Cargo Airline Customer Service

3-day (24 hours) classroom course

Delivering excellent customer service is essential to the long‑term success of any cargo airline. In today’s competitive environment, where customer expectations are higher than ever, building strong and lasting relationships is key to maintaining loyalty and driving business growth. IATA’s Cargo Airline Customer Service course introduces the core principles of customer service and demonstrates how these concepts can be applied across all functions of a cargo organization to create a positive, consistent, and professional customer experience. Throughout the course, you will explore the needs and expectations of cargo customers, understand the ethical foundations of service delivery, and learn effective communication and customer contact techniques. By applying these concepts, you will be better equipped to handle inquiries, resolve challenges, and foster trust with shippers, freight forwarders, and partners. This course supports cargo professionals at every level in developing a customer‑centric mindset and helps organizations elevate their service standards to deliver value and enhance competitiveness in the global air cargo market.

Course code: CGC029VEEN01

Course format

• This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
• Take this course at an IATA Training Center, Regional Training Partner, or on-demand as in-house training.
• Student performance will be based on an assessment.

Prerequisites

• Participants should have prior knowledge of air cargo procedures.
• Recommended level is Entry-level and 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

• When you click the Register button, you will be directed to log in to your Training Account.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount.

In-house training

To arrange in-house training for your company, please complete the in-house training request form or contact the Training Specialist in your region.

Upon completion of this course, you will be able to:

• Describe the principles of customer service excellence
• Apply the fundamental aspects of customer service in a business
• Recognize the various social styles and cultural differences of airline customers
• Develop customer loyalty and feel confident in any customer situation
• Communicate and collaborate with customers utilising efficient communication processes
• Obtain customer feedback to continuously refine a customer service program

The key topics that are covered during this course include:

• Basic principles of customer service
• Communication styles
• Building trust and service ethics
• Customer loyalty
• Net promoter score
• Customer lifetime value
• Customer relationship management
• Key account management

Activities

• Interactive exercises
• Classroom discussions
• Examination

This course is recommended for:

• Customer service staff with airlines, handling agents and air cargo agents/forwarders
• Sales executives/ Key account managers
• Reservation staff

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.