of Airbus A320 and A321 aircraft, serving over 30 short-haul destinations such as Amsterdam, Marrakech, and Santorini. It offers a “premium low-cost” experience, including a Club Europe (Business Class) cabin.
Long-Haul Leisure: The mainline BA fleet at Gatwick primarily utilizes Boeing 777-200ER aircraft. These planes are configured with a larger World Traveller (Economy) and World Traveller Plus (Premium Economy) footprint to cater to holidaymakers.

Key Company Highlights

Feature	Details
Gatwick Terminal	South Terminal (The hub for all BA and BA Euroflyer flights)
Key Destinations	Orlando, Mauritius, Barbados, Cancun, and Tampa
2026 Expansion	9% increase in long-haul flying from London hubs
Sustainability	Part of the BA Better World program (Net Zero by 2050)
Lounges	Features the acclaimed British Airways Club & First Lounges in the South Terminal

Working at BA Gatwick

The Gatwick operation is known for being a “tighter-knit” environment compared to the massive Heathrow hub.

Recruitment (2026): BA is actively hiring for Gatwick Cabin Crew and Gatwick Ground Services roles. In 2026, cabin crew roles at Gatwick focus on a mix of long-haul “trip” patterns and “there-and-back” short-haul shifts with Euroflyer.
Employee Benefits: * Staff Travel: Heavily discounted “Hotline” tickets and unlimited standby fares for employees and their nominees.
- Pay: Competitive base pay supplemented by flight duty allowances and per diems.
- Development: Dedicated “Crew Performance Managers” at Gatwick provide more personalized career coaching than at larger hubs.
Office Location: While the global HQ (Waterside) is near Heathrow, BA maintains significant operational offices and engineering hangars within the Gatwick perimeter (Crawley/Horley area).

2026 Fleet Modernization

A key focus for 2026 is the continued retrofit of the Club Suite (BA’s newest Business Class with privacy doors). While the Heathrow fleet is nearly 90% complete, the Gatwick-based Boeing 777 fleet is seeing accelerated upgrades this year to ensure consistent luxury on high-premium leisure routes like Barbados and New York (which occasionally sees Gatwick rotations).

To apply for this job please visit careers.ba.com.