Description
IATA AHM1110 PAX06 | Approx. 30 mins | Self-study online
The Irregular Operations (PAX06) course provides learners with the knowledge required to understand and manage common operational disruptions throughout the passenger journey. It focuses on the correct handling of delays, cancellations, missed connections, denied boarding, and rebooking procedures in line with airline procedures and regulations.
Participants will develop an understanding of controllable and uncontrollable disruptions, passenger communication, passenger rights under UK261 regulations, and best practice for supporting passengers during disruption. The course emphasises clear communication, consistent handling, and coordination between operational teams to support safe, efficient, and professional passenger handling during irregular operations.
Learning Outcomes
By the end of this course, learners will be able to:
- Identify different types of irregular operations, including delays, cancellations, and missed connections
- Distinguish between controllable and uncontrollable disruptions
- Describe the basic process for rebooking passengers
- Explain how to handle missed connections
- Outline passenger rights under UK261 regulations
- Describe the correct approach to handling denied boarding
- Apply best practice principles when communicating with and supporting passengers during disruption
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 managing irregular operations during the passenger journey.
It is intended for staff responsible for passenger processing at check-in, boarding, gate operations, and other operational areas where disruptions such as delays, cancellations, missed connections, denied boarding, and rebooking may occur. The course supports personnel in applying procedures correctly, communicating effectively with passengers, and maintaining professional handling standards during operational disruption.
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.
