Customer Service: An Aviation Perspective (Virtual Classroom)

These topics and more are covered in greater detail in the following traditional classroom course:


Studies prove that it can cost 5 times more to attract a new customer compared to retaining a customer. Great customer service is key to retention and therefore it is critical for a business to provide consistently excellent service. With new technologies being introduced to the market, customer service teams need to be even better equipped to work with limited face-to-face interaction while being culturally and emotionally educated. This course runs over 3 days with 3 hours a day of live interactive learning with an instructor, complemented with case studies and other learning materials to study at your own pace each day. This course will help you develop an understanding of customer service; key skills to create lasting and satisfying relationships with customers; and to deal with customer conflict resolution from an aviation perspective. A must have to keep up with the demands within this global industry which is experiencing an increasing number of passengers and operates within a constantly changing and challenging environment.

Download the Outline

Course code: TAPH-99-VC

Course format

  • The live sessions of this virtual classroom course are delivered by an official IATA Instructor.
  • The course will take you approximately 15 hours to complete and be held over 3 consecutive days.
  • There will be 2 live interactive virtual classroom sessions per day, each session will be 90-120 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


  • 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

To arrange in-house training for your company: Complete the in-house training request form or contact the salesperson 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

Customer Service: An Aviation Perspective (Virtual Classroom)

Virtual Session Asia (IATA)
22 - 25 March, 2021
Register before 22 Dec, 2020 for a 20% discount
Please register by 08 Mar
All prices are before tax. Class no: 132179 English
Dev. Nations
USD 1,078
USD 1,386
USD 1,540

1 additional classes are scheduled

Customer Service: An Aviation Perspective (Virtual Classroom)

Virtual Session Americas (IATA)
28 June - 1 July, 2021
Register before 30 Mar, 2021 for a 20% discount
Please register by 14 Jun
All prices are before tax. Class no: 132247 English
Dev. Nations
USD 1,078
USD 1,386
USD 1,540

What you will learn

Upon completing this course you will be able to:

  • Describe the role of customer service within the aviation business environment
  • Contrast the motivations of employees and customers during normal and stressful customer interactions
  • Handle customers in a manner that displays knowledge of social styles and cross-cultural awareness
  • Transform customer complaints and conflicts into positive outcomes for the business

Course content

  • The value of customers
  • Customer expectations of service quality
  • Effective communication in customer retention
  • Self-awareness in the delivery of customer service
  • Customer service in a culturally-diverse operating environment
  • The importance of front-line employees
  • Conflict resolution
  • Future trends in customer service delivery

Who should attend

This course is recommended for:

  • Front-line employees, supervisors and managers from the aviation industry
  • Business professionals wishing to enhance or refresh their knowledge of customer service or new to their responsibility

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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