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Airport Services - Passenger Handling (Classroom, 5 days)

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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.

Available as: Classroom & In-Company course
Duration: 5 days (40 hours)
Recommended level: Entry-level and Professional
Prerequisites: None

Next class

May 11 - May 15, 2015 - Germany, Frankfurt (FRA-RTP)

6 additional classes are scheduled. See all

What you will learn

Upon completing this course you will have the skills 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

Course content

Customer service skills and principles

  • Customer expectations and satisfaction
  • Passenger service delivery model
  • Listening and responding skills
  • Cultural awareness

Difficult customers and situations

  • Dealing with complaints
  • Conflict management
  • Denied boarding

Industry rules and guidelines

  • Official Airline Guide (OAG)
  • IATA manuals
  • Minimal Connecting Time (MCT)
  • Automated Baggage Rules

Gate procedures

  • E-ticketing
  • Boarding and delays
  • Endorsements 
  • Special customer handling

Baggage services

  • Carry on and checked baggage, allowances and charges
  • World Tracer
  • Dangerous items and general emergency procedures

This course includes practical exercises and assessments:

  • Situational exercises
  • Customer service case studies
  • Final examination

Download full outline (pdf)

Note: Course participants receive a free copy of the IATA Facilitation Guide.

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

Certificate awarded

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.

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

Additional information

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

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

Subject areas

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Additional information

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