IATA Passenger Ground Services

About the Course

Learn what it takes to work in one of the airline industry’s most visible airport positions and gain the skills needed to provide assistance and related passenger services at the check-in, gate, and concourse of an airport. This course is designed to complement the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO), and the IATA Passenger Services Conference Resolutions Manual (PSCRM).

Course Objective

Upon completing this course, you will have the skills to:

Understand how airlines and airports operate in relation to the provision of passenger services.
Learn about passenger and baggage check-in and boarding procedures, including those for passengers with special needs.
Interpret the respective regulatory requirements related to passenger and baggage transport.
Understand how computer reservations and departure control systems operate.
Ensure safe and secure passenger and baggage transport.
Provide superior customer service in a demanding customer-facing environment.
Learn about the latest technological innovations in passenger services.
Add value to current and prospective employers seeking to hire and retain knowledgeable and high-performing personnel.

Course Content

Introduction to airport and airline operations
Computer Reservations (CRS) and Departure Control Systems (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 career as a Passenger Service Agent

Exam Information

Exam Method: Online exam with remote supervision by IATA
Exam Format: Multiple choice questions, closed textbook
Number of Questions: 100
Time Allowance: 3 hours
Passing Grade: 60% correct answers
Distinction Grade: 90% correct answers
Number of Exam Attempts: 2

Certifications

IATA and KHDA Certificates are awarded to participants successfully passing the final exam.
A Dangerous Goods Regulations Certificate, approved by the UAE General Civil Aviation Authority (GCAA), will be awarded.
An internship at Ras Al-Khaimah International Airport, UAE, is included.

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Certifications

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Airport Operations Foundation Diploma

This Diploma is designed to address the audience of prospective Airport and Ground Operations professionals. The variety of available courses gives the opportunity to identify the key areas required to be able to perform task safely and efficiently.