Passenger Handling Supervision (classroom)

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CLASSROOM

Did you know that in the past 5 years, 111 participants from 22 countries have taken this course with IATA?

About the course

5-day (40 hours) classroom course

IATA Airport Services - Passenger Handling aviation training 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.)

Download the Outline

Course Code: TALP-10

Course format

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

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.

Next class

Passenger Handling Supervision (classroom)

Switzerland, Geneva (IATA)
29 April - 3 May, 2024
Register before Apr 08, 2024 to take advantage of the USD100 Early Bird discount. The price below includes this discount.
Please register by 08 Apr
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 201306
English
USD 2,090
USD 2,715
Regular
USD 3,030

Find out more about our IATA Training Center in Geneva, including details about the Training Center, a map to help you find it, and a schedule of all the upcoming courses being held in Geneva.

2 more classes are scheduled - click "view all classes' to see the full schedule

Passenger Handling Supervision (classroom)

Singapore, Singapore (IATA)
24 - 28 June, 2024
Register before Mar 24, 2024 to take advantage of the 20% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply
Please register by 03 Jun
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 201690
English
USD 1,752
USD 2,252
Regular
USD 2,504

Find out more about our IATA Training Center in Singapore, including details about the Training Center, a map to help you find it, and a schedule of all the upcoming courses being held in Singapore.

Passenger Handling Supervision (classroom)

Spain, Madrid (IATA)
25 - 29 November, 2024
Register before May 25, 2024 to take advantage of the 25% Early Bird discount (only for payment by credit card or ICH)*. The price below includes this discount. *Terms apply
Please register by 04 Nov
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 200634
English
USD 1,643
USD 2,111
Regular
USD 2,348

Find out more about our IATA Training Center in Madrid, including details about the Training Center, a map to help you find it, and a schedule of all the upcoming courses being held in Madrid.

What you will learn

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

Course content

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

Who should attend

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

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.

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

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