Airport Total Quality Management and Customer Service (classroom)



You can also take this course online in a LIVE virtual classroom setting: Take a look at the LIVE VIRTUAL CLASSROOM schedule

Did you know that in the past 4 years, 61 participants from 15 countries have taken this course with IATA?

About the course

5-day (40 hours) classroom course

Total Quality Management (TQM) defines a management concept for long-term success through customer satisfaction. In a TQM effort, all members of an organization participate in improving processes, services and their work culture with a goal to meet or exceed the expectations of their customers. Modern airports have acknowledged the importance of ensuring a positive customer experience. Focusing on passenger satisfaction rankings and passenger spending, airports should review their strategies for the future to incorporate the concepts of TQM and customer experience.

Besides service level agreements and measurements, airports are starting to focus more on satisfaction drivers and customer expectations, while also adopting TQM techniques and methodologies of other sectors, such as logistics, hospitality and telecommunications. TQM is the ideal mechanism for airports to combine, coordinate and integrate the quality management initiatives in the diverse airport activities while ensuring continuous quality improvement. Customer service and experience has evolved into an integral component of every airport’s strategy and has similar principles with TQM. Both require a holistic approach and can become sources of competitive advantage and brand differentiation. When we look across other industries - for example, Uber and Airbnb – we can see great examples of how customer experience design and thinking can make significant, positive changes to a brand and an industry; all by putting the customer at the center of their business. This 5-day course provides you with practical guidelines and case studies using TQM concepts for you to adopt in your respective strategies, going beyond the compliance phase. It also analyses customer experience, beyond simple airport customer service, towards a seamless and memorable experience.

Download the Outline

Course code: TAPG-33

Course format


  • Participants should have prior knowledge of airport business and operations.
  • Recommended level is Intermediate and Advanced.
  • 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

Airport Total Quality Management and Customer Service (classroom)

Singapore, Singapore (IATA)
17 - 21 April, 2023
Register before Mar 27, 2023 to take advantage of the USD100 Early Bird discount. The price below includes this discount.
Please register by 27 Mar
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 172461
USD 2,695
USD 3,495
USD 3,895
Seats selling fast

2 additional classes are scheduled

Airport Total Quality Management and Customer Service (classroom)

Canada, Montreal (IATA, ACCET Accredited)
15 - 19 May, 2023
Register before Apr 24, 2023 to take advantage of the USD100 Early Bird discount. The price below includes this discount.
Please register by 24 Apr
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 148359
USD 2,695
USD 3,495
USD 3,895

Please check if you are eligible to travel to Canada before you complete your registration.


The IATA Training Center in Montreal is ACCET Accredited

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? Apply for your eTA (a CAD 7 fee applies).

Please note that travelers or if you are booking for someone else, 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 Total Quality Management and Customer Service (classroom)

Germany, Frankfurt (FRA-RTP)
25 - 29 September, 2023
Register before Jun 25, 2023 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 04 Sep
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 171831
USD 2,795
USD 3,595
USD 3,995

This class is offered in cooperation with Fraport.

Fraport AG Ground Services
c/o IATA Local Training Coordinator
Building 181, Gate 3
60547 Frankfurt Airport


What you will learn

On completion of this course you will be able to:

  • Define the concept of TQM and the benefits for airports
  • Summarize latest approaches and best practices in TQM within the airport industry as well other service sectors
  • Define the framework of an airport TQM strategy and how it impacts the airport’s activities
  • Describe the benefits of excellent passenger experience
  • Create an implementation plan for delivering excellent passenger experience

Course content

The key topics that are covered during this course include:

  • What is quality and Total Quality Management (TQM)
    • Definition of quality
    • Principles of TQM
    • Elements of TQM and implementation
  • TQM for airport business
    • Application of TQM
    • Quality assessment
    • Airport best practices in TQM
  • TQM for airport operations
  • TQM for the environment
    • The impact of TQM on environmental activities
  • Benchmarking quality
    • Measuring and evaluating quality internally
    • Benchmarking with other airports
  • Integrated Quality Management Systems (QMS) for airports
    • The holistic approach of integrating the quality concept for all airport activities
    • Airport community stakeholders and integrated quality performance
    • The challenge of buying-in from the organization and the airport community
  • Introduction to customer service
    • Definition of customer experience for airports
    • The benefits of introducing a customer service strategy
    • The business context of airport customer experience
  • Customer insights
    • The different sources of customer information
    • Understanding benchmarking
  • Customer journey mapping
    • Introduction to customer journey mapping
    • The use of customer journey mapping for airports
  • Creating a customer experience roadmap
  • Best practice approaches to exceptional service within and outside the airport industry
    • Examples and applications of current customer processing tools
    • E-services and social media applications used in airports and elsewhere for exceptional service
    • Setting service standards and aligning them across stakeholders, understanding service quality and delivering consistency
  • Creating a customer service culture
    • Creating an environment of care and action to inspire people to perform
    • Emotional intelligence and cross-cultural understanding
    • Current best practice approaches to engaging, energizing, and motivating airport employees and airport partners
    • Recognition and reward initiatives and their successes in the industry


  • Analysis and application of TQM cases studies
  • Preparation and presentation a TQM plan for improving operational challenges
  • Team Project: Development and presentation of a TQM plan for a model airport

Who should attend

This course is recommended for:

  • Airport and Airline managers
  • Airport Marketing, Commercial, Strategy, Quality Management, Operations, Customer Service departments
  • Aviation industry consultants and analysts

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.

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