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Cargo Airline Customer Service (Classroom, 3 days)

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Providing excellent customer service is essential to the long-term viability of every business. In today's climate where every customer service provider is under pressure, we appreciate the importance of building lasting, valuable relationships with customers.

This course introduces the fundamental elements of customer service and explains how they can be applied in any organization, for all employees, ensuring they are equipped to meet and exceed the customer's expectations. You will learn about customer needs and demands, the ethics of customer service, and customer contact techniques to help your business to develop its customer service program to the highest level.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

Course format

  • This classroom course provides 3 days (24 hours) of instruction delivered by an official IATA Instructor.
  • Student performance will be based on an examination


  • 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 equivalent for other languages.

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What you will learn

Upon completion of this course you will be able to:

  • Understand the principles of customer service excellence
  • Apply the fundamental aspects of customer service in a business
  • Understand 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

Course content

  • Beginner and Intermediate
  • 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

Download the course outline


  • Interactive exercises
  • Classroom discussions

Who should attend

This course is recommended for:

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

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.

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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