Passenger Experience Excellence Diploma



About the diploma

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

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

Download the Outline

Who should attend

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


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

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