Airport Services and Passenger Handling

Course details

Course Overview

• Customer expectations and satisfaction.
• Difficult customers and situations.
• Industry rules and guidelines.
• Gate procedures.
• Baggage services.

Course Highlights

Course Description Highlights:

• Respond professionally to customer requests and complaints.
• Keep your calm when dealing with difficult passengers, convertingcrisis situations 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.

Customer expectations and satisfaction

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

Difficult customers and situations

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

Industry rules and guidelines

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

Gate procedures

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

Baggage services

•  Carry on and checked baggage, allowances and charges.
• World Tracer.
•  Dangerous items and general emergency procedures.

Accreditation & Certification

• Jordan Ministry Of Education
• Petra Travel &Tourism Institute

Pre-requisite: 

• Previous Airport Services Experience
• Secondary / High School Leaving Certificate / College Diploma / University Degree
• Basic Math Skills
• Good English Skills

Course Language: 

• Arabic
• English

Course Examination Language: 

• English