Aviation is a fast-growing and rapidly evolving industry. There are currently around 4 billion air passengers every year, and this figure is expected to double by 2036. As the industry changes and grows, so does the demand for talent.
A new report from the International Air Transport Association, based on a survey of more than 100 senior HR professionals in the sector, identifies the opportunities and challenges it faces.
Here are the 5 key findings…
1. Jobs, jobs and more jobs – more passengers will mean higher employee numbers in the industry, especially in ground operations, customer service and cabin crew.
2. Filling new vacancies is harder than replacing retirees – almost half (48%) of respondents identify recruitment as their biggest challenge. Finding applicants with the right skills isn’t always easy, and the shortage of suitable applicants has led to higher salary demands.
3. Poor training hurts recruitment and retention - job applicants want to work for employers which invest in their training development, but only 28% of respondents believe that their training is ‘very effective’. To address this, many HR professionals are planning to make greater use of external training providers.
4. Safety and customer service skills are the highest training priorities - as most employees now have basic digital skills, more HR professionals identify safety and customer service as the priorities for training and development initiatives.
5. Customer service roles are being changed, not replaced, by technology – the growth in self-service options will not bring an end to check-in and gate staff roles, but will shift their primary purpose from one which is operational to one which is about ensuring a seamless and enjoyable travel experience.
How can MSB help?
MSB’s roots lie in the airline industry, beginning with the transformational ‘Putting People First’ strategy at British Airways in the 1980s. Since then, our team has worked with airlines and airports across Europe, Asia and the US to develop their leaders and managers and to improve customer service.
To learn more about MSB’s work in the aviation industry, visit our website to see our airline and airport case studies.