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.
- 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
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.
- Ground handling
- Crisis Communications
- Airside Operations
- Passenger handling
- Security awareness
- Customer Service Skills
- Ramp security
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:
- Boarding and delays.
- 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