Airline Passenger Services


Improve your technical and customer service skills to assist passengers according to industry standards.



How You Will Benefit

  • Apply IATA passenger and baggage handling standards
  • Gain a practical working knowledge of all airport passenger service functions
  • Better assist passengers in a professional and customer-focused manner

Designed for

  • Passenger service managers
  • Customer service managers
  • Handling staff/agents
  • Instructors

Course Content

  • First impressions
  • OAG Airline Guide and IATA manuals
  • Tickets and ticket acceptance
  • Miscellaneous charges orders
  • Credit cards
  • Endorsements
  • Fraud
  • Skills for giving passenger service
  • Baggage
  • Dangerous goods for passenger handling staff
  • Boarding and arrival : Gate procedures and problems
  • Special passenger handling procedures
  • Worldtracer
  • Delay handling
  • Handling difficult situations
  • Disruptive passengers: An introduction

Classroom Courses

December 01 - December 10, 2008
Geneva, SwitzerlandClass No : 13373
May 25 - June 03, 2009
SingaporeClass No : 16040
November 02 - November 11, 2009
Amsterdam, NetherlandsClass No : 15883
Please note that if no sessions are listed above, then this course is currently not scheduled for delivery in our IATA classrooms.

All IATA courses can be delivered to your offices and tailored to your organisation's reality and needs. If you have a group of 15 or more individuals for this course, please contact us at training.ymq@iata.org and we will provide you with information about bringing this course to your offices at a time convenient for you and your staff.

Diplomas
This course is :
Customised Training
All IATA courses can be delivered to your offices and tailored to your organisation's reality and needs. More details