|The International Air Transport Association (IATA) published the results of a global survey of Human Resources professionals in the aviation industry highlighting key challenges in talent acquisition, training and retention*:
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 replacing it.
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, IATA’s 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.
The forecast growth in passenger traffic will necessitate careful planning in the appropriate staffing levels across many job categories in the industry. IATA commissioned market survey experts Circle Research to learn more about how HR decision-makers were managing the retention, training and recruiting of skilled professionals to fill the anticipated job gaps. Respondents were from airlines, airports and ground service providers, spanning all geographic regions and representing a range of organizational size.
Significant Growth in Aviation Jobs: IATA Survey Reveals Challenges in Talent Acquisition and Training