Airport Services - Passenger Handling (classroom)

Did you know that in the past 5 years, 249 participants from 39 countries have taken this course with IATA?

About the course

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.

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.

See the 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.

Download the Outline

Course Code: TALP-10

Course format

  • 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.

Next class

Airport Services - Passenger Handling (classroom)

Singapore, Singapore (IATA)
17 - 21 October, 2022
Register before 17 Jul, 2022 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 26 Sep
All prices are before tax and include applicable discounts.
Class no: 148792
USD 1,624
USD 2,088
USD 2,320

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

  • 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
  • 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

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.

This course is a step toward earning an IATA Diploma in:

Ground Operations Diploma

Gain management and operational knowledge about efficient ground operations for airlines and GSPs.

  • English
  • Español
  • Français

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