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Passenger Ground Services for the Leadership & Management Training Program

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Learn what it takes to work at one of the airline’s industry most visible airport position and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport.

The course complements the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO) and the IATA Passenger Services Conference Resolutions Manual (PSCRM).

This training program combines IATA's trusted Passenger Ground Services course with Harvard ManageMentor (HMM), a state-of-the-art, media-rich training platform furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development.

Course format: This is a distance-learning program requiring 100 hours of self-study for the IATA course plus additional time for the HMM modules.

What you will learn

Upon completing this course you will have the skills to:

  • Understand how airlines and airports operate in relation to the provision of passenger services
  • Interpret the respective regulatory requirements related to passenger and baggage transport
  • Understand how computer reservations and departure control systems operate
  • Ensure safe and secure passenger and baggage transport
  • Provide superior customer service in a demanding customer facing environment
  • Add value to existing and future employers looking to hire and retain knowledgeable and high performing personnel
  • Prepare yourself for a career in Passenger Services
  • Build or refresh management and leadership skills
  • Respond to management challenges effectively

Key topics

Passenger Ground Services course content

  • Introduction to airport & airline operations
  • Computer Reservations (CRS) and Departure Control Systems (DCS) functions
  • Passenger & Baggage check-in procedures (airport & off-site)
  • Conditions of passenger & baggage carriage, boarding procedures and flight close-out messaging
  • Dangerous Goods regulations awareness for passenger service agents
  • Managing passenger interactions
  • Aviation security procedures for passenger & baggage transport
  • Enhanced passenger facilitation, latest innovations and career opportunities
  • Harvard ManageMentor modules:

HMM access

This valuable online reference tool, used by companies around the world, will help you handle day-to-day management issues.

HMM offers the following on-demand features to help you achieve more on the job:

  • Concise lessons and tools for fast and effective learning
  • Videos featuring Harvard University faculty, trusted experts, and next-generation emerging leaders
  • Editor’s Choice articles featuring up-to-the-minute business expertise, selected and updated quarterly by Harvard Business Publishing editors
  • Hundreds of new checklists, self-assessments, worksheets, and handouts to facilitate the application of new ideas to your own work environment
  • Personalized experience: goals, skill development, and action planning to help you quickly apply new skills
  • Post-topic, On-the-Job component where you work on your action plan and receive content, tips, and reminders

HMM module content

Who should attend

This course is recommended for:

  • Airline and ground handling agent passenger services staff
  • Airport operator and civil aviation authority staff providing passenger services
  • Anyone wishing to start a career as a Passenger Service Agent

Certificate awarded

You will receive an IATA certificate upon successful completion of the IATA exam.

An HMM certificate of completion is awarded for each module, provided you obtain a passing grade of 70%. You may track your progress within the HMM platform.

Upon successful completion of the 10 required HMM modules and the IATA Passenger Ground Services course, contact us to claim your IATA Leadership and Management Diploma.

This course is a step toward earning an IATA Diploma in:

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Additional information

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