Passenger Experience Excellence Diploma

Diploma.svg

Diploma

About the diploma

4 courses to be completed in 3 years

IATA Passenger Experience Excellence Diploma aviation training

By 2035, it is expected that there will be 7.2 billion passengers traveling globally. This exponential growth is driving the industry to put passengers at the heart of their business giving them an unparalleled end-to-end travel experience. Our passenger experience training delivers the core skills, competencies and tools you need to provide your passengers with a seamless, secure and efficient travel journey that is highly personalized. This growing collection of courses covers the most recent and relevant airline and airport passenger experience and digital transformation trends and is taught by experienced industry professionals and thought leaders.

Download the Outline

Diploma code: DIPL-105

What you will learn


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

Who should attend

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

Registration

Candidates must complete 2 Required courses and 2 Elective courses within three years.

A passing mark of 70% is required on all assignments and exams. A special distinction is awarded to candidates who obtain a distinction in all, or all but one, of all course exams and assignments that make up this Diploma.

How to obtain your diploma

  1. Complete all 2 Required and 2 selected Elective courses that make up the Diploma, within 3 years.
  2. Please contact us on our Customer Portal to request your diploma, stating the title of the diploma you are applying for and the list of courses you completed for that diploma.
  3. IATA Training will issue your diploma upon verification of your eligibility.

To receive the diploma candidates must complete

  • 2 Required courses
  • 2 Elective courses

Required courses

Elective courses

PartnerTaught.svg Partner-taught or self-study

Airline Customer Service course (partner-taught or self-study)

Drive outstanding customer service with the winning combination of knowledge, skills, and attitude.

  • English
  • 中文
Classroom.svg Classroom

Airline Customer Service: Strategy Design and Implementation (classroom)

Understand the concepts and processes required to design and implement a successful customer service strategy at an airline.

  • English
  • Español
Classroom.svg Classroom

Airport Total Quality Management and Customer Service (classroom)

Learn how to develop a TQM strategy and quality culture that achieves organizational effectiveness across all airport operations.

Classroom.svg Classroom

Digital Identity and Biometrics Fundamentals (classroom)

Learn about the main models, forms and features of digital identity and biometrics that are essential for implementing Digital Identity and biometric solutions in passenger facilitation

Classroom.svg Classroom

Passenger Experience Service Design - Advanced (classroom)

Gain a deeper insight on how to use service design thinking as a methodology to empathize with passengers and ensure passenger satisfaction across the whole experience.

PartnerTaught.svg Partner-taught or self-study

Passenger Ground Services (partner-taught or self-study)

Obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport.

Classroom.svg Classroom

Passenger Processing Design and Implementation (classroom)

Gain the skills to carry out transformational projects through industry recommended practices for successful Fast Travel implementations

We use cookies to give you the best experience on our website. We also use cookies for advertising purposes. Please see our privacy policy and cookies policy for complete information.