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Airport Customer Service (Classroom, 3 days)

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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.

Available as: Classroom & In-Company course
Duration: 3 days (24 hours)
Recommended level: Professional and Management
Prerequisites: Participants should have prior knowledge of airport business and operations

Next class

Oct 07 - Oct 09, 2014 - Singapore (IATA)

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

Download full outline (pdf)


  • Final examination

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

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 towards earning an IATA Diploma in:

Additional info

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

Improve your language skills through our joint programs with Rosetta Stone®, Berlitz® and other specialized language programs. More

Who should attend

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

Subject areas

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Additional information

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