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

Classroom Courses

August 31 - September 04, 2009
Geneva, SwitzerlandClass No : 17194
Please note that if no sessions are listed above, then this course is currently not scheduled for delivery in our IATA classrooms.

All IATA courses can be delivered to your offices and tailored to your organisation's reality and needs. If you have a group of 15 or more individuals for this course, please contact us at directsalesymq@iata.org and we will provide you with information about bringing this course to your offices at a time convenient for you and your staff.

Customised Training
All IATA courses can be delivered to your offices and tailored to your organisation's reality and needs. More details