Shape the Future of Passenger Experience

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Learn how to improve the passenger travel experience and optimize your operational costs.

Global passenger traffic is expected to double to 8.2 billion by 2037. Over the next two decades, the forecast anticipates a 3.5% compound annual growth rate leading up to the doubling in passenger numbers from today's levels.

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These figures underline the industry challenges to provide passengers with a seamless, secure and efficient end-to-end journey that is highly personalized. To enable this vision, industry stakeholders will need to embrace a “passenger-centric” mindset and to adapt to market trends and new technology when implementing products and services that meet their passengers’ expectation.

Passenger Experience courses

Please click on a course below to find out more about each course.

Enhancing Customer Experience Through Data and Insights

Enhancing Customer Experience through Data and Insights, 2 days, workshop

Passengers are increasingly connected and look for a personalized, seamless experience. Airlines need to look at data and analytics to gain valuable insights on passenger behavior and motivations for buying their products and services, as

Enhancing Customer Experience Through Data and Insights

Enhancing Customer Experience through Data and Insights, 6 hours, virtual classroom

Learn how to leverage customer insights to provide cost savings, continuous improvement, and enhanced and targeted marketing through the design of seamless, efficient and personalized passenger experiences.

Re-imagining Passenger Experience Through Design Thinking

Passenger Experience Service Design Fundamentals, 9 hours, virtual classroom

Learn to prototype innovative solutions and develop strategies to implement monitor and continuously improve them, from defining goals, researching customer behaviors and preferences, ideating and documenting customer personas and their journeys,

Passenger Experience Service Design - Advanced

Passenger Experience Service Design - Advanced, 3 days, classroom

As an Advanced course, this course will offer participants deeper insights on how to use service design thinking as a methodology to empathize with passengers.

Passenger Processing Design and Implementation

Passenger Processing Design and Implementation, 2 days, workshop

Learn about the key requirements, considerations and best practices when implementing self-service solutions as well as introducing biometrics to the end-to-end journey.

Re-imagining Passenger Experience Through Design Thinking

Re-imagining Passenger Experience through Design Thinking, 2 day, workshop

This workshop will provide you with the skills and tools to promote a “design thinking” culture and facilitate workshops within your organization to innovate and exceed customer expectations.

Sustainable Passenger Restart Process

Sustainable Passenger Restart Process - 11 hours, virtual classroom

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 in a specific location and operational reality.

Sustainable Passenger Restart Process

Sustainable Passenger Restart Process, 3 days, classroom

Airports, airlines and other stakeholders involved in the passenger process need to ensure a safe, secure and sustainable restart during the COVID-19 crisis.

Facilitation and Passenger Data courses

Management of Aviation Facilitation, 5 days, classroom

This course focuses on the crucial areas of travel authorization, passenger data, immigration, risk assessment, and terminal capacity with the aim to provide a secure, seamless and efficient “end-to-end” passenger experience.

One ID – Towards Contactless Passenger Processing

One ID Awareness Workshop, 3 days, classroom

Delivering theoretical and practical knowledge on how to plan for a One ID aligned passenger journey, for stakeholders who are embarking on One ID initiatives. Through this workshop, you will learn how to design the transition from the current to the future One ID passenger processing.

One ID – Towards Contactless Passenger Processing

One ID - Towards Contactless Passenger Processing, 9 hours, virtual classroom

Learn how to design the transition from the current to the future One ID passenger processing. By implementing One ID’s end-to-end touchless, biometric passenger process, greater levels of security, flexibility in data flow, seamlessness and efficiency can be achieved.

Passenger Data Exchange Programs (API/PNR), 3 days, classroom

Building on the API-PNR Toolkit, the practical exercises in this course will also help you understand the steps to building a data program in alignment with international standards. The course will also review existing legal requirements related to API and PNR.