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Airport Passenger Services & Ticketing

Covers the full passenger journey: reservations, ticketing, travel documents, check-in, baggage, boarding, IROPS and DCS.

Course objective

On successful completion, participants can provide professional passenger services from reservation through arrival, perform basic airline ticketing tasks, apply aviation customer-service standards, comply with airport security procedures, and safely support passenger handling operations.

Modules

  1. 1Introduction to Airport Passenger Services & Ticketing
  2. 2Customer Service Excellence
  3. 3Airline Reservations Fundamentals
  4. 4Airline Ticketing
  5. 5Travel Documents
  6. 6Check-in Procedures
  7. 7Baggage Services
  8. 8Boarding Gate Operations
  9. 9Special Categories of Passengers
  10. 10Aviation Security Awareness
  11. 11Irregular Operations (IROPS)
  12. 12Introduction to Departure Control Systems (DCS)
  13. 13Communication & Professional English
  14. 14Integrated Passenger Handling
  15. 15Final Assessment, Course Review & Certification

Learning outcomes

Participants will be able to:

  • Explain airline and airport operations
  • Understand airline reservations and ticketing principles
  • Perform check-in procedures
  • Handle travel documents
  • Process boarding procedures
  • Assist passengers with special needs
  • Handle baggage irregularities
  • Apply aviation customer-service standards
  • Understand airline fares and ticket rules
  • Recognize airport security requirements
  • Manage irregular operations (IROPS)
  • Communicate professionally with passengers
  • Use aviation terminology correctly
  • Demonstrate teamwork and problem-solving skills