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Airport Customer Service (Classroom, 3 days)

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Did you know that in the past 5 years, 261 participants from 22 countries have taken this course with IATA?


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 24 hours of instruction delivered by an official IATA Instructor.

Next class

What you will learn

  • 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


  • Final examination

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

Download full outline (pdf)

Who should attend

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

Prerequisites: Participants should have prior knowledge of airport business and operations

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

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