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Airport Services - Passenger Handling (Classroom, 5 days)

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Did you know that in the past 3 years, 356 participants from 39 countries have taken this course with IATA?


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.

Join the 602 Ground Operations professionals from 77 countries who have upgraded their skills with this training since 2010.


Included with this course: Amadeus Altéa Departure Control - Customer Management (Altéa DC-CM) e-Learning.

Upon completion of the Passenger Ground Services course you will be granted free access to an e-Learning course on the Departure Control System (DCS), Amadeus Altéa. This e-Learning includes lessons on the acceptance of passengers and baggage, seating, boarding and handling disruptions. It can be completed at your convenience and leads to an electronic certificate of completion.

See the Amadeus e-Learning technical requirements.

Course format: This course is available at IATA Training Centers, regional training partner locations, and on-demand as in-company training. This course provides 40 hours of instruction delivered by an official IATA Instructor.

Next class

Jun 05 - Jun 09, 2017 - Singapore, Singapore-Somerset16 (IATA)
3 additional classes are scheduled. See all

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

Course content

Customer service skills and principles

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

Difficult customers and situations

  • Dealing with complaints
  • Conflict management
  • Denied boarding

Industry rules and guidelines

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

Gate procedures

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

Baggage services

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

This course includes practical exercises and assessments:

  • Situational exercises
  • Customer service case studies
  • Final examination

Download full outline and schedule

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

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

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.

An Amadeus Certificate of Completion is awarded to e-Learning participants obtaining a grade of 80% on all assessments.

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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