Training

Airline Passenger Services


Improve your technical and customer service skills to assist passengers according to industry standards.



How You Will Benefit

  • Apply IATA passenger and baggage handling standards
  • Gain a practical working knowledge of all airport passenger service functions
  • Better assist passengers in a professional and customer-focused manner

Designed for

  • Passenger service managers
  • Customer service managers
  • Handling staff/agents
  • Instructors

Course Content

  • First impressions
  • OAG Airline Guide and IATA manuals
  • Tickets and ticket acceptance
  • Miscellaneous charges orders
  • Credit cards
  • Endorsements
  • Fraud
  • Skills for giving passenger service
  • Baggage
  • Dangerous goods for passenger handling staff
  • Boarding and arrival : Gate procedures and problems
  • Special passenger handling procedures
  • Worldtracer
  • Delay handling
  • Handling difficult situations
  • Disruptive passengers: An introduction

Course availability

If a session is not listed below, this course is not scheduled for classroom delivery at this time.

Ask about onsite delivery - All IATA classroom courses can be customised to your needs and delivered onsite for groups at your location.
Contact us  to learn more about this cost-effective option.

March 07 - March 11, 2010
Cairo, EgyptClass No : 18953
June 07 - June 11, 2010
SingaporeClass No : 18895
August 16 - August 20, 2010
Geneva, SwitzerlandClass No : 18901
Onsite Training
All IATA classroom courses can be delivered to your offices and tailored to your organisation's reality and needs. More details