Understand aircraft de-icing standards and procedures as required by regulators, airlines, de-icing service providers and airport authorities.

Lead your ramp team towards consistent turnaround of multiple aircraft types.

Learn the essential technical aspects of aircraft loading to optimize use of ground service equipment and manpower. Ensure safe aircraft and ground operations by cultivating a safety culture within your team.

Learn the aircraft marshaling and ramp hand signals based on the IATA standards in the Airport Handling Manual (AHM) and IATA Ground Handling Manual (IGOM).

This course covers the principles of ramp communications between the ground and cockpit crew. It is only offered on request as in-company training.

Lead your ramp team to consistently service multiple aircraft types.

Learn the essential technical aspects of aircraft handling to optimize your use of ground service equipment and manpower. Ensure safe aircraft and ground operations by cultivating a safety culture within your team.

Lead your ramp team to the consistent servicing and turnaround of multiple aircraft types.

Learn the essential technical procedures for aircraft handling and loading to optimize the use of ground service equipment and manpower. This course also provides steps for building a safety culture and ensuring consistent on-time performance (OTP).

An all-encompassing course for newcomers to the field of load control.

Learn the theories and principles of weight and balance as per the standard IATA Design Manual and Automated Load Sheet. This course prepares you for the Load Controller certification.

Severe weather conditions cause several million dollars of damage each year due to disruption and delays. Preparation is key to minimizing the impact on your operations.

Through practical planning exercises and real-life examples, this one-of-a-kind course reviews operational obstacles due to weather and the solutions to address them. Explore planning tools and procedures that will help your airport respond to rare disturbances. Learn how to prepare your resources, equipment and staff to establish a proactive culture across your operations and organization.

Essential training for airside and landside operations managers.

Gain practical knowledge to manage key airport operations with high efficiency and safety. Understand and meet the operational requirements of main stakeholders: airlines, authorities, ground service providers, passengers, and freight forwarders.

Starting a career or wishing to expand your knowledge in airports? Get the essential knowledge you need to succeed.

Explore the many ground service tasks involved to support aircraft both pre- and post-flight. Jumpstart your ground services career with concrete knowledge of how to perform day-to-day duties safely and efficiently.

This course supports the training requirements outlined in the IATA Airport Handling Manual (AHM), as well as the IATA Safety Audit for Ground Operations (ISAGO) Aircraft Handling and Loading Functional Training Specifications.

Skills to ensure a memorable customer experience at every customer touch point.

This intensive crash course in passenger services is designed to make you both customer-focused and knowledgeable in the many roles you may fill as a front-line employee. Course topics include customer service best practices, conflict management and the development of other soft skills combined with a review of international passenger and baggage handling standards.

Refuerce su Sistema de Gestión de la Calidad gracias a un programa de Auditoría Interna efectivo.

Aprenda a realizar una auditoría y a utilizar pruebas objetivas para medir la conformidad con las políticas empresariales, la reglamentaciónlas normativas, los requisitos ISAGO y las normas de sus clientes.

Build solid skills for greater aviation security and understand its regulations, concepts and recommended practices.

Baggage mishandling costs the air transport industry around US$2.9 billion annually. Correct baggage handling not only reduces costs but also contributes to facilitation and passenger comfort. Learn to recognize baggage handling problems at the source and enhance your service efficiency by incorporating improved processes, infrastructure, and service management in your organization. Analyze various service concepts based on different airline models and how to apply them at the check-in, ramp and baggage claim.

Learn the special ground service requirements for business aviation aircraft handling.

The business aviation sector handles more than 31,000 aircraft worldwide (EBAA), and this important niche market requires a high level of service and customization from fixed-base operators. Learn best practices in commercial airline ground operations to build a profitable business model.  Equip yourself to meet client expectations and deliver consistent service.

Familiarícese con la redición de cuentas, la credibilidad, la reputación y la supervivencia de una línea aérea en función de la respuesta aportada tras un incidente o un accidente.

Discover strategies to control costs and improve your revenue performance as an airline or service provider. Gain a focused ground operations perspective on resource optimization, subcontracting and product segmentation to make the right decisions in your operations.

Are your local staff and representatives prepared to speak to the media at a time of crisis?

Learn how to handle media response in an emergency situation from its onset, before the corporate media response team takes over. Gain communication skills to provide adequate and structured information to the media, while avoiding common errors that lead to confusion and negative attention.

Learn about airline accountability, credibility and reputation based on the response after an incident or accident.

Oficialice sus conocimientos en operaciones y prácticas tanto aéreas como terrestres.

Tools to make safety a priority in your organization.

A functional safety culture brings open communication, continuous improvement and increased productivity, but requires continuous effort from all levels of the organization. This course presents a rigorous approach to aligning organizational culture with safety culture, allowing you to reinforce safety in your organization and implement a Safety Management System (SMS).

Document control helps you ensure compliance with industry regulations and reinforce quality management within your organization. This hands-on course gives you a test environment to build your own document control procedures, including: process mapping, referencing and amendments. You will also learn how to maintain a document infrastructure and distribute control documents so that they are current and accessible to all stations.

Construya un marco destinado a asegurar la calidad en su organización y dé el paso de la certificación ISAGO.

Recuerde las aplicaciones prácticas de dos elementos clave del sistema de calidad: el Sistema de Control Documental y las Normas y Prácticas Recomendadas ISAGO. El curso le proporcionará una serie de herramientas que le ayudará a normalizar sus operaciones y sus procesos de comunicación, así como a mejorar la seguridad operacional en general.

Learn the latest methodology and requirements for responding to an aircraft emergency at or around the airport.

This course helps you to set up a coordinated response between the aircraft operator, airport authorities, ground service providers and state emergency response agencies.

Guidelines to prepare your team for mobilization and action in an emergency situation.

Preparation is key as ground service providers are increasingly required to assist or represent customer airlines in emergency situations. This course shows you how to implement an emergency response plan and get your team ready to react in the event of an incident or accident.

Aumente la puntualidad de sus servicios de asistencia en tierra

Este curso es de suma utilidad para los directores de asistencia en tierra (station managers) que trabajan para proveedores de servicios o para aerolíneas con servicios propios de asistencia en tierra. Este curso le ayudará a examinar las funciones de asistencia en tierra, desde las señales manuales para el desplazamiento de aeronaves hasta las operaciones de empuje, pasando por el check-in y las operaciones de deshielo. Analice las responsabilidades de gestión en plataforma y en las terminales de pasajeros y de carga.

Build a framework to ensure quality across your organization and take this important step to becoming ISAGO registered.

Review the practical applications of two key elements in the quality system: the Control Documentation System and ISAGO Standards and Recommended Practices. Leave the course with operational tools to help you standardize operations, communicate processes and improve overall safety.

Control and supervise an airline station in a self-handled or outsourced environment.

Learn how to improve safety and effectiveness in your ground operations with these recommendations for reducing human error.

Support your Quality Management System with a successful Internal Audit program.

Learn how to perform an audit of station or cargo operations, and how to use objective evidence to measure compliance with corporate policies, regulations, ISAGO requirements and customer standards.

Gain a comprehensive understanding of the ISAGO Program to prepare your operations for a successful audit.

Review the ISAGO Standards and Recommended Practices as per the Ground Operations Standards manual. Leave this workshop with operational tools and skills to use in your organization. Learn the IATA Safety Audit for Ground Operations (ISAGO), including standards, practices, and audit methods.

Gain the safety knowledge you need to efficiently supervise and manage airside operations, and learn how to comply with industry best practices on ground safety. Develop your management skills in aircraft safety and accident prevention, so that you can improve your company’s bottom line and performance. 

Global passenger traffic is expected to increase by 5.8% annually for the next five years, creating an unprecedented need to reconcile security procedures with passenger flow.

In alignment with IATA’s Passenger Facilitation Program, this course focuses on the crucial areas of airport access control, security regulations, and terminal and perimeter security with the aim to provide a secure, seamless and efficient “end-to-end” passenger experience.

Receive the tools you need to run safe, cost-effective maintenance and engineering operations.

Analyze the effects of engineer performance on aircraft safety and evaluate what safety nets can be deployed to reduce errors. Develop your communication skills and improve coordination between maintenance crew.

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. 

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 is designed to complement 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).

Whether you provide services to one or multiple airports, you are confronted with changing standards, resources and working conditions that can compromise the quality of your services. This course shows you quality practices you can immediately apply in your station and cargo operations to deliver safe and consistent service no matter what the circumstances.

Through class lectures and practice scenarios, learn the components of a Quality Management System (QMS) that will help you transform your processes and promote sustainable quality throughout your organization. Discover techniques to map your processes and conform to customer requirements and corporate policies.

Learn how to integrate risk management into your operations, maximizing operational capability, reducing costs and improving resource allocation.

This course offers a practical step-by-step approach to risk management, and demonstrates how you can improve safety performance through enhanced operational and strategic decision-making processes.

This course will be available in 2013. Please check back soon for more information and to find scheduled sessions.

Learn how to implement and integrate risk management within your organization and achieve effective internal controls with risk identification and analysis, risk rating and practical risk treatment action plans.

This course is an intensive, hands-on workshop that will enable you to confidently identify and manage risks in you department or station.

Take a hands-on approach to Safety Management System implementation.

Conduct an assessment of your organization’s level of SMS compliance with the help of a checklist and action plan. Gain tools to facilitate implementation, promote organizational change and monitor operations continuously.

As the first of four workshops in the SMS Implementation Professional Diploma, this workshop looks at the fundamental stages of the SMS program, breaking the implementation process into projects and initiatives.

A successful SMS reduces the rate and cost of accidents and incidents, improves communication and productivity, and helps your airport meet its legal responsibility to manage safety.

Learn how to implement an efficient SMS at your airport and promote a safety culture within your organization. Understand the relevance of risk management in relation to SMS and learn how to evaluate, prioritize and mitigate risk. Analyze the impact human factors have on safety and develop your skills in detecting, controlling and preventing errors in an airport environment.

Ensure your compliance with industry-wide security audit requirements.

Learn the essential airline and airport security audit requirements in ICAO Annex 17 in this advanced-level course. Become proficient in a wide range of industry standards, with in-depth reviews of international and national security programs. Gain the skills to conduct compliant audits and quality control across multiple security segments.

The 2013 version of SGHA is here! Discover how it compares with the 2008 version, and use the IATA Standard Ground Handling Agreement to its fullest as a commercial agreement and services description document.

This course covers the SGHA section by section, giving you the foundations to write the Annex B and Service Level Agreement accurately and effectively. Learn how to enhance cooperation, efficiency and savings in your negotiations through technical training and exercises that replicate today’s global marketplace.

Join the 242 Contract Managers and Ground Operations professionals from 77 countries who have upgraded their skills with this training since 2010.

Mantenga su competitividad gracias a un programa de capacitación indispensable en Calidad y Satisfacción de los usuarios.

Adquiera las herramientas necesarias para elaborar y poner en ejecución un Sistema de Gestión de la Calidad (QMS por sus siglas en inglés) que lo ayudará a proveer un servicio coherente. Para ello, estudie las características de los componentes de un sistema de gestión de la calidad y sus aplicaciones concretas en la prestación de servicios en tierra.

The 2013 version of SGHA is here! See what has changed.

Learn how to use the IATA Standard Ground Handling Agreement to its fullest potential as a commercial agreement and services description document for line maintenance services. This course covers the respective sections of the SGHA and shows you how to write the Annex B according to regulatory requirements for line maintenance.

Improve the On-Time Performance of your station.

Essential training for station managers working for ground service providers and self-handling airlines. This course helps you understand ground handling functions, from marshaling to pushback, check-in to deicing. Review management responsibilities on the ramp and in the passenger and cargo terminals.

Join the 689 Station Managers and Ground Operations professionals from 75 countries who have upgraded their skills with this training since 2008.

Essential training for operations officers at the control centers of ground service providers and self-handling airlines.

Gain practical knowledge of station control to run efficient and safe ground operations. Learn operational aspects to perform quick turnarounds and minimize delays.

Un SMS performant réduit le taux et le coût des accidents et des incidents, améliore la communication et la productivité et aide votre aéroport à endosser ses responsabilités légales en matière de gestion de la sécurité.

Apprenez comment mettre en œuvre un SMS performant dans votre aéroport et promouvoir une culture de la sécurité au sein de votre organisation. Identifiez l'importance de la gestion des risques en lien avec les SMS et apprenez comment évaluer, classer par ordre de priorité et réduire les risques. Analysez l'impact des facteurs humains sur la sécurité et développez vos compétences pour détecter, contrôler et prévenir les erreurs dans l'environnement d'un aéroport.