Did you know that in the past 5 years, 111 participants from 22 countries have taken this course with IATA?
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: TALP-10
- 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
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
- Difficult customers and situations
- Dealing with complaints
- Industry rules and guidelines
- Official Airline Guide (OAG)
Minimal Connecting Time (MCT)
Automated baggage rules
- Gate procedures
Boarding and delays
Special customer handling
- Baggage services
- Carry on and checked baggage, allowances and charges
Dangerous items and general emergency procedures
- 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.