Airport Services - Passenger Handling (Classroom, 5 days)


About

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.

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

Prerequisites

  • 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

Next class

Airport Services - Passenger Handling (Classroom, 5 days)

Singapore, Singapore (IATA)
9 - 13 November, 2020
Register before 19 Oct, 2020 for a USD100 discount
Please register by 19 Oct
All prices are before tax. Class no: 109901 English
Dev. Nations
USD 2,030
Member
USD 2,610
Regular
USD 2,900

4 additional classes are scheduled

Airport Services - Passenger Handling (Classroom, 5 days)

Switzerland, Geneva (IATA)
25 - 29 January, 2021
Register before 27 Oct, 2020 for a 20% discount
Please register by 04 Jan
All prices are before tax. Class no: 132761 English
Dev. Nations
USD 2,030
Member
USD 2,610
Regular
USD 2,900

Airport Services - Passenger Handling (Classroom, 5 days)

Canada, Montreal (IATA, ACCET Accredited)
31 May - 4 June, 2021
Register before 02 Mar, 2021 for a 20% discount
Please register by 10 May
All prices are before tax. Class no: 132512 English
Dev. Nations
USD 2,030
Member
USD 2,610
Regular
USD 2,900

Accett

The IATA Training Center in Montreal is ACCET Accredited


The Canadian authorities have announced that starting March 15, 2016, visa-exempt foreign nationals who fly to or transit through Canada will need an Electronic Travel Authorization (eTA). Exceptions include U.S. citizens and travelers with a valid visa. Do you need an eTA? Find out here.

To apply simply click here (a CAD 7 fee applies) for your upcoming trip.

Please note that travelers or arrangers are responsible to request their visas through varying designated channels (consulates and/ or third party companies) in due time.

A regional course fee (15% discount) is applied to course participants residing in Canada who attend classes at the Montreal Training Center. To claim the discount, enter YMQ-LOCAL in the promotional code field during your registration. The discount will be deducted automatically from the course price.

These regional discounts will be applied in addition to any qualifying early bird promotion.

As per the detailed procedure on our tax page, non-canadian residents do not pay sales taxes if they advise us prior to their purchase.

Montreal Training Center information

Airport Services - Passenger Handling (Classroom, 5 days)

Singapore, Singapore (IATA)
21 - 25 June, 2021
Register before 23 Mar, 2021 for a 20% discount
Please register by 31 May
All prices are before tax. Class no: 132900 English
Dev. Nations
USD 2,030
Member
USD 2,610
Regular
USD 2,900

Airport Services - Passenger Handling (Classroom, 5 days)

France, Paris (IATA)
1 - 5 November, 2021
Register before 03 Aug, 2021 for a 20% discount
Please register by 11 Oct
All prices are before tax. Class no: 132053 English
Dev. Nations
USD 2,030
Member
USD 2,610
Regular
USD 2,900

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
    • Final examination

Download the Outline

Supporting Materials

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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