Passenger Experience Service Design Fundamentals (LIVE virtual classroom)

You can also take this course in-person, in a classroom:

Did you know that in the past 3 years, 64 participants from 24 countries have taken this course with IATA?

About the course

This interactive workshop will introduce you to the design thinking process and show you how to apply "human-centered design" techniques in combination with analytical research of customers. You will understand the needs and pain points of your passenger’s experience in the context of the crisis, which will guide you in crafting innovative solutions to re-ignite passenger confidence in air travel. From defining goals, researching customer behaviors and preferences, ideating and documenting customer personas and their journeys, you will learn to prototype innovative solutions and develop strategies to implement monitor and continuously improve them.

Download the Outline

Course code: TALG-91-VC

Course format

  • The live sessions of this virtual classroom course are delivered by an official IATA Instructor.
  • The course will take you approximately 9 hours to complete and be held over 3 consecutive days.
  • There will be 2 live interactive virtual classroom sessions per day, each session will be 90 minutes.
  • The live sessions will require your participation, with multiple Q&A sessions and additional time spent on self-study material including projects, research, additional reading and videos
  • Student performance will be based on an assessment

Technical requirements

Please verify your hardware, software and network to support your upcoming course with IATA Training


  • There are no prerequisites for this course
  • Recommended level is 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.

Virtual venues

We schedule our virtual classroom courses through one of 3 virtual venues, each in a different time zone for your convenience. For more information, please visit our page on virtual classroom timing or contact our Customer Portal.

Please check the exact schedule of each class below (View more details) and click ‘Register’.

Next class

Passenger Experience Service Design Fundamentals (LIVE virtual classroom)

Virtual Session EMEA (IATA)
13 - 15 September, 2022
Register before 23 Aug, 2022 to take advantage of the USD100 Early Bird discount. The price below includes this discount.
Please register by 31 Aug
All prices are before tax and include applicable discounts.
Class no: 155290
USD 635
USD 845
USD 950

Virtual Classroom Training Information

2 daily LIVE sessions:
15:00-16:30 & 17:00-18:30 Beijing/Singapore
11:00-12:30 & 13:00-14:30 Dubai
9:00-10:30 & 11:00-12:30 Geneva/Paris
7:00-8:30 & 9:00-10:30 UTC
Please note that these timings may be subject to change.

What you will learn

Upon completing this course you will be able to:

  • Explain the value of the design thinking process as a means to problem-solving
  • Describe your customers’ behavior, expectations, needs and wants in a holistic and empathic way
  • Develop solutions for your customers that demonstrate critical and creative thinking
  • Operationalize and apply design thinking process in the context of your organization

Course content

  • Introduction to the principles of design thinking and human-centered design techniques
  • Design methodologies
  • Holistic view of your customers’ expectations, needs and wants
  • Ideation – new brainstorming techniques
  • Iterative design thinking process
  • Identifying focus areas based on the data

Who should attend

This course is recommended for:

  • Strategic, management-level staff at airlines or airports
  • Innovators specialists

Certificate awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on an assessment. 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:

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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