Skip to main content

Test Home
You & IATA


You are here: Home » Training » Search Courses

Airport Services - Passenger Handling (Classroom, 5 days)

DescriptionContent OverviewPrices & Registration

Skills to ensure a memorable customer experience at every customer touch point.

This intensive crash course in passenger services is designed to make you both customer-focused and knowledgeable in the many roles you may fill as a front-line employee. Course topics include customer service best practices, conflict management and the development of other soft skills combined with a review of international passenger and baggage handling standards.

Course details

Available as: Classroom & In-Company course
Duration: 5 days (40 hours)
Recommended level: Entry-level and Professional
Prerequisites: None

What you will learn

Upon completing this course you will have the skills to: 

  • Respond professionally to customer requests and complaints 
  • Maintain composure when dealing with difficult passengers, converting crisis situations into opportunities
  • Manage irregular operations and execute strategies to get back on track quickly
  • Use and endorse e-tickets
  • Comply with passenger and baggage handling standards
  • Transfer your knowledge to your colleagues and employees

Who should attend

This course is recommended for all airline or ground service staff in contact with passengers:

  • Passenger service managers
  • Handling agents and other customer contact personnel
  • Customer service instructors


Additional information

© International Air Transport Association (IATA) 2014. All rights reserved.