Airport Services - Passenger Handling (Classroom, 5 days)
Did you know that in the past 5 years, 249 participants from 39 countries have taken this course with IATA?
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.
Included with this course: Amadeus Altéa Departure Control - Customer Management (Altéa DC-CM) e-Learning.
Upon completion of the Passenger Ground Services 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.
Amadeus e-Learning technical requirements.
This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.
Course Code: TALP-10
- This classroom course provides 5 days (40 hours) of instruction delivered by an official IATA Instructor.
- Student performance will be based on an assessment
- There are no prerequisites for this course
- 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: Complete the in-house training request form or contact the salesperson in your region.
View more details
View fewer details
Singapore, Singapore (IATA)
13 - 17 June, 2022
Register before 13 Mar, 2022 to take advantage of the 20% Early Bird discount*. The price below includes this discount. *Terms apply
Please register by 23 May
All prices are before tax. Class no: 148792
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
- 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
- This course includes practical exercises and assessments:
- 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
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.
This course is a step toward earning an IATA Diploma in: