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Aviation & Airports

Passenger Handling & Ground Operations Management




Introduction:

This intensive crash course in passenger services is designed to make you both customer-focused and knowledgeable in the many roles you may fill as a front-line employee. Course topics include customer service best practices, conflict management, and the development of other soft skills combined with a review of international passenger and baggage handling standards.

Targeted Groups:

  • Airlines, ground handling, and other service providers.
  • Ground operations professionals
  • Passenger service managers.
  • Airport authorities
  • Handling agents and other customer contact personnel
  • Customer service instructors

Course Objectives:

At the end of this course the participants will be able to:

  • Control and supervise an airline station in a self-handled or outsourced environment.
  • Use Ground Handling and Service Level Agreements (SLAs) to suit your station's handling needs, reduce costs, and provide quality service.
  • Prevent fraud by being knowledgeable about the current methods that fraudsters use to dilute airline revenues.
  • Implement a Safety and Security Station Management System according to industry standards and recommended practices.
  • Motivate staff and effectively monitor their performance.
  • Use and work with the latest edition of the IATA Airport Handling Manual (AHM) which is included in the course price.
  • Build or refresh management and leadership skills.
  • Understand the importance of Operational and Occupational Health and Safety training.
  • Manage risk and the components of Emergency Response Plans (ERPs).
  • Learn about the use of SGHA contracts and Service Level Agreements.
  • Explore the operational standards in the IATA Airport Handling Manual (AHM).
  • Know the latest trends in passenger/baggage handling and catering
  • Respond professionally to customer requests and complaints.
  • Maintain composure when dealing with difficult passengers, converting crises into opportunities.
  • Manage irregular operations and execute strategies to get back on track quickly.
  • Use and endorse e-tickets.
  • Comply with passenger and baggage handling standards.
  • Transfer your knowledge to your colleagues and employees.

Targeted Competencies:

  • Ground handling
  • Crisis Communications
  • Airside Operations
  • Passenger handling
  • Security awareness
  • Customer Service Skills
  • Ramp security

Course Content:
Unit 1: Crisis Communications and Media Response for Airport and Station Managers:

  • Emergency Response Planning key factors.
  • Stakeholder objectives during a crisis.
  • Informal press briefings.
  • Social media management and response.

Unit 2: Fixed-Base Operations (FBO)

  • FBO and common use facilities.
  • Airport and ground operations.
  • Private aircraft characteristics.
  • GSE equipment characteristics.
  • Standard services during turnaround.
  • Marketing of FBO services.
  • The use of the IATA Standard Ground Handling Agreement (SGHA) in business aviation.

Unit 3: Airside Safety:

  • Cover all critical parts of safety at the apron.
  • Provide a common knowledge-base to protect people and equipment, so that all staff can cooperate safely and respond to incidents and accidents.
  • Reduce the risk of accidents and ramp damages.
  • Aircraft danger zones.

Unit 4: Developing an Effective Safety Culture:

  • Learn proven skills to lead and drive the SMS implementation in an organization.
  • Put project management essentials into practice.
  • Identify and address the challenges in implementing an SMS.
  • Develop a foundation for risk management.
  • Acquire a comprehensive SMS implementation toolbox.
  • Safety Culture Concepts, Rationale.
  • Safety Culture Assessment.
  • Safety Culture Alignment within the Organization.

Unit 5: Airport Ramp Services:

  • The ground operations working environment.
  • Standard ramp operations terminology.
  • The departments of an airport and how they work together.
  • Safety and security for efficient operations.
  • Airside safety.
  • Ramp security awareness.
  • Future developments in the sector of ramp services.

Unit 6: Airside Operations - Safety Compliance:

  • Apply fundamental procedures to protect the aircraft from damage and ground staff from harm.
  • Eliminate or control potential hazards.
  • Identify and manage “human factors” with the greatest influence on airside safety.
  • Improve overall airside safety performance and operational efficiency.
  • Safety culture: Employer and employee responsibilities.
  • Human factors in airside operations

Unit 7: Customer Service Skills and Principles:

  • Customer expectations and satisfaction.
  • Passenger service delivery model.
  • Listening and responding skills.
  • Cultural awareness.

Unit 8: Difficult Customers and Situations:

  • Dealing with complaints.
  • Conflict management.
  • Denied boarding.

Unit 9: Industry Rules and Guidelines:

  • Official Airline Guide (OAG).
  • IATA manuals.
  • Minimal Connecting Time (MCT).
  • Automated Baggage Rules.

Unit 10: Gate Procedures:

  • E-ticketing.
  • Boarding and delays.
  • Endorsements.
  • Special customer handling.

Unit 11: Baggage Claims and Proration:

  • Carry on and checked baggage, allowances and charges.
  • World Tracer.
  • Dangerous items and general emergency procedures.
  • Fraud prevention.
  • Forwarding mishandling baggage rules.
  • Profiles of typical interline baggage claims.
  • Proof of fault.
  • Different delayed, lost, pilferage, and damage pro-rate cases