Airline Customer Service: Strategy Design and Implementation (classroom)

Did you know that in the past 5 years, 82 participants from 19 countries have taken this course with IATA?

About the course

3-day (24 hours) classroom course

Learn how to exceed your customer’s expectations!

Understand the concepts and processes required to design and implement a successful customer service strategy at an airline. Improve the way your employees handle customer interactions and emergency situations, and learn how to develop a customer service culture in your team. With the help of industry case studies and hands-on exercises, build your own strategy proposal during the course.

This course is available at IATA Training Centers and Regional Training Partner locations, and on-demand as in-house training.

Download the Outline

Course Code: TALM-08

Course format

  • This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
  • Student performance will be based on an assessment


  • 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.

Next class

Airline Customer Service: Strategy Design and Implementation (classroom)

United States, Miami (IATA, ACCET Accredited)
27 - 29 July, 2022
Register before 06 Jul, 2022 to take advantage of the USD100 Early Bird discount. The price below includes this discount.
Please register by 06 Jul
All prices are before tax and include applicable discounts.
Class no: 148514
USD 1,370
USD 1,790
USD 2,000


The IATA Training Center in Miami is ACCET Accredited

A regional course discount (up to 10% discount) is available for classroom courses at IATA Training Centers in the Americas (excluding Canada).

To claim the discount, enter 'LatAmTraining' in the promotional code field during your registration. The discount will be deducted automatically from the course price. This discount will be applied in addition to any qualifying early bird promotion.

Miami Training Center Information

What you will learn

At the end of this course you will be able to:

  • Design a customer service strategy and implementation plan to deliver consistently superior service across different customer touchpoints
  • Identify current trends, issues and opportunities related to the design and implementation of an effective customer service strategy
  • Recount the role of the customer service strategy and proposition within an airline’s vision, mission and brand positioning statements

Course content

  • State of the airline industry and key performance indicators
  • Airline business models and strategies
  • Brand and customer service value propositions
  • Airline customer service touchpoint, benchmark and best practices analysis and development
  • Airline customer service training content design and implementation
  • Processes and activities during irregular operations and contingency planning


  • Case studies
  • In-class presentation

Who should attend

  • Frontline supervisory staff
  • Airline managers
  • Customer service managers

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.

This course is a step toward earning an IATA Diploma in:

Airline Management Diploma

Gain the skills to anticipate, respond, and adapt to the demands of a changing industry.

  • English
  • Español

Passenger Experience Excellence Diploma

Designed to cover passenger experience and digital transformation trends to provide your passengers with a seamless, secure and efficient travel journey that is highly personalized.

  • English
  • 中文
  • Español

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