Did you know that in the past 5 years, 183 participants from 15 countries have taken this course with IATA?

About the course

3-day (24 hours) classroom course

Drive a culture of excellence around customer service and communication. This course covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers and service consumers, and how you can meet their respective needs within your organization.

Course Code: TAPP-18

Course format

• This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
• Take this course at an IATA Training Center, Regional Training Partner, or on-demand as in-house training.
• Student performance will be based on an assessment.

Prerequisites

• Participants should have prior knowledge of airport business and operations.
• Recommended level is Entry-level and Intermediate.
• The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

• When you click the Register button, you will be directed to log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

In-house training

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

What you will learn

On completion of this course you will be able to:

• Understand the principles of customer service excellence
• Introduce a customer service program leading to the creation of a quality service culture throughout the organization
• Focus on customer satisfaction
• Evaluate current customer processing tools, e-services and social media applications

Course content

The key topics that are covered during this course include:

• Airport environment
  • Terminal services
  • Airport facilities analysis
  • Passenger terminal as a system
• Customer focus
  • Passenger profile
  • Airline service profile
  • Passenger needs analysis
• Maximizing communication
  • Use of social media and e-services
  • Managing feedback and interaction
  • Cross cultural awareness
• Stakeholder needs analysis
• Basic quality control

Who should attend

This course is recommended for:

• Airport terminal managers and supervisors
• Service managers
• Airport terminal service providers
• Airline managers

Certificate awarded

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.