Skills to ensure a memorable customer experience at every customer touch point.
This intensive crash course in passenger services is designed to make you both customer-focused and knowledgeable in the many roles you may fill as a front-line employee. Course topics include customer service best practices, conflict management and the development of other soft skills combined with a review of international passenger and baggage handling standards.
Included with this course: Amadeus Altéa Departure Control - Customer Management (Altéa DC-CM) e-Learning.
Upon completion of the Passenger Ground Services course you will be granted free access to an e-Learning course on the Departure Control System (DCS), Amadeus Altéa. This e-Learning includes lessons on the acceptance of passengers and baggage, seating, boarding and handling disruptions. It can be completed at your convenience and leads to an electronic certificate of completion.
Amadeus e-Learning technical requirements.
This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.
- This classroom course provides 5 days (40 hours) of instruction delivered by an official IATA Instructor.
- There are no prerequisites for this course
- Recommended level is Entry-level and Intermediate
- The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or equivalent for other languages.
What you will learn
On completion of this course you will be able to:
Respond professionally to customer requests and complaints
Maintain composure when dealing with difficult passengers, converting crisis situations into opportunities
Manage irregular operations and execute strategies to get back on track quickly
Use and endorse e-tickets
Comply with passenger and baggage handling standards
Transfer your knowledge to your colleagues and employees
Who should attend
This course is recommended for:
- All airline or ground service staff in contact with passengers
Passenger service managers
Handling agents and other customer contact personnel
Customer service instructors
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.
An Amadeus Certificate of Completion is awarded to e-Learning participants obtaining a grade of 80% on all assessments.
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. More
Graduates of this course can apply for the Harvard ManageMentor© (HMM) distance learning program at a special graduate price.