Course Overview

Learn what it takes to work at one of the airline industry’s most visible airport positions and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport.
The course is designed to complement the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO) and the IATA Passenger Services Conference Resolutions Manual (PSCRM).

Course Objectives

Upon completing this course you will have the skills to:

  • Understand how airlines and airports operate in relation to the provision of passenger
    services
  • Learn about passenger and baggage check-in and boarding procedures, including passengers with special needs
  • Interpret the respective regulatory requirements related to passenger and baggage transport
  • Understand how computer reservations and departure control systems operate
  • Ensure safe and secure passenger and baggage transport
  • Provide superior customer service to a demanding customer facing environment
  • Learn about the latest technological innovations in passenger services
  • Add value to existing and future employers looking to hire and retain knowledgeable and high performing personnel

Who Should Attend

This course is recommended for:

  • Airline passenger service staff
  • Ground Handling Agents’ passenger services staff
  • Airport operators’ staff providing passenger services
  • Civil Aviation Authorities’ staff providing passenger services
  •  Anyone wishing to start a career as an Airline Passenger Service Agent

Course Content

Module 1 – Introduction to Airport & Airline Ground Operations
Module 2 – Computer Reservations and Departure Control Systems Function
Module 3 – Check-In Procedures for Passengers and their Baggage (Airport &Off-Site)
Module 4 – Conditions of Carriage, Boarding Procedures, and Close-out Messaging
Module 5 – Dangerous Goods Regulations
Module 6 – Managing Passenger Interactions
Module 7 – Aviation Security Requirements for Passengers and Baggage
Module 8 – Enhanced Passenger Facilitation
Module 9 – Future in the Industry