Airport Total Quality Management and Customer Service (classroom)

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CLASSROOM

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Did you know that in the past 5 years, 67 participants from 15 countries have taken this course with IATA?

About the course

5-day (40 hours) classroom course

IATA Airport Total Quality Management and Customer Service  aviation training course

Conceptualize Total Quality Management (TQM) for airports, providing practical guidelines and case studies of how TQM concepts can be incorporated into the respective strategies of a business strategy, going beyond the compliance phase. Introduce and explain how Customer Experience goes beyond the simplistic approach of airport customer service, in order to provide the framework that will deliver a seamless and memorable experience that will meet passengers’ expectations.

Download the Outline

Course code: TAPG-33

Course format

Prerequisites

  • 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)

Netherlands, Amsterdam (IATA)
10 - 14 November, 2025
Register before May 10, 2025 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
We recommend that you register by 20 Oct

Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
*Please refer to our Payment options.
Class no: 229561
English
USD 2,096
USD 2,696
Regular*
USD 2,996

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

What you will learn

Upon completing this course you will be able to:

  • Discuss the concept of TQM and how its application benefits airports
  • Share latest approaches and best practices in TQM within and outside the airport industry
  • Define the framework of an airport TQM strategy and how it impacts the airport’s activities
  • Relate the benefits of excellent passenger experience
  • Conceptualise excellent passenger experience for airports
  • Present and discuss implementation plans for delivering excellent passenger experience

Course content

The key topics that are covered during this course include:

  • What is Quality, Total Quality Management and Quality Management frameworks
  • Developing a Total Quality Management Strategy for airports
  • Airport performance measures
  • What is customer experience and how to develop an Airport Customer Experience strategy
  • Customer journey mapping and customer experience roadmap
  • Measuring and benchmarking customer experience

Activities

  • 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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