Passenger Handling Supervision

5-day (40 hours) classroom course

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. Upon completion of the Passenger Handling Supervision course you will be granted free access to an e-learning course on the Departure Control System (DCS), Amadeus Altéa. This e-learning includes lessons on the acceptance of passengers and baggage, seating, boarding and handling disruptions. It can be completed at your convenience and leads to an electronic certificate of completion.

Included with this course: Amadeus Altéa Departure Control - Customer Management (Altéa DC-CM) e-learning. (See the
Amadeus e-learning technical requirements.)

Course Code: GOC022VEEN01

Course format

• This classroom course provides 5 days (40 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

• 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.

On completion of this course, you will be able to:

• Respond professionally to customer requests and complaints
• Maintain composure when dealing with difficult passengers, converting crisis situations into opportunities
• Manage irregular operations and execute strategies to get back on track quickly
• Use and endorse e-tickets
• Comply with passenger and baggage handling standards
• Transfer your knowledge to your colleagues and employees

The key topics that are covered during this course include:

• Customer service skills and principles
  • Customer expectations and satisfaction
  • Passenger service delivery model
  • Listening and responding skills
  • Cultural awareness
• Difficult customers and situations
  • Dealing with complaints
  • Conflict management
  • Denied boarding
• Industry rules and guidelines
  • Official Airline Guide (OAG)
  • IATA manuals
  • Minimal Connecting Time (MCT)
  • Automated baggage rules
• Gate procedures
  • E-ticketing
  • Boarding and delays
  • Endorsements
  • Special customer handling
• Baggage services
  • Carry on and checked baggage, allowances and charges
  • World Tracer®
  • Dangerous items and general emergency procedures

Activities

• Situational exercises
• Customer service case studies

This course is recommended for:

• All airline or ground service staff in contact with passengers
• Passenger service managers
• Handling agents and other customer contact personnel
• Customer service instructors

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.

An Amadeus Certificate of Completion is awarded to e-learning participants obtaining a grade of 80% on all assessments.