What you will learn
Upon completing this course you will have the skills to:
o Understand how airlines and airports operate in relation to the provision of passenger services
o Learn about passenger and baggage check-in and boarding procedures, including passengers with special needs
o Interpret the respective regulatory requirements related to passenger and baggage transport
o Understand how computer reservations and departure control systems operate
o Ensure safe and secure passenger and baggage transport
o Provide superior customer service in a demanding customer facing environment
o Learn about the latest technological innovations in passenger services
o Add value to existing and future employers looking to hire and retain knowledgeable and high performing personnel
Course content
o Introduction to airport and airline operations
o Computer Reservations (CRS) and Departure Control Systems (DCS) functions
o Passenger and Baggage check-in procedures (airport and off-site)
o Conditions of passenger and baggage carriage, boarding procedures and flight close-out messaging
o Dangerous Goods regulations awareness for passenger service agents
o Managing passenger interactions
o Aviation security procedures for passenger and baggage transport
o Enhanced passenger facilitation, latest innovations and career opportunities
Who should attend
This course is recommended for:
o Airline passenger service staff
o Ground Handling Agents’ passenger services staff
o Airport operators’ staff providing passenger services
o Civil Aviation Authorities’ staff providing passenger services
o Anyone wishing to start a career as a Passenger Service Agent
Certificate awarded
An IATA Certificate is awarded to participants successfully passing the final exam.
Exam information
• Exam Method: Online exam with remote supervision
• Exam Format: Multiple Choice questions, Closed Text Book
• Number of questions: 100
• Time Allowance: 3 hours
• Passing Grade: 60 correct answers
• Distinction Grade: 90 correct answers
• Number of exam attempts: 2
