Life at MAN - Sahir Parkar, Senior Team Manager (Customer Communications)

Each of the 31m or so passengers who pass through Manchester Airport each year will have their own reason for travelling and their own unique experience when they're here. Some may be flying for the very first time, others might usually fly from elsewhere, and some might want to clarify what they can bring in their luggage, who to contact about a change of plan, or which car park would be best suited to them.

Sahir Parkar heads up a team of Customer Ambassadors who staff the customer contact centre at Manchester and its two sister airports, East Midlands and London Stansted, handling queries that come in over the phone. He explains how they ensure passengers are looked after before and after they travel, as well as revealing his least favourite pizza topping.

How long have you been working at Manchester Airport?

I've been here for more than 7 years.

What does your job involve on a typical day? .

I lead the contact centre team for Manchester, East Midlands, and London Stansted, handling enquiries across calls and chat channels and managing the Chat Bot to resolve queries. I work closely with my team, monitor performance, and liaise regularly with Customer Relations and Social Media colleagues. Any trends, incidents, or events that could affect airport operations are shared with the wider Communications team to ensure a consistent and proactive approach to advice and guidance for passengers travelling through our airports.

What skills and training are needed for the role?

The role requires a genuine passion for aviation and a strong commitment to customer care. It also calls for empathy, a will-do attitude, and the ability to stay calm under pressure while supporting passengers and working closely with colleagues to deliver the best possible experience.

What is the most memorable thing you’ve worked on?

It's hard to pick out a single thing, but I think the best moments are always the ones where you feel like you've ‘saved the day’ for somebody who is stressed about something relating to their trip. It's particularly lovely when a customer actively reaches out to you to compliment your team on how they've handled their query. Those are the ones that stay with you, and make this job rewarding.

What should passengers do if they have queries or concerns before they are due to travel?

It's very important for passengers to check both the airport and airline websites for the latest travel info. Also, make sure you have all your travel documents in place. Nothing ruins a trip faster than showing up without your passport. If they still have questions, my team is ready via phone or chat to help.

What do you enjoy the most about working at the airport?

No day, hour, or minute is ever the same. Working at the airport is incredibly dynamic. I have loved aviation since I was a child and have spent my whole career in this industry. I also really enjoy meeting and working with people from different places and countries; you learn so much from them, and it is hugely rewarding to be part of that.

What one piece of advice would you give to someone considering a career at the airport?

Airports are fast paced and involve so many teams working together to get passengers from point A to B. Be ready to learn, adapt, be positive and if you have a love of aviation, the sky is the limit for your career.

What do you like to do when you're not at work?

Family time and planning our next holiday always come first. When I am not doing that, I am a devoted pizza hunter—pineapple toppings need not apply!

Which destination that we fly to from Manchester do you most want to visit?

Casablanca.