Air Cargo Customer Service (LIVE virtual classroom)



Did you know that in the past 3 years, 37 participants from 7 countries have taken this course with IATA?

About the course

1-day (8 hours) LIVE virtual classroom course

IATA Air Cargo Customer Service aviation training course

Providing excellent customer service is essential to the long-term viability of every business. This course introduces the fundamental elements of customer service and explains how they can be applied in any organization, for all employees, ensuring they are equipped to meet and exceed the customer's expectations. You will learn about customer needs and demands, the ethics of customer service, and customer contact techniques to help your business to develop its customer service program to the highest level. In addition participants will learn how to efficiently handle air cargo claims, by studying existing legal instruments, examining key areas of claims, learning of documentary requirements and going through relevant procedures and best practices for satisfactory claims resolution.

Download the Outline

Course Code: TCGG-54-VC

Course format

  • The live sessions of this virtual classroom course are delivered by an official IATA Instructor.
  • The course will take you approximately 8 hours to complete and be held over 1 day.
  • There will be 2 live interactive virtual classroom sessions, each session will be 120 minutes.
  • The live sessions will require your participation, with multiple Q&A sessions and additional time spent on self-study material including projects, research, additional reading and videos.
  • Student performance will be based on an assessment.

Technical requirements

Please verify your hardware, software and network to support your upcoming course with IATA Training.


  • Participants should have prior knowledge of Air Cargo Business.
  • 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 B2B Training Specialist in your region.

Virtual venues

We schedule our virtual classroom courses through one of 3 virtual venues, each in a different time zone for your convenience. For more information, please visit our page on virtual classroom timing or contact our Customer Portal.

Please check the exact schedule of each class below (View more details) and click ‘Register’.

Next class

Air Cargo Customer Service (LIVE virtual classroom)

Virtual Session Asia (IATA)
14 August, 2024
Register before Jul 24, 2024 to take advantage of the USD100 Early Bird discount. The price below includes this discount.
Please register by 31 Jul
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 201122
USD 350
USD 480
USD 545

2 daily LIVE sessions:
11:00-13:00 & 14:00-16:00 Beijing/Singapore
7:00-9:00 & 10:00-12:00 Dubai
3:00-5:00 & 6:00-8:00 UTC
Please note that these timings may be subject to change.

Air Cargo Customer Service (LIVE virtual classroom)

Virtual Session EMEA (IATA)
14 October, 2024
Register before Jul 14, 2024 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 30 Sep
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 201460
USD 360
USD 464
USD 516

What you will learn

Upon completing this course you will be able to:

  • Discuss the principles of customer service excellence and apply the fundamental aspects in business
  • Recognize the various social styles and cultural differences of air cargo customers and develop customer loyalty
  • Communicate and collaborate with customers utilising efficient communication processes and feel confident in any customer situation
  • Know more about the legal instruments in air cargo industry and make claims more effective and efficient within the process of cargo claims
  • Know obligations and rights of a claimant

Course content

The key topics that are covered during this course include:

  • Basic principles of air cargo customer service
  • Building trust and service ethics and communication styles
  • Customer experience and lifetime value
  • Customer loyalty and relationship management
  • Nature, sources and principles of legal framework in air cargo industry
  • General Conditions of Carriage & Conditions of Contract
  • Obligation and right of the shipper / consignee / claimant
  • Cargo Claims Handling Procedures, awareness and prevention

Who should attend

This course is recommended for:

  • Customer service, reservation and sales staff of air cargo logistics companies
  • Airline and freight forwarders insurance manager, legal counsel and claim handling responsible, aviation lawyers
  • Air Cargo Procedures

Certificate awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on an assessment. A special distinction is awarded to participants obtaining a grade of 90% or higher.

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