Passenger assessment and exception handling techniques to save your airline from costly delays and penalties.
Based on the latest trends and industry best practices, this course provides tools to identify forged documents and potentially disruptive passengers.
Available as: Classroom & In-Company course
Duration: 3 days (24 hours)
Recommended level: Entry-level and Professional
Prerequisites: Participants should have basic knowledge of passenger handling services
Identity documentation – international standards
Document security features
Fake/stolen documents – issues and drivers, uses and applications
Documentation control: tools, equipment and available resources
TIMATIC uses and features
Role and responsibilities of Airline Liaison Officers (ALO)
Exception handling and customer service
Denial of boarding
Future industry directions
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.
About IATA Classroom Training
We train more than 10,000 aviation professionals annually through our global network of IATA Training Centers, our 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 Registered Instructors, experts in their fields. More
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