Airline Customer Service Fundamentals (e-learning)

3-hour e-learning course

This e-learning course is designed to upskill and introduce new skills for existing frontline airline staff and benefit new entrants to deliver on business objectives to meet the increased expectations of airline customers. As the airline industry is changing so are the needs of its customers. This course will prepare you to address customer service needs and expectations post-COVID-19.

The diverse customer base and the increased personalization through automation as a result of the COVID-19 pandemic pose challenges to the airline’s frontline employees. Airline customer service is about interacting with customers at any point in their journey and improving their overall in-airport and in-flight experience.

Course Code: TALL-28

Group discounts
Considerable discounts are available for multiple purchases (30+ users) of this course. To simplify company-wide implementation, you can also host this e-learning course on your company’s Learning Management.
Please contact us for more information.

Course format

• This self-study e-learning course requires approximately 2 hours of study, including 1 hour of on-demand video, to be completed within 6 months from the purchase date (enrollment validity).
• After the enrollment validity expires, the users will not have access to the course content and will not be able to take the exam/assessment.
• The recommended level for this course is Entry-level.
• Student performance will be based on an exam/assessment. Please refer to the Exam/Assessment Information below for more details.

Registration information

• When you click to purchase the e-learning course, you will be directed to log in to your Training Account.

Important: Please note that if you are purchasing courses for more than one person, you must create a User Account for each individual. Registration and payment must be done through each User Account. You cannot use one User Account to purchase courses for multiple individuals. However, you may pay for multiple individuals by one credit card or bank transfer through each individual’s User Account. If you pay by bank transfer, please attach a copy of the bank transfer issued by the sender’s bank to each individual’s order.

Upon completing this course you will have the skills to:

• Describe the impact of current challenges on customer service
• Explain the importance of delivering personalized customer service
• Explain the benefits of self-awareness in a customer service role
• Describe the cultural differences that the staff should be aware of
• Use communication skills to resolve customer complaints and conflicts
• Describe strategies for resolving customer complaints quickly and effectively

The key topics that are covered during this course include:

• Introduction to airline customer service
• Communication skills
• Emotional intelligence vs. emotional competence
• Cross-cultural awareness
• Customer contact techniques
• Dealing with complaints and conflict

This course is recommended for:

• Aviation professionals
• General public

Upon successful completion of the exam/assessment, you will be awarded a Certificate that you can print for your records.

Exam/Assessment information

Please read the IATA Training Unsupervised Online Examination Student User Guide for Partner-taught or Self-study exams.

• Method: Unsupervised online exam The exam/assessment can be taken at any time at your convenience.
• Format: 30 multiple-choice questions
• Time allowance: 1.5 hours
• Passing grade: 70% correct answers
• Number of exam attempts: 2

Important note: The exam/assessment should be accessed after you have completed the course module. Once you have started the assessment you can no longer access the course module.