Airport Services and Passenger Handling Petra Travel & Tourism Institute
Price: TBA
  • Location: Jordan
  • Duration: 1 Week

    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
    Updated on 08 November, 2015

    Course Location

    About Petra Travel & Tourism Institute

    Petra Arab Human Restheirces Development & Ttheirism Sciences Company - a newly established Company with Head Offices in Amman- Jordan to Own, Manage & Operate Academic, Educational & career training Institutes in Jordan, MENA and the Gulf Region in the Travel & Ttheirism Industry

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