Description
IATA AHM1110 PAX01 | Approx. 60 mins | Self-study online
The Customer Service in Passenger Handling course provides learners with the knowledge required to deliver professional and effective service to passengers throughout the air travel journey. It focuses on communication standards, passenger engagement, and the handling of challenging situations to support a positive and efficient passenger experience.
Participants will develop an understanding of customer behaviour, service expectations, and professional communication within airport environments. The course emphasises situational awareness, clear interaction with passengers, and coordination between operational teams to maintain consistent service standards across the passenger journey.
Learning Outcomes
By the end of this course, learners will be able to:
- Deliver excellent customer service.
- Manage disruptive passengers.
- Defuse difficult situations.
Assessment
This course contains a multiple-choice quiz, which must be completed online and graded immediately with a passing score of 80%. If you fail, you can re-attempt it, and tutor support can be provided upon request.
Suitability
Who should do this course?
This course is suitable for airport, airline, and ground handling personnel involved in delivering customer service to passengers during the air travel journey.
It is intended for staff responsible for interacting with passengers during check-in, boarding, gate operations, and other stages of the passenger journey, where professional communication, situational awareness, and effective service standards are essential.
Pre-requisites
This course is suitable for those with no prior knowledge. To access the content, learners must have access to the Internet and an individual email address.
Certificate
This course includes a PDF certificate that is available for immediate download upon successful completion.
