IATA Passenger Ground Services for the Leadership & Management Training Program (partner-taught or self-study)

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 & 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 & 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

IATA Passenger Ground Services course

•  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

HMM© access

This valuable online reference tool, used by companies around the world, will help you handle day-to-day management issues.

HMM offers the following on-demand features to help you achieve more on the job:

• Concise lessons and tools for fast and effective learning
• Videos featuring Harvard University faculty, trusted experts, and next-generation emerging leaders
• Editor’s Choice articles featuring up-to-the-minute business expertise, selected and updated quarterly by Harvard Business Publishing editors
• Hundreds of new checklists, self-assessments, worksheets, and handouts to facilitate the application of new ideas to your own work environment
• Personalized experience: goals, skill development, and action planning to help you quickly apply new skills
• Post-topic, On-the-Job component where you work on your action plan and receive content, tips, and reminders

Who should attend

This course is recommended for:

• Airline passenger service 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

Certificate awarded

An IATA Certificate is awarded to participants successfully passing the final exam.

Exam information

Please read the General Information on Partner-taught / Self-study exams, and check the Course Edition List for Exams when booking your exam.

• Method: Online exam with remote supervision (OERS)
• Format: 100 multiple-choice questions. Closed course book.
• Time allowance: 3 hours
• Passing grade: 60% correct answers
• Distinction grade: 90% correct answers
• Number of exam attempts: 2

Harvard ManageMentor© Exam
A Harvard ManageMentor© certificate of completion is awarded for each module, provided you obtain a passing grade of 70%. You may track your progress within the HMM platform.

• Method: Online assessment
• Format: Multiple-choice questions
• Number of questions: 10 or less per HMM© module
• Time allowed: The assessment can be retaken as many times as you need to pass
• Passing grade: You must score at least 70% on the assessment.

COURSE PRICE: USD 1,000 (e-book)