What you will learn

Upon completing this course you will have the skills to:

Understand how airlines and airports operate in relation to the provision of passenger services Ground Staff

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 in 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

Course content

The key topics that are covered during this course include:

Introduction to airport and airline operations

Computer Reservations (CRS) and Departure Control Systems (DCS) functions

Passenger and Baggage check-in procedures (airport and off-site)

Conditions of passenger and baggage carriage, boarding procedures and flight close-out messaging

Dangerous Goods regulations awareness for passenger service agents

Managing passenger interactions

Aviation security procedures for passenger and baggage transport

Enhanced passenger facilitation, latest innovations and career opportunities

Ground staff Services

Who should attend

This course is recommended for:

Airline passenger service Ground 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 a Passenger Service Agent

Exam Information

Method: Online exam with remote supervision (OERS)

Format: 100 multiple-choice questions. Closed course book exam.

Time Allowance: 3 hours

Passing Grade: 60% correct answers

Distinction Grade: 90% correct answers

Number of exam attempts: 2