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IATA Training

EAS is an IATA training center authorized to perform the following courses with IATA certificates

IATA Passenger Ground Services Leadership & Management Diploma


  • The IATA course requires approximately 65-80 hours of study.
  • Additional time will be required for the 10 HMM© modules. Each HMM© self-study module requires approximately 2-4 hours of study

What you will learn

  • Understanding 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 reservation and departure control system operate.
  • Ensure safe and secure passenger and baggage transport.
  • Provide superior customer service in 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 personal.

To complete the diploma you will be required to complete 10 HMM© modules of your choice

Leading Yourself

  • Career Management , Ethics at Work

Leading Others

  • Coaching , Diversity
  • Feedback Essentials
  • Global Collaboration
  • Leading People
  • Performance Appraisal
  • Retaining Employees
  • Team Creation , Team Management

Leading the Business

  • Budgeting
  • Business Plan Development
  • Customer Focus
  • Decision Making
  • Innovation and Creativity
  • Process Improvement
  • Strategic Thinking

Course content

  • Introduction to the airport and airline operations.
  • Computer Reservations (CRS) and Departure Control System (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 .

Who should attend

  • 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 carrer as a Passenger Services Agent

Certificate awarded

  • You will recive an IATA Certificate upon successful completion of IATA exam , grade of 70%.
  • A Harvard ManageMentor certificate of completion is awarded for each module.
  • You will receive an IATA Leadership and Management Diploma.

Exam information

  • Exam Method : Online exam with remote supervision.
  • Exam Format: 100 Multiple Choice questions, Closed Text Book 3 hours.
  • Passing Grade: 60 correct answers , Distinction Grade: 90 correct answers.

Harvard ManageMentor© Exam

  • Exam Method: Online assessment 10 Multiple-choice questions.
  • 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.