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.

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

Download full outline (pdf)

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

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

Customer service skills and principles

• Customer expectations and satisfaction
• Passenger service delivery model
• Listening and responding skills
• Cultural awareness

• Dealing with complaints
• Conflict management
• Denied boarding

• Official Airline Guide (OAG)
• IATA manuals
• Minimal Connecting Time (MCT)
• Automated Baggage Rules

• E-ticketing
• Boarding and delays
• Endorsements 
• Special customer handling

• Carry on and checked baggage, allowances and charges
• World Tracer
• Dangerous items and general emergency procedures

• Situational exercises
• Customer service case studies
• Final examination

Download full outline (pdf)

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

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.

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

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