Course Overview
Prepares participants for one of the most visible and customer-facing roles at an airport. Provides the knowledge and practical understanding required to deliver efficient, safe, and high-quality passenger assistance at check-in counters, boarding gates, and airport concourses. Designed in alignment with the IATA Airport Handling Manual (AHM), IATA Safety Audit for Ground Operations (ISAGO), and the IATA Passenger Services Conference Resolutions Manual (PSCRM).
What You Will Learn
- Understand airline and airport operations related to passenger services
- Perform passenger and baggage check-in and boarding procedures, including for passengers with special needs
- Interpret regulatory requirements related to passenger and baggage transport
- Understand the role of Computer Reservation Systems (CRS) and Departure Control Systems (DCS)
- Ensure safe and secure transport of passengers and baggage
- Deliver excellent customer service in a demanding airport environment
- Gain awareness of the latest technological innovations in passenger services
Key Learning Areas
- Introduction to airport and airline operations — CRS and DCS functions
- Passenger and baggage check-in procedures — conditions of carriage, boarding, and flight close-out
- Dangerous Goods awareness for passenger service agents
- Managing passenger interactions and service recovery
- Aviation security procedures for passenger and baggage transport
- Enhanced passenger facilitation, industry innovations, and career pathways
Who Should Enroll
- Airline passenger service staff and ground handling agents
- Airport operators’ passenger services personnel
- Civil Aviation Authority personnel involved in passenger services
- Individuals aspiring to start a career as a Passenger Service Agent
Certification:
Participants who successfully pass the final examination will be awarded an IATA Certificate of Completion.
