Newiser Academy
Lesson Plan
Every programme is planned day by day. Choose a course to see its full timetable.
Airport Passenger Services & Ticketing
15 training days
Day 1 Time · Duration Topic Duration 09:00–09:4545 min Aviation Industry Overview 45 min 09:45–10:3045 min Airlines, Airports & Ground Handling 45 min 10:30–10:4515 min Break 15 min 10:45–11:3045 min Airport Organisation & Passenger Journey 45 min 11:30–12:1545 min Passenger Service Agent Responsibilities 45 min 12:15–12:4530 min Professional Conduct & Workplace Standards 30 min 12:45–13:0015 min Practical Exercise & Review 15 min Day 2 Time · Duration Topic Duration 09:00–09:3030 min Customer Expectations & Service Standards 30 min 09:30–10:0030 min Professional Appearance & Professional Behaviour 30 min 10:00–10:1515 min Break 15 min 10:15–11:0045 min Communication Skills & Body Language 45 min 11:00–11:3030 min Telephone Etiquette 30 min 11:30–12:1545 min Conflict Management & Emotional Intelligence 45 min 12:15–12:4530 min Cultural Awareness & Service Recovery 30 min 12:45–13:0015 min Practical Role-Play Exercise & Review 15 min Day 3 Time · Duration Topic Duration 09:00–09:4545 min Airline Reservation Systems & PNR Concepts 45 min 09:45–10:3045 min Flight Segments, Codes & Booking Classes 45 min 10:30–10:4515 min Break 15 min 10:45–11:3045 min Fare Basis, SSR & OSI 45 min 11:30–12:3060 min Practical Reservation Reading Exercise 60 min 12:30–13:0030 min Review & Knowledge Assessment 30 min Day 4 Time · Duration Topic Duration 09:00–09:4545 min Airline Tickets & E-ticket Concepts 45 min 09:45–10:3045 min Ticket Number Structure & Ticket Information 45 min 10:30–10:4515 min Break 15 min 10:45–11:3045 min Fare Components, Taxes & Validity 45 min 11:30–12:1545 min Reissue, Refunds & Exchanges 45 min 12:15–12:4530 min Basic Fare Construction 30 min 12:45–13:0015 min Practical Exercise & Review 15 min Day 5 Time · Duration Topic Duration 09:00–09:4545 min Passport & Visa Requirements 45 min 09:45–10:3045 min Residence Permits & Entry Restrictions 45 min 10:30–10:4515 min Break 15 min 10:45–11:3045 min Timatic, Health Documents & Border Requirements 45 min 11:30–12:1545 min Customs, Immigration & Advance Passenger Information (API) 45 min 12:15–12:4530 min Practical Document Verification Workshop 30 min 12:45–13:0015 min Review & Knowledge Assessment 15 min Day 6 Time · Duration Topic Duration 09:00–09:4545 min Airport Check-in Process Overview 45 min 09:45–10:1530 min Online Check-in & Self-Service Kiosks 30 min 10:15–10:3015 min Break 15 min 10:30–11:1545 min Seat Assignment & Boarding Passes 45 min 11:15–12:0045 min Travel Document Verification & Baggage Acceptance 45 min 12:00–12:4545 min Boarding Sequence & Check-in Coordination 45 min 12:45–13:0015 min Practical Review 15 min Day 7 Time · Duration Topic Duration 09:00–09:4545 min Baggage Allowance & Cabin Baggage 45 min 09:45–10:3045 min Excess & Special Baggage 45 min 10:30–10:4515 min Break 15 min 10:45–11:3045 min Lost, Delayed & Damaged Baggage 45 min 11:30–12:1545 min WorldTracer Overview & Baggage Procedures 45 min 12:15–12:4530 min Practical Baggage Claim Scenarios 30 min 12:45–13:0015 min Review & Knowledge Assessment 15 min Day 8 Time · Duration Topic Duration 09:00–09:4545 min Boarding Process Overview 45 min 09:45–10:1530 min Priority Boarding & Passenger Categories 30 min 10:15–10:3015 min Break 15 min 10:30–11:1545 min Boarding Announcements & Passenger Verification 45 min 11:15–12:0045 min Final Call, Gate Closure & No-show Procedures 45 min 12:00–12:4545 min Flight Departure Control (DCS) 45 min 12:45–13:0015 min Practical Gate Simulation Review 15 min Day 9 Time · Duration Topic Duration 09:00–09:4545 min Passengers Requiring Special Assistance (PRM & Wheelchair Codes) 45 min 09:45–10:1530 min UMNR, VIP & CIP Passengers 30 min 10:15–10:3015 min Break 15 min 10:30–11:1545 min Deportees, Inadmissible Passengers & Medical Cases 45 min 11:15–12:0045 min Pregnant Passengers & Group Travel 45 min 12:00–12:4545 min Practical Case Studies 45 min 12:45–13:0015 min Review & Knowledge Assessment 15 min Day 10 Time · Duration Topic Duration 09:00–09:4545 min Aviation Security Overview & ICAO Annex 17 45 min 09:45–10:3045 min Airport Security & Screening Procedures 45 min 10:30–10:4515 min Break 15 min 10:45–11:3045 min Restricted Articles & Security Questions 45 min 11:30–12:1545 min Behaviour Detection & Reporting Procedures 45 min 12:15–12:4530 min Security Scenario Exercises 30 min 12:45–13:0015 min Review & Knowledge Assessment 15 min Day 11 Time · Duration Topic Duration 09:00–09:4545 min Introduction to IROPS & Flight Delays 45 min 09:45–10:3045 min Cancellations, Diversions & Missed Connections 45 min 10:30–10:4515 min Break 15 min 10:45–11:3045 min Rebooking & Passenger Assistance 45 min 11:30–12:1545 min Compensation Basics & Crisis Communication 45 min 12:15–12:4530 min IROPS Workshop Scenarios 30 min 12:45–13:0015 min Review & Knowledge Assessment 15 min Day 12 Time · Duration Topic Duration 09:00–09:4545 min DCS Overview & Airport Operations 45 min 09:45–10:3045 min Passenger Lists & Seat Maps 45 min 10:30–10:4515 min Break 15 min 10:45–11:3045 min Load Information & Passenger Status Codes 45 min 11:30–12:1545 min Boarding Status & Basic Reporting 45 min 12:15–12:4530 min Paper-Based DCS Exercises 30 min 12:45–13:0015 min Review & Knowledge Assessment 15 min Day 13 Time · Duration Topic Duration 09:00–09:4545 min Aviation English & Standard Terminology 45 min 09:45–10:3045 min Passenger Announcements 45 min 10:30–10:4515 min Break 15 min 10:45–11:3045 min Difficult Conversations & Complaint Handling 45 min 11:30–12:1545 min Email Communication & Professional Writing 45 min 12:15–12:4530 min Radio Phraseology Awareness 30 min 12:45–13:0015 min Announcement Practice Review 15 min Day 14 Time · Duration Topic Duration 09:00–09:3030 min Introduction to Passenger Journey Simulation 30 min 09:30–10:0030 min Reservation Review & Document Verification 30 min 10:00–10:4545 min Check-in & Baggage Acceptance Simulation 45 min 10:45–11:0015 min Break 15 min 11:00–11:4545 min Boarding Operations Simulation 45 min 11:45–12:1530 min Arrival Assistance & Lost Baggage Handling 30 min 12:15–12:4530 min Complaint Handling Scenarios 30 min 12:45–13:0015 min Final Review & Feedback 15 min Day 15 Time · Duration Topic Duration 09:00–09:3030 min Course Review & Examination Preparation 30 min 09:30–10:4575 min Written Examination (60 MCQ) 75 min 10:45–11:0015 min Break 15 min 11:00–12:1575 min Practical Assessment 75 min 12:15–12:4530 min Individual Feedback & Course Evaluation 30 min 12:45–13:0015 min Certification Ceremony & Closing 15 min