Drive a culture of excellence around customer service and communication.
This course covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers and service consumers, and how you can meet their respective needs within your organization.
Course format: This course is available at IATA Training Centers, regional training partner locations, and on-demand as in-company training. This course provides 24 hours of instruction delivered by an official IATA Instructor.
Airport facilities analysis
Passenger terminal as a system
Airline service profile
Passenger needs analysis
Use of social media and e-services
Managing feedback and interaction
Cross cultural awareness
Stakeholder needs analysis
Basic quality control
Note: Course participants receive a free copy of the IATA Facilitation Guide.
Download full outline (pdf)
Who should attend
Airport Terminal Managers and Supervisors
Airport Terminal Service Providers
Prerequisites: Participants should have prior knowledge of airport business and operations
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.
About IATA Classroom Training
We train more than 10,000 aviation professionals annually through our global network of IATA Training Centers, Regional Training Partners, and in private in-company sessions. Our 200+ classroom courses are developed using IATA’s unique industry insight and delivered by IATA Instructors, experts in their fields.