Passenger Ground Services for the Leadership & Management Training Program
Learn what it takes to work at one of the airline’s industry most visible airport position and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport. The course complements the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO) and the IATA Passenger Services Conference Resolutions Manual (PSCRM).
This training program combines IATA's trusted Passenger Ground Services course with Harvard ManageMentor© (HMM), a state-of-the-art, media-rich training platform furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development.
Course code: TALP-51-HLM
Course formatIATA Passenger Ground Services course
- The IATA course requires approximately 65-80 hours of study to be completed in 12 months from the purchase date (enrollment validity).
- The course is available in e-textbook format. Enrol at an Authorized Training Center to study these materials with the help of a local trainer, or alternatively you can choose to study these materials on your own.
- After the enrollment validity expires, you will not have access to the course content and will not be able to take the exam.
- Student performance will be based on an examination. Please refer to the Exam Information below for more details.
10 HMM© courses
- Additional time will be required for the 10 HMM© modules. Each HMM© self-study module requires approximately 2-4 hours of study. Access to the HMM© platform is valid for 6 months (enrollment validity) from the date access is provided, with exams administered online.
- Enrollment fees include both the IATA course and access to the HMM© platform.
- Upon payment, you will receive access to all HMM© content for a six-month period.
If you are ordering printed materials that will require shipping, please check the shipping fees and applicable taxes.
Important: Please note that if you are purchasing courses for more than one person, you must create a User Account for each individual. Registration and payment must be done through each User Account. You cannot use one User Account to purchase courses for multiple individuals. However, you may pay for multiple individuals by one credit card or bank transfer through each individual’s User Account. If you pay by bank transfer, please attach a copy of the bank transfer issued by the sender’s bank to each individual’s order. If you are a company wishing to purchase courses for 10 or more employees, please Contact Us for more information on how to register multiple users.
USD 1,000 (eBook)
USD 1,150 (eBook)
What you will learn
Upon completing this course you will have the skills to:
- Understand how airlines and airports operate in relation to the provision of passenger services
- Learn about passenger and baggage check-in & boarding procedures, including passengers with special needs
- Interpret the respective regulatory requirements related to passenger and baggage transport
- Understand how computer reservations and departure control systems operate
- Ensure safe and secure passenger & baggage transport
- Provide superior customer service in a demanding customer facing environment
- Learn about the latest technological innovations in passenger services
- Add value to existing and future employers looking to hire and retain knowledgeable and high performing personnel
IATA Passenger Ground Services content
Introduction to airport and airline operations
Computer Reservations (CRS) and Departure Control Systems (DCS) functions
Passenger and Baggage check-in procedures (airport and off-site)
Conditions of passenger and baggage carriage, boarding procedures and flight close-out messaging
Dangerous Goods regulations awareness for passenger service agents
Managing passenger interactions
Aviation security procedures for passenger and baggage transport
Enhanced passenger facilitation, latest innovations and career opportunities
This valuable online reference tool, used by companies around the world, will help you handle day-to-day management issues.
HMM offers the following on-demand features to help you achieve more on the job:
- Concise lessons and tools for fast and effective learning
- Videos featuring Harvard University faculty, trusted experts, and next-generation emerging leaders
- Editor’s Choice articles featuring up-to-the-minute business expertise, selected and updated quarterly by Harvard Business Publishing editors
- Hundreds of new checklists, self-assessments, worksheets, and handouts to facilitate the application of new ideas to your own work environment
- Personalized experience: goals, skill development, and action planning to help you quickly apply new skills
- Post-topic, On-the-Job component where you work on your action plan and receive content, tips, and reminders
Who should attend
This course is recommended for:
- Airline passenger service staff
Ground Handling Agents’ passenger services staff
Airport operators’ staff providing passenger services
Civil Aviation Authorities’ staff providing passenger services
Anyone wishing to start a career as a Passenger Service Agent
- You will receive an IATA Certificate upon successful completion of the IATA exam.
- A Harvard ManageMentor© certificate of completion is awarded for each module, provided you obtain a passing grade of 70%. You may track your progress within the HMM platform.
How to claim your Diploma
- Upon successful completion of the 10 required HMM© modules and the IATA course, contact us to claim your IATA Leadership and Management Diploma.
Please read the General Information on Partner-taught / Self-study exams, and check the Course Edition List for Exams when booking your exam.
- Exam Method: Online exam with remote supervision or an exam in one of IATA’s Exam Centers(where physical presence is required)
- Exam Format: Multiple Choice questions, Closed Text Book
- Number of questions: 100
- Time Allowance: 3 hours
- Passing Grade: 60 correct answers
- Distinction Grade: 90 correct answers
- Number of exam attempts: 2
Harvard ManageMentor© Exam
- Exam Method: Online assessment
- Exam Format: Multiple-choice questions
- Number of Questions: 10 or less per HMM module
- Time Allowed: The assessment can be retaken as many times as you need to pass
- Passing Grade: You must score at least 70% on the assessment.
This course is a step toward earning an IATA Diploma in: