Learn what it takes to work at one of the airline’s industry most visible airport position and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport. The course is designed to complement the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO) and the IATA Passenger Services Conference Resolutions Manual (PSCRM).
Course code: GOC001EBEN01
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
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
Passenger Ground Services
Learn what it takes to work at one of the airline’s industry most visible airport position and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport. The course is designed to complement the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO) and the IATA Passenger Services Conference Resolutions Manual (PSCRM).
Course code: GOC001EBEN01
Upon completing this course, you will have the skills to:
The key topics that are covered during this course include:
This course is recommended for:
An IATA Certificate of Completion is awarded to participants who successfully pass the final exam.
Exam information
Please read the information about Online Exams with Remote Supervision (OERS).