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Airport Customer Service (Classroom, 3 days)


DescriptionPrices & Registration
Did you know that in the past 5 years, 273 participants from 22 countries have taken this course with IATA?

About

Drive a culture of excellence around customer service and communication.

This course covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers and service consumers, and how you can meet their respective needs within your organization.

Course format

  • This course is available at IATA Training Centers, regional training partner locations, and on-demand as in-company training.
  • This course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.

Prerequisites

  • Participants should have prior knowledge of airport business and operations
  • Recommended level is Entry-level and Intermediate
  • The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or equivalent for other languages.

Next class

There are currently no scheduled classes. Check back later for updates or contact us to arrange a class in your company.


What you will learn

On completion of this course you will be able to:

  • Understand the principles of customer service excellence
  • Introduce a customer service program leading to the creation of a quality service culture throughout the organization
  • Focus on customer satisfaction
  • Evaluate current customer processing tools, e-services and social media applications

Course content

  • Airport environment
    • Terminal services
    • Airport facilities analysis
    • Passenger terminal as a system
  • Customer focus
    • Passenger profile
    • Airline service profile
    • Passenger needs analysis
  • Maximizing communication
    • Use of social media and e-services
    • Managing feedback and interaction
    • Cross cultural awareness
  • Stakeholder needs analysis
  • Basic quality control

Download the course outline

Activities

  • Final examination

Note: Course participants receive a free copy of the IATA Guide to Facilitation.

Who should attend

This course is recommended for:

  • Airport Terminal Managers and Supervisors
  • Service Managers
  • Airport Terminal Service Providers
  • Airline Managers

Certificate awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.

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

Additional information

About IATA Classroom Training

We train more than 10,000 aviation professionals annually through our global network of IATA Training Centers, Regional Training Partners, and in private in-company sessions. Our 200+ classroom courses are developed using IATA’s unique industry insight and delivered by IATA Instructors, experts in their fields. More

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

Subject areas

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