Airport Services and Passenger Handling Petra Travel & Tourism Institute
Price: TBA
  • Locations: 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


  • 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

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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