Passenger Experience Excellence Diploma

4 courses to be completed in 3 years

By 2035, global air travel is projected to reach 7.2 billion passengers, fueling an unprecedented demand for seamless, secure, and personalized travel experiences. In response, the airline and airport industries are prioritizing passenger-centric service strategies to deliver world-class journeys from start to finish. The IATA Passenger Experience Excellence Diploma equips aviation professionals with the essential skills, competencies, and tools to enhance the passenger experience across every touchpoint. Whether you work in airlines, airports, or travel technology, this specialized training will help you create a frictionless, efficient, and highly personalized travel journey. This comprehensive diploma program covers the latest passenger experience trends and digital transformation strategies that are reshaping the global aviation landscape. You will learn from leading industry professionals and thought leaders, gaining insights into cutting-edge practices and technologies shaping the future of travel.



Diploma code: DIPL-105

Upon completion of this diploma you will be able to:

• Design and deliver a customer experience strategy and facilitate a customer-centric culture throughout your organization
• Leverage customer data and insights to apply practical and actionable outcomes
• Facilitate and promulgate design thinking methodologies in your organization
• Drive improvements to business processes and carry out innovative projects through transformative technologies

Key topics

The key topics that are covered during this diploma include:

• Customer experience strategy
• Customer-centric culture across the organization
• Customer data and insights for practical outcomes
• How to improve customer engagement
• Design thinking methodologies
• Technology and process improvement

This diploma is recommended for:

• Passenger Experience Managers
• Passenger Data and Analytics Managers
• Passenger Experience Project Managers
• Passenger Services Managers
• Product Managers

How to register

• This diploma program consists of 2 required courses and 2 elective courses of your choice, all of which must be completed within 3 years.
• To begin working toward your diploma, go to each required and elective course page and register individually. You must complete all selected courses to be eligible for the diploma.
• Virtual classroom courses (when available for a specific course) are also recognized and accepted toward the completion of this diploma.

How to obtain your diploma

As you complete each course, it will be added to your training history found under My Training << Learn status << Completed. Once all the necessary courses are successfully completed, your diploma will be awarded and made available for download from your training profile.