- Deliver excellent customer service.
- Manage disruptive passengers.
- Defuse difficult situations.
IATA AHM1110 PAX01 | Approx. 60 mins | Self-study online
The Customer Service in Passenger Handling course provides learners with the knowledge required to deliver professional and effective service to passengers throughout the air travel journey. It focuses on communication standards, passenger engagement, and the handling of challenging situations to support a positive and efficient passenger experience.
Participants will develop an understanding of customer behaviour, service expectations, and professional communication within airport environments. The course emphasises situational awareness, clear interaction with passengers, and coordination between operational teams to maintain consistent service standards across the passenger journey.
By the end of this course, learners will be able to: