Airline Passenger Handling and Services
This course in passenger services is designed to make you both customer-focused and knowledgeable in the many roles you may fill as an Airport front-line employee. Course topics include customer best practices, conflict management and the development of other soft skills combined with a review of international passenger handling and baggage handling standards. All rules and regulations stated in this Course will be reviewed from time to time. Airfield Circulars will be issued for any updates.
- Have an overview of the Airport operations.
- Identify and be familiarized with the common destinations.
- Identify the basic documents needed for travel to each destination.
- Learn the basic aviation terminologies and reservation codes
- Understand the basic check-in policies and procedures
- Identify the different passengers requiring special handling
- Know the roles and functions of a Passenger Service Agent
- Have an understanding of the safety and emergency response procedure
- Learn the different culture of the client airlines
The course will utilize lectures with presentations and interactive class discussion. Trainees will also analyze case studies with the supervision of the trainer.
- Introduction
- Passenger check-in policies and procedures
- Baggage check-in policies and procedures
- Manual check-in procedures
- Cabin seating considerations, to include exit row and special passengers
- Passenger boarding policies and procedures
- Cabin access door operation, if applicable.
- Boarding bridge operation, if applicable.
- Dangerous goods regulation, considerations, and procedures
- Security regulations, considerations and procedures
- Load control consequences, coordination and procedures
- Handling and boarding of weapons and authorized persons carrying weapons
- Passenger requiring special handling
- Communication procedures (customer airlines, load control, authorities, others)
- Data protection and security
- Irregular and emergency procedures (fire, dangerous goods, security, others)
- Health and Safety
- Emergency response procedures