Course Overview
This course prepares participants to provide professional passenger services throughout the airport journey. Students learn how to guide passengers from check-in through boarding, including how to support special-needs travellers, manage disruptions and deliver a consistently positive customer experience.
Who Should Attend
- Aviation students preparing for a career in passenger services
- New check-in, gate and customer service agents
- Airport and airline employees moving into passenger-facing roles
- Job seekers targeting airport customer service careers
Course Objectives
By the end of this course, participants will be able to:
- Carry out check-in, boarding and gate operations professionally
- Provide appropriate assistance to PRM, unaccompanied minors and other special-needs passengers
- Manage disruptive passengers, delays and cancellations with confidence
- Apply effective complaint handling and service recovery techniques
Course Modules
Passenger service fundamentalsAirport customer serviceCheck-in procedures
Passenger documentationBoarding proceduresGate operations
Passenger announcementsSpecial assistancePassengers with reduced mobility (PRM)
Unaccompanied minorsElderly passengersFamilies and children
VIP/VVIP passenger handlingDisruptive passenger management
Flight delays and cancellationsPassenger complaintsConflict resolution
Service recoveryProfessional communicationCultural awareness
Customer experience
Practical Training
Students take part in hands-on customer-service role-plays and simulated airport scenarios covering check-in, boarding, special assistance requests and the handling of delays, complaints and disruptive passengers.
Career Opportunities
- Passenger Service Agent
- Check-in Agent
- Gate Agent
- Customer Service Officer
