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Airline Customer Service

This course is also delivered in English.

DescriptionPrices & RegistrationExam Schedule

About

Drive outstanding customer service with the winning combination of knowledge, skills, and attitude.

Course format: This is a distance learning course, available in printed or electronic format.

  • This course requires approximately 45 hours of study, to be completed in 18 months.
  • All candidates will be given 2 attempts to successfully complete the final exam.
  • To successfully pass the exam, the student must achieve a grade of 60% or higher.
  • An IATA Certificate is awarded upon successful completion of the final examination.
  • This course is part of the Diploma in Aviation Studies.

What you will learn

Upon completing this course you will have the skills to:

  • Learn techniques of effective communication and customer contact
  • Understand the various social styles and cultural differences of airline customers
  • Gain knowledge about new trends in customer service

Key topics

  • Improved Standard of Customer Service
  • Verbal & Non-verbal Communication Skills
  • Customer Contact Techniques
  • Cross-cultural Awareness
  • Managing stress

Chapters include review questions, discussion questions and a reading list of appropriate books for reference.

Who should attend

This course is recommended for:

  • Ticket office, reservations, check-in, traffic, operations, baggage service and information desks staff
  • Cargo reservations and receiving staff
  • Public relations and sales support personnel
  • Flight attendants

Certificate awarded

An IATA Certificate is awarded upon successful completion of the final examination.

This course is a step toward earning an IATA Diploma in:

Additional information

Exam information

  • Exam Delivery Method: Supervised exam in IATA Exam location. Physical Attendance is required. Depending on exam venue availability online exams are available.
  • Exam Format: Multiple Choice questions, Closed Text Book
  • Number of questions: 100
  • Time Allowance: 3 hours
  • Passing Grade: 60 correct answers
  • Distinction Grade: 90 correct answers
  • Course edition applicable for the Exam: Please refer to this page

iPad package
Select any 4 of the 8 available Aviation Courses in eTextbook format and receive them with a free iPad. Learn more

Further training

Graduates of this course can apply for the Harvard ManageMentor (HMM) distance learning program at a special graduate price.

Subject areas

Find related courses:

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Additional information