IATA Training

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

IATA Airline Customer Service Fundamentals (e-learning)


What you will learn

Upon completing this course you will have the skills to:

  •  Describe the impact of current challenges on customer service
  • Explain the importance of delivering personalized customer service
  • Explain the benefits of self-awareness in a customer service role
  • Describe the cultural differences that the staff should be aware of
  • Use communication skills to resolve customer complaints and conflicts
  • Describe strategies for resolving customer complaints quickly and effectively

Course content

The key topics that are covered during this course include:

  • Introduction to airline customer service
  • Communication skills
  • Emotional intelligence vs. emotional competence
  • Cross-cultural awareness
  • Customer contact techniques
  • Dealing with complaints and conflict

Who should attend

This course is recommended for:

  • Aviation professionals
  • General public

Certificate awarded

Upon successful completion of the exam/assessment, you will be awarded an IATA Certificate that you can print for your records.

Exam/Assessment information

Please read the General Information on Self-study exams.

  • Delivery method: Unsupervised online-based exam. Assessment can be taken at any time at your convenience.
  • Format: 30 multiple-choice questions
  • Time allowance: 1.5 hours
  • Passing grade: 70% correct answers
  • Distinction: 90% correct answers
  • Number of exam/assessment attempts: 2

Important note: The exam/assessment should be accessed after you have completed the course module. Once you have started the assessment you can no longer access the course module