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.
Diploma code: DIPL-105
Upon completion of this diploma you will be able to:
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.
An in-depth view of the competitive threats to your airline and the opportunities you have to improve passenger loyalty
An introduction to the design thinking process, and how to apply 'human-centered' design techniques, in combination with analytical research of customers
Drive outstanding customer service with the winning combination of knowledge, skills, and attitude.
Understand the concepts and processes required to design and implement a successful customer service strategy at an airline.
Learn how to develop a TQM strategy and quality culture that achieves organizational effectiveness across all airport operations.
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.
Obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport.
Gain the skills to carry out transformational projects through industry recommended practices for successful Fast Travel implementations
Learn how to self-assess the impact of bio safety measures on the passenger process and define the most appropriate way to deploy ICAO’s “Take off” guidelines