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

Download full outline (pdf)

• Learn to identify multiple document types and their security features
• Apply control and assessment techniques to your operations
• Understand the drivers behind document forgery and measure its impact on operations
• Measure your performance based on current industry best practices and future trends

• Operations staff from airlines and ground service providers
• Airline staff working at an airport
• Passenger handling agents and supervisors
• Airport terminal staff

• 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
• Passenger assessment
• Risk assessment
• 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

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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