Customer Service: An Aviation Perspective (classroom)



Did you know you can also take this course online? Find a session and register using the VIRTUAL CLASSROOM schedule

Did you know that in the past 3 years, 127 participants from 10 countries have taken this course with IATA?

About the course

3-day (24 hours) classroom course

IATA Customer Service: An Aviation Perspective aviation training 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.

The IATA Customer Service: An Aviation Perspective course runs over 3 days and 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

Course format


  • 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

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

Customer Service: An Aviation Perspective (classroom)

Belgium, Brussels (IATA)
4 - 6 November, 2024
Register before May 04, 2024 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
Please register by 14 Oct
Find out more about our Early Bird Terms.
All prices are before tax and include applicable discounts.
Class no: 200588
USD 870
USD 1,118
USD 1,245

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

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 key topics that are covered during this course include:

  • 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


  • Group work and discussions
  • Quizzes and polls
  • Case studies
  • Pre and post session activities
  • Participant breakout sessions

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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