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Airline Customer Service

这个课程也可用中文授课。

DescriptionPrices & RegistrationExam Schedule

About

Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. Frontline airline customer service professionals, such as ticket reservation staff, check-in and gate agents, and cabin crew, work in one of the most dynamic industries.In this course, we will examine how the Internet, social media and new technologies are changing airline customer service. We will discuss several examples of how airlines are keeping up with these changes to meet customer needs and stay competitive.

Course format

This course is available in textbook and e-textbook format. Enrol with a 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.
  • This course requires approximately 45 hours of study to be completed in 12 months from the purchase date (enrollment validity). After the enrollment validity expires, the users 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.

What you will learn

Upon completing this course you will have the skills to:

  • List and describe techniques of effective communication and customer contact
  • Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
  • Describe new trends in customer service

Key topics

  • Improved standard of customer service
  • Verbal and non-verbal communication skills
  • Customer contact techniques
  • Cross-cultural awareness
  • Managing stress

Download the course outline

Activities

  • Review and discussion questions
  • List of reference books

Who should attend

This course is recommended for:

  • Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff
  • Cargo reservations and receiving staff
  • Public relations and sales support personnel
  • Flight attendants

Certificate awarded

An IATA Certificate is awarded upon successful completion of the final examination.

Exam information

Please read the General Information on Partner-taught / Self-study exams, and check the Course edition list for exams when booking your exam.

This course is a step toward earning an IATA Diploma in:

Additional information

Further training

Graduates of this course can apply for the Harvard ManageMentor© (HMM) distance learning program at a special graduate price.

iPad package
Select any 4 Aviation Courses in e-textbook format and receive them with a free iPad.

Subject areas

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