Airline Customer Service Course

Brief Description

Develop the communication and service skills required to excel in airline customer-facing roles. This course covers check-in procedures, complaint handling, cultural awareness, and service recovery techniques. Perfect for anyone seeking to work in passenger services, reservations, or frontline airline operations.

Module 1: Introduction to Airline Customer Service

Lessons:

• Definition and Importance of Airline Customer Service – Understand why excellent service enhances passenger satisfaction, airline reputation, and operational efficiency.

• Roles & Responsibilities of Customer Service Staff – Learn the key tasks of airline staff, including check-in, boarding, handling inquiries, and assisting special passengers.

Module 2: Passenger Check-In Procedures

Lessons:

• Check-In Systems & Technology – Explore online check-in, self-service kiosks, counter check-in, and baggage acceptance.

• Handling Special Passengers – Procedures for assisting elderly passengers, unaccompanied minors, passengers with disabilities, and VIPs.

Module 3: Customer Communication & Complaint Handling

Lessons:

• Effective Communication Skills – Develop verbal and non-verbal communication, active listening, and empathy.

• Complaint Resolution Process – Learn how to identify issues, provide solutions, and follow escalation procedures professionally.

Module 4: Flight Information & Boarding Procedures

Lessons:

• Flight Information Management – Manage flight schedules, delays, and gate changes; use flight information display systems (FIDS).

• Boarding Procedures – Implement boarding for priority passengers, gate announcements, document verification, and crowd control.

Module 5: Lost & Mishandled Baggage Handling

Lessons:

• Baggage Tracking & Claims Process – Understand baggage reconciliation, tracking, and filing claims for lost or damaged baggage.

• Communication & Compensation – Effectively inform passengers of baggage status and apply compensation policies.

Module 6: Airport Security Awareness

Lessons:

• Security Screening & Regulations – Learn passenger screening procedures, prohibited items, and ICAO/IATA security standards.

• Roles & Responsibilities of Staff – Recognize suspicious behavior, implement security protocols, and respond to incidents.

Module 7: Service Recovery & Passenger Satisfaction

Lessons:

• Handling Service Failures – Resolve flight delays, cancellations, lost baggage, and complaints professionally.

• Improving Passenger Satisfaction – Apply follow-up, compensation, and feedback for continuous improvement.

Module 8: Airline Policies, Regulations & Professionalism

Lessons:

• Airline Policies & Procedures – Understand ticketing, check-in, baggage rules, and staff code of conduct.

• Professionalism & Ethics – Learn communication standards, grooming, behavior, confidentiality, and data protection.