Airline Customer Service course (partner-taught or self-study)

Did you know that in the past 5 years, 2766 participants from 36 countries have taken this course with IATA?

45-hour partner-taught or self-study course

Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. Frontline airline customer service professionals, such as ticket reservation staff, check-in and gate agents, and cabin crew, work in one of the most dynamic industries. In this course, we will examine how the Internet, social media and new technologies are changing airline customer service. We will discuss several examples of how airlines are keeping up with these changes to meet customer needs and stay competitive.

Course Code: TALM-51

Course format

• This is a self-study course, which will take you approximately 45 hours to complete, depending on your previous knowledge and experience.
• The course materials are provided in e-book or printed format. Please choose the format when you register.
• You will have 12 months to complete the course and exam (enrollment validity), which starts from the date you purchase the course.
• Performance will be based on an examination. Please refer to the Exam Information below for more details.

Please note: Once you have completed the exam you will no longer have access to the course material, and after the 12-month enrollment validity expires you will no longer have access to the course content, nor will you be able to take the exam.

Recommended level

The recommended level for this course is Entry-level.

Study with the help of an Instructor

If you would prefer to study this course with the help of a local trainer, enrol at an IATA Authorized Training Center near you.

Registration information

• Please be aware of any applicable taxes.
• When you click to purchase the course, you will be directed to login to your Training Account through our Customer Portal. If you have previously taken a course with IATA, please have your login details ready, if not, you will be prompted to create an account.

Important: Please note that if you are purchasing courses for more than one person, a Training Account must be created for each individual. Registration and payment must be made through each individual Training Account. You may pay for multiple individuals by using one credit card or bank transfer in each individual’s users Account. If you pay by bank transfer, please attach a copy of the bank transfer issued by the sender’s bank to each individual order. If you are a company wishing to purchase courses for 10 or more employees, please Contact our Customer Service representatives for more information on how to register multiple users.

Upon completing this course you will have the skills to:

• List and describe techniques of effective communication and customer contact
• Summarize and set out the characteristics of the various social styles and cultural differences of airline customers
• Describe new trends in customer service

The key topics that are covered during this course include:

• Improved standard of customer service
• Verbal and non-verbal communication skills
• Customer contact techniques
• Cross-cultural awareness
• Managing stress

Activities

• Review and discussion questions
• List of reference books

This course is recommended for:

• Ticket office, reservations, check-in, traffic, operations, baggage service and information desk staff
• Cargo reservations and receiving staff
• Public relations and sales support personnel
• Flight attendants

An IATA Certificate of Completion is awarded to participants who successfully pass the final exam.

Exam information

Please read the information about Online Exams with Remote Supervision (OERS), and check the Course Edition List for Exams (pdf) when booking your exam.

• Method: Online exam with remote supervision (OERS)
• Format: 100 multiple-choice questions. Closed course book exam.
• Time Allowance: 3 hours
• Passing Grade: 60% correct answers
• Distinction Grade: 90% correct answers
• Number of exam attempts: 2