CERTIFICATE IN AIRPORT PASSENGER SERVICE

COURSE DESCRIPTION

This course provides candidates with all aspects dealing with complete Customer journey from the time the customer is accepted up to the time the Customer reaches the aircraft seat. 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.

COURSE OBJECTIVES

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.

COURSE OUTCOMES

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