How to Become an Airline Mystery Shopper (Ready for Takeoff?)
If you’ve ever dreamed of jet-setting around the globe and wondered how it would feel to become an airline mystery shopper, you’ve landed at the right destination.
In this guide, we’ll take you through the EXACT steps you need to embark on a thrilling journey as an airline mystery shopper. We’ll discuss:
- The key skills required.
- The necessary training or education to help you succeed.
- How to land your first assignment as an airline mystery shopper.
So, whether you’re a novice traveler or a seasoned globetrotter looking to make your passion profitable, stay buckled in.
We’re about to reveal the roadmap to becoming an airline mystery shopper.
Let’s take off!
Steps to Become an Airline Mystery Shopper
Step 1: Understand the Role of an Airline Mystery Shopper
Before starting out as an airline mystery shopper, it’s crucial that you thoroughly understand the nature and demands of the role.
As an airline mystery shopper, you will be responsible for assessing airline services without the knowledge of the staff.
This includes evaluating customer service, cleanliness, timeliness, food quality, and the overall passenger experience.
You will need to pay attention to detail, as you will be required to report on many different aspects of the journey, from the booking process and check-in, to the onboard experience and arrival at your destination.
You will need to have a good memory and note-taking skills, as you will need to remember specific details about your experience.
Also, it’s important to understand that this role is not just about free travel.
It requires professionalism, dedication, and a true desire to help improve the airline industry’s customer service standards.
You may also need to follow specific instructions for each assignment and be able to objectively report on your experiences.
Understanding these realities will help you decide if this role is the right fit for you.
Step 2: Gain Relevant Experience
If you’re looking to become an Airline Mystery Shopper, having relevant experience in the hospitality, travel, or customer service industry will be beneficial.
This might include previous roles in customer relations, travel consultancy, hotel management, or airline services.
Any experience that includes understanding consumer needs, assessing service quality, and customer interaction can be a major asset.
Travel experiences can also be a critical part of your preparation.
Familiarity with different airlines, airports, and flight classes would add to your credibility as an Airline Mystery Shopper.
The more you understand about the travel industry and customer service standards, the more accurate and valuable your mystery shopping reports will be.
Also, any experience in mystery shopping itself, in other sectors such as retail or food & beverage, will help you understand the specifics of the role, including observance, report writing, and adhering to the guidelines of the mystery shopping assignment.
Remember, your primary role as a mystery shopper is to provide constructive feedback to help improve service standards.
So, any experience that develops your evaluation and communication skills could be valuable.
This might include roles in auditing, quality assurance, or even journalism.
Step 3: Develop Observation and Analytical Skills
In the role of an Airline Mystery Shopper, observation and analytical skills are crucial.
As you will be assessing and reviewing the airline services incognito, your attention to detail matters a lot.
These skills will help you to accurately evaluate the customer service, cleanliness, timeliness, and overall quality of service.
Start by honing your observational skills in your daily life.
Take note of things that you would normally ignore or take for granted, such as how well a restaurant serves you or the cleanliness of a public place.
Remember, you need to be able to notice even the smallest details.
Next, work on your analytical skills.
This involves processing the information you’ve observed and making sense of it.
You must be able to assess whether or not the services provided meet the standards set by the airline and the expectations of the average customer.
This might involve comparing different aspects of the service, identifying patterns, or even making predictions based on current trends.
Taking courses or attending workshops on critical thinking or data analysis could also be very beneficial.
These programs can provide you with tools and techniques to enhance your analytical abilities.
Remember, as an Airline Mystery Shopper, your observations and analyses directly influence the decisions made by the airline.
Therefore, these skills are not just recommended, they are essential.
Step 4: Improve Communication Skills
As an airline mystery shopper, you’re required to interact with various individuals, from flight attendants to airport staff, and you must be able to do so in a clear and effective manner.
This means that improving your communication skills is crucial for success in this role.
Taking a public speaking course or joining a toastmasters club can help you develop your verbal communication skills.
This will enable you to communicate your observations and experiences eloquently when reporting back to the airline company.
In addition, written communication is equally important in this role.
You will need to write detailed reports about your experiences, which should be clear, concise, and professionally written.
Consider taking writing classes or workshops to hone your writing skills.
Focus on technical writing, as you’ll need to document your findings and feedback in a structured and factual manner.
Your ability to listen effectively is another critical aspect of communication that will help you excel as an airline mystery shopper.
You must be able to take in the details of your environment and interactions, to accurately report on your experience.
Active listening courses can be beneficial for this.
Remember, you’re not only representing yourself but also the agency you’re working for.
Your reports will have a direct impact on the airline’s operations and customer service, so your communication must be top-notch.
Step 5: Learn Industry Standards
In your pursuit of becoming an Airline Mystery Shopper, understanding the industry standards is crucial.
Airlines have very specific expectations and standards for their services, and as a mystery shopper, it’s your job to evaluate whether they meet or exceed these standards.
These could include factors such as the efficiency of check-in procedures, the cleanliness of the aircraft, the quality of in-flight service, and the behavior of the airline staff.
As an airline mystery shopper, you would need to be aware of the industry standards for these aspects and more.
Taking courses or attending webinars focused on the aviation industry could be useful in gaining this knowledge.
Reading industry reports, regularly following airline news, and joining industry related groups on social media platforms can also help you keep up with the latest standards and trends.
You could also consider gaining practical experience by starting off with general mystery shopping before moving into the specialized field of airline mystery shopping.
This would provide you with a broader understanding of the mystery shopping processes and evaluation techniques, which you could then apply to the airline industry.
Remember, your role as an airline mystery shopper is to provide an unbiased evaluation of the airline services against the industry standards, so the more informed you are about these standards, the better you will be able to carry out your role.
Step 6: Get Certified as a Mystery Shopper
In order to become a professional airline mystery shopper, it’s recommended to get certified.
Having a certification can make you a more attractive candidate to companies because it shows that you have received formal training in the field.
The Mystery Shoppers Providers Association (MSPA) offers the Gold Certification for mystery shoppers.
This certification can be achieved through online courses and exams, which cover topics like ethical guidelines, industry terminology, completing assignments, and writing reports.
Getting certified can enhance your credibility and provides proof of your dedication and seriousness about the profession.
It also enhances your knowledge about mystery shopping in general, thereby helping you perform your job more effectively.
Remember, some companies may require this certification before they hire you, while others might not.
However, being a certified mystery shopper will definitely set you apart from those who are not certified.
It’s important to note that you may have to invest some of your own money into getting this certification, but the benefits it brings can outweigh the cost.
Step 7: Register with Mystery Shopping Companies
After gaining some experience and building a profile as a mystery shopper, the next step is to register with mystery shopping companies that have contracts with airlines.
There are several companies available, and you can sign up with more than one to increase your chances of getting assigned to an airline mystery shopping job.
When registering, ensure you present yourself as a professional mystery shopper who can deliver detailed and objective feedback about your experiences.
You should highlight any prior mystery shopping experiences, especially those related to the travel industry.
It’s also beneficial to mention any additional skills or qualifications that might make you stand out, such as the ability to speak multiple languages or a background in customer service.
Remember to be patient, as it may take time for these companies to review your application and invite you for an assignment.
You might also have to undergo some form of training or assessment to understand the specific requirements of the airline mystery shopping role.
While waiting for assignments, keep refining your skills.
Make sure you are familiar with the expectations and standards of different airlines.
This will help you assess your experiences accurately when you eventually get a job as an airline mystery shopper.
Step 8: Apply for Airline Mystery Shopping Assignments
After gathering significant knowledge and skills, you are now ready to apply for airline mystery shopping assignments.
Many companies, including airlines and market research firms, post mystery shopping opportunities on their websites.
You can also look on job boards and forums dedicated to mystery shopping.
Before applying, make sure to thoroughly read the requirements and expectations of each assignment.
Some assignments may require you to evaluate the check-in process, while others may need you to assess the in-flight services or baggage claim experience.
When applying, be sure to highlight your relevant experience and skills.
Include any previous mystery shopping experiences and emphasize your keen attention to detail, strong observational skills, and ability to objectively assess services.
Once you secure an assignment, make sure you understand all the guidelines and deliverables.
The company will expect you to complete your assessment within a given time frame and provide a detailed report on your experiences.
The more accurate and thorough you are, the more likely you will be considered for future assignments.
Remember that while you may enjoy certain perks such as free flights or upgrades, the primary goal is to provide an unbiased evaluation of the airline services.
The information you provide can greatly influence the airline’s future service strategies and customer experience enhancements.
Step 9: Follow Assignment Guidelines Thoroughly
As an Airline Mystery Shopper, it’s crucial that you follow the guidelines of your assignments to the letter.
This often includes details on the specific aspects of the airline’s service you should focus on, such as customer service, cleanliness, or timeliness of flights.
It’s important to remain objective and unbiased in your assessment, so be careful not to let personal preferences or experiences influence your observations.
You might be required to interact with staff, make purchases, or test specific services, all while documenting your experiences accurately and in detail.
When the assignment is complete, you’ll often be required to submit a comprehensive report detailing your experiences.
This report should be thorough, but also concise and easy for the client to understand.
Always double-check your report for accuracy and completeness before submitting it.
Remember, the objective of your work is to help the airline improve its services, so it’s important to provide honest, clear, and constructive feedback.
Not following the assignment guidelines can lead to inaccurate assessments and could jeopardize your role as a mystery shopper.
Step 10: Write Detailed and Objective Reports
As an Airline Mystery Shopper, your job doesn’t end with the completion of the flight or airport experience.
In fact, one of the most critical aspects of your job is writing detailed and objective reports about your experiences.
These reports provide the client airlines with insights and information about their service quality, staff behavior, flight experiences, and more.
Ensure you note down every detail while you’re in the process of the mystery shopping – from the moment you enter the airport till you exit at your destination.
This may include details about staff interactions, cleanliness, flight amenities, food quality, and other customer service elements.
Remember, the more details you provide, the better the airline can understand their strengths and areas of improvement.
Maintaining objectivity in your reports is also crucial.
Your personal biases or preferences should not influence your evaluations.
Instead, assess each experience as a typical customer would and base your reviews on the service quality and expectations of an average passenger.
Some mystery shopping assignments may require you to focus on specific aspects of the service.
Make sure you understand these requirements and structure your report accordingly.
Additionally, providing constructive feedback and actionable recommendations can greatly assist airlines in improving their service quality.
Remember, your reports will shape the future service strategies of the airline, hence, accuracy, thoroughness, and neutrality should be your guiding principles while writing these evaluations.
Step 11: Maintain Confidentiality and Professionalism
As an Airline Mystery Shopper, you’re privy to a range of information and experiences that are meant to remain confidential.
It’s crucial to respect the privacy of the airline companies you work for and maintain a professional demeanor at all times.
The data you collect should not be shared with unauthorized people, including your friends, family, or personal social media networks.
This job requires you to act as a regular customer, so it’s important not to disclose your role to the airline staff or passengers you interact with.
It’s essential to blend in and avoid raising any suspicion to ensure the integrity of the data collected.
Additionally, professionalism is key.
This means providing honest and unbiased feedback, being punctual, meeting deadlines, and keeping open communication with your hiring agency or employer.
Remember, your feedback can significantly impact the airlines’ strategies and services, so it’s important to take your role seriously.
Maintaining confidentiality and professionalism is not only ethical but also crucial in maintaining good relations with the companies you work for, securing future assignments, and building a good reputation in the mystery shopping industry.
Step 12: Continuously Seek Feedback and Improve
As an Airline Mystery Shopper, one of the most important steps in your career progression is to continuously seek feedback and improve.
This feedback can come from the mystery shopping agency you work for, the airlines you evaluate, or even from your self-assessments.
The mystery shopping agency will often provide a detailed report on your assessment, highlighting areas you performed well and where you can improve.
Pay attention to these reports, and use the feedback to refine your observation and reporting skills.
You may need to improve your attention to detail, accuracy in reporting, or your ability to remain inconspicuous while conducting evaluations.
Moreover, many airlines also provide feedback on the evaluations they receive.
They might disagree with certain points, or add their perspective on the situation.
Take this feedback into consideration as well, as it can give you a better understanding of the airline’s expectations and standards.
Lastly, self-assessment is a crucial tool for improvement.
After every assignment, reflect on your performance.
Were there any areas where you felt you could do better?
Did you miss out on any details?
Did you manage to stay inconspicuous during the entire evaluation?
Answering these questions honestly can help you pinpoint areas for improvement.
Remember, the key to success in this role is continual growth and improvement.
The more you learn and adapt, the more valuable your assessments will become to airlines and mystery shopping agencies.
Step 13: Network with Other Mystery Shoppers
As you build your career as an Airline Mystery Shopper, it is beneficial to establish and maintain connections with other mystery shoppers.
This will allow you to gain insights into different methods and techniques utilized by others in the field, and may provide opportunities to learn about unadvertised shopping assignments.
Joining online forums, social media groups, and attending industry events are good ways to network with other mystery shoppers.
These platforms allow for the exchange of experiences, strategies, and up-to-date information about the industry.
You can also join professional organizations or associations for mystery shoppers.
These groups often provide training, seminars, and conferences which can help you to further hone your skills and stay informed about changes and trends in the field.
By networking with other mystery shoppers, you can share job leads, compare notes, learn about the reputation of different airlines or mystery shopping companies, and support each other in what can often be a competitive field.
This not only helps you to become more effective in your job but also enhances your professional growth in the industry.
Step 14: Stay Updated with Industry Trends
In the rapidly evolving world of airlines, staying updated with the latest industry trends is crucial.
As an Airline Mystery Shopper, you should have a thorough understanding of the latest developments in the industry, such as new airline routes, changes in policies, customer service expectations, and the digital advancements that are reshaping the travel experience.
Keeping yourself updated with the industry trends not only helps you in understanding what to expect from airlines but also enables you to make informed judgments about the services provided by the airlines.
Follow airline news, attend industry conferences, and participate in airline customer service trainings or workshops.
Subscribe to airline industry magazines, blogs, newsletters, and join airline-focused forums or online communities.
Learning about the latest trends will also help you to adapt your assessment strategies accordingly.
For instance, if airlines are implementing new measures for a contactless journey in response to a global pandemic, as a mystery shopper, you should be aware of these changes and incorporate them into your evaluation process.
Remember that your value as a mystery shopper depends on your expertise and understanding of the industry, and staying updated with the industry trends is a critical part of this.
Airline Mystery Shopper Roles and Responsibilities
Airline Mystery Shoppers are tasked with evaluating the customer service and overall performance of airline companies.
They act as typical customers and provide detailed feedback about their experiences.
They have the following roles and responsibilities:
Travel Experiences
- Travel as a typical passenger to evaluate the customer’s experience.
- Assess both domestic and international flights.
- Review services such as baggage handling, food, and beverage service, in-flight entertainment, etc.
Observation
- Observe and document details about the cleanliness of the facilities, the helpfulness of the staff, and the timeliness of flights.
- Evaluate the quality of customer service at ticket counters, gates, on the plane, and during layovers.
- Monitor compliance with safety regulations.
Reporting
- Provide comprehensive and detailed reports about their experiences.
- Submit reports in a timely manner according to client specifications.
Customer Service Evaluation
- Assess the friendliness, efficiency, and helpfulness of airline employees.
- Document any issues or exemplary behavior.
Confidentiality
- Maintain confidentiality and avoid disclosing their role as a mystery shopper to the airline staff.
Communication
- Communicate effectively with the mystery shopping company and airline customer service.
Continuous Learning
- Stay updated about new airline services and amenities.
- Understand and adapt to new evaluation techniques and guidelines.
What Does an Airline Mystery Shopper Do?
An Airline Mystery Shopper is a specialized type of market researcher who works undercover to gather insights into customer service, quality control, and compliance within the airline industry.
Their primary task is to experience the services of an airline from a customer’s perspective.
This might include booking a flight, checking in luggage, interacting with the airline staff, evaluating the cleanliness of the aircraft, and assessing in-flight services such as food and beverages, entertainment, and comfort.
Once they have completed their evaluation, the Airline Mystery Shopper will prepare a detailed report based on their observations.
This report typically includes feedback on staff performance, service quality, compliance with company standards and regulations, and the overall customer experience.
They might also be required to provide suggestions for improvement based on their findings.
These observations and recommendations are then used by the airline to improve their services and customer satisfaction.
In some cases, Airline Mystery Shoppers might also be asked to evaluate competitor airlines to help their client gain a deeper understanding of the market and stay competitive.
Their ultimate aim is to help the airline improve customer service and maintain a high standard of operation.
Essential Airline Mystery Shopper Skills
- Attention to Detail: Mystery shoppers need to have exceptional attention to detail. They must observe and report on various aspects of their experience, including the check-in process, in-flight service, crew behavior, cleanliness, and more.
- Communication: Strong written and verbal communication skills are vital. Mystery shoppers must effectively convey their observations and experiences in a clear, concise, and accurate report. They should also be comfortable speaking with various employees during their assessment.
- Objectivity: As a mystery shopper, maintaining objectivity is crucial. Their job is to provide unbiased feedback and evaluations on the airline services and operations.
- Discretion: An airline mystery shopper must blend in with regular passengers to ensure their observations are genuine. They should maintain discretion and not reveal their real purpose to the airline staff.
- Patience: Mystery shoppers may have to endure long lines, delays, or other inconveniences during their assignments. Patience is essential to handle such situations calmly and objectively assess the situation.
- Travel Knowledge: Familiarity with the ins and outs of travel, from booking tickets to understanding airport procedures, is highly beneficial. It helps in understanding and evaluating the customer experience better.
- Time Management: Airline mystery shoppers often work on tight schedules. They must manage their time effectively to cover all aspects of their evaluation in the given timeframe.
- Problem-solving: If any unexpected situations arise during the assessment, the ability to think on their feet and solve problems is beneficial.
- Reliability: Mystery shoppers must be reliable and professional, completing assignments on time and following guidelines precisely.
- Reporting: Mystery shoppers need good reporting skills to provide detailed and structured feedback. They should be comfortable with basic software like Word and Excel to create their reports.
Airline Mystery Shopper Career Path Progression
The Foundation: Junior Airline Mystery Shopper
Typically, your journey in this unique career will begin as a Junior Airline Mystery Shopper.
At this stage, you’re learning the ropes, absorbing knowledge about the airline industry, and gaining practical experience.
You might begin by conducting simple tasks such as booking flights, evaluating customer service, and reporting on your experiences.
Here are some tips for success in this role:
- Develop Observational Skills: Pay close attention to details such as cleanliness, timeliness, and employee professionalism.
- Understand Industry Standards: Gain a comprehensive understanding of what constitutes excellent service in the airline industry.
- Effective Communication: Learn to clearly express your observations and experiences in written reports.
The Ascent: Airline Mystery Shopper
As you gain experience and confidence, you’ll transition into the role of an Airline Mystery Shopper.
You’ll be entrusted with more complex assessments, such as evaluating entire flight experiences or the efficiency of different airline services.
Here’s how to thrive at this stage:
- Strategic Thinking: Learn to plan your shopping tasks strategically to ensure all aspects of the experience are evaluated.
- Impartial Judgement: Develop the ability to remain objective and unbiased in your evaluations.
- Report Writing: Enhance your report writing skills to provide precise and detailed feedback to the airlines.
Reaching New Heights: Senior Airline Mystery Shopper
As a Senior Airline Mystery Shopper, you will be recognized for your expertise and ability to provide valuable feedback.
You may take on more complex assignments, mentor new shoppers, and make significant contributions to improving airline services.
To excel in this role:
- Mentorship: Share your knowledge and experiences with new mystery shoppers.
- Effective Feedback: Provide actionable and constructive feedback to airlines.
- Industry Knowledge: Stay updated on industry trends and changes to provide relevant evaluations.
Beyond the Horizon: Mystery Shopping Coordinator or Manager
As your career progresses, you may choose to become a Mystery Shopping Coordinator or Manager, managing a team of mystery shoppers, planning assignments, and ensuring the quality of reports.
Here’s what to focus on:
- Leadership Skills: Develop strong leadership and communication skills to manage your team effectively.
- Organization: Learn to efficiently plan and assign tasks to your team.
- Quality Control: Ensure the quality and reliability of the feedback provided to airlines.
Pinnacle of Success: Director of Mystery Shopping
At the highest levels of this career, you may become a Director of Mystery Shopping, where you’ll be responsible for the overall direction and strategy of mystery shopping programs, liaising with airlines and managing large teams of shoppers.
Airline Mystery Shopper Salary
Entry-Level Airline Mystery Shopper
- Median Salary: $24,000 – $30,000 per year
- Entry-level mystery shoppers typically have 0-2 years of experience and may hold high school diplomas or equivalent qualifications. They’re primarily tasked with evaluating customer service and overall experience.
Mid-Level Airline Mystery Shopper
- Median Salary: $30,000 – $40,000 per year
- Mid-level shoppers have 2-5 years of experience and often take on more complex assignments, including detailed assessments of airline services and procedures.
Senior Airline Mystery Shopper
- Median Salary: $40,000 – $50,000 per year
- Senior shoppers possess 5+ years of experience and are often responsible for devising mystery shopping strategies, training new entrants, and conducting high-level evaluations.
Airline Mystery Shopper Team Leader
- Median Salary: $50,000 – $60,000+ per year
- These roles come with significant experience and often involve leading a team of mystery shoppers, handling complex assignments, and reporting directly to management.
Airline Mystery Shopper Program Manager
- Median Salary: $60,000 – $80,000+ per year
- These high-level positions require extensive experience, a deep understanding of customer service standards, and often involve designing and implementing mystery shopping programs for airlines.
Airline Mystery Shopper Work Environment
Airline Mystery Shoppers often work in a variety of locations, primarily in airports, airplanes, and airline company offices.
They may also visit airline customer service centers or airline partner establishments.
Their role involves a lot of travel, so they must be comfortable with frequent flying and changing environments.
Airline Mystery Shoppers typically work independently, often under the direction of a market research company.
Their schedules can be unpredictable, depending on the specific assignments they receive.
This job role might involve visiting several different cities or even countries in a single week.
The nature of their job requires them to remain anonymous and unbiased, meaning they must be skilled at blending in and not drawing attention to themselves.
After completing their assessments, they typically report their findings remotely, allowing them to work from any location.
It’s worth noting that this role doesn’t typically provide a full-time income, but it can offer exciting opportunities for those who enjoy travel and are looking for an unconventional work environment.
FAQs About Becoming an Airline Mystery Shopper
What qualifications do I need to become an Airline Mystery Shopper?
To become an Airline Mystery Shopper, you do not necessarily require formal qualifications.
However, possessing good observation, analytical skills, and excellent written communication is important as you will be required to provide detailed feedback on your experiences.
Previous customer service experience or a background in market research may also be beneficial.
Do I need to travel frequently to be an Airline Mystery Shopper?
Yes, the job of an Airline Mystery Shopper involves a significant amount of travel.
You will need to evaluate various aspects of airline service, which can include check-in procedures, flight attendants’ performance, quality of food, cleanliness of the airplane, and more.
This means you will be on the move frequently, testing out different flights from various airlines.
Can I become an Airline Mystery Shopper part-time?
Absolutely!
Many Airline Mystery Shoppers work on a part-time basis.
The flexibility of this role means you can take on assignments when it suits you, making it an ideal choice for those looking for a supplementary income or a job with flexible hours.
Is being an Airline Mystery Shopper dangerous?
Being an Airline Mystery Shopper is not inherently dangerous.
As with any frequent traveler, you should be aware of safety precautions while traveling.
This includes understanding emergency procedures on an aircraft and taking care of your personal safety and belongings while in transit or in different locations.
What is the future outlook for Airline Mystery Shoppers?
The demand for Mystery Shoppers, including Airline Mystery Shoppers, is expected to continue growing as companies invest more in understanding and improving the customer experience.
As airlines continue to compete on customer service, the insights provided by Airline Mystery Shoppers will remain valuable.
The role may evolve with technological advancements, but the core goal of improving customer service through objective evaluation is likely to stay the same.
Conclusion
And there you have it.
Taking flight on the journey to become an airline mystery shopper may seem daunting, but it’s unquestionably thrilling.
Equipped with the right skills, training, and perseverance, you’re well on your way to making a significant difference in the aviation industry.
Remember, the path may be filled with mystery, but the opportunities for exciting travel experiences are boundless. Your insights could lead to the next big thing that changes how airlines operate, serve, and engage with passengers.
So, take that first leap. Plunge into comprehensive training. Network with industry professionals. And most importantly, never stop exploring.
Because the skies are waiting for what you can discover.
And if you’re looking for personalized guidance on starting or advancing your career as an airline mystery shopper, check out our AI Career Path Advisor.
This free tool is tailored to offer customized advice and resources to help you navigate your career path effectively.
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