IATA has published the results of a global
survey of Human Resources professionals in the aviation industry
highlighting key challenges in talent acquisition, training and
The results shows that more than 73% of
respondents expect the major areas of job growth to be in ground
operations, customer service and cabin crew.
48% of respondents reported that finding new talent is a
challenge, both because of the lack of availability of candidates
with the right skill levels and qualifications as well as, in some
cases, salary demands of new applicants.
In addition to the salary and benefits package
of each employee, the HR professionals identified career
progression opportunities (49%) and development and training (33%)
as high priorities in job satisfaction and retention.
Only 28% of respondents reported that current
training is effective, with many organizations seeking to
complement their in- house training with external partners to
improve the effectiveness of the training.
Safety and customer service skills are
priorities for hiring managers across the industry. While
technology is indeed changing the customer service role, it is not
Approximately 75% of respondents expected an
increase in customer service, ground operations and cabin crew
jobs over the next two years. That is higher than the 65% of respondents
that expect growth in security jobs and 63% that expect growth in
A number of airlines contributed insights into
the report, including Qatar Airways Group, whose Vice President,
Talent Development, Brendan Noonan, said "As an airline, we need
to find out where the new touchpoints are that we can bring in
customer service to support and complement technology to make the
overall customer experience quicker and more enjoyable. There is
an expectation from customers and we have to meet that."
"It is an exciting time to be in this business,"
said Guy Brazeau, IATAís Director of Training and Consulting. "We
were really looking forward to receiving the results of this
industry survey and we hope it can be helpful to guide HR
professionals in their decisions regarding staffing planning,
training opportunities and areas to focus on as our industry grows
to unprecedented levels."