Training

Upon completion of this course, you will be able to:

• Understand Passengers’ personality types and how you can deal uniquely with each type.
• Mastering the Art of Complaint Resolution: Transforming Dissatisfied Customers into Loyal Advocates.
• Handle irregularities based on IATA & ICAO standards, Consumer protection laws and international treaties.
• Know trending standards to facilitate passengers flow in airports and create seamless travel.
• Overview baggage process and standards.
• Identifying and Addressing the Unique Needs of Passengers with Reduced Mobility (PRM)
• Manage Passenger transfer process in complicated hubs based on Minimum Connecting Times (MCT) standards.

• Airlines Passenger Handling Supervisors and managers.
• Ground Hander seniors for above the wing services.
• Airport facilitators and coordinators.
• Airport Control Centers Directors
• Airline & Ground Handler Baggage Process Supervisors

• Fundamentals and Practices of Superior Quality Service (SQS)
• Complaints Handling Principles.
• Loyalty Standards and Customer Centric Strategies
• Irregularity Types based on Aviation Standards
• Passenger related international treaties, European DBC and PRM Regulations
• Emergency Response Plans Guidelines 
• Facilitation Process based on ICAO Annex 9 and IATA STB and ONE ID
• Baggage Operations Standards
• Minimum Connecting Time (MCT) guidelines.
• Passengers Requiring Special Assistance and MEDA Acceptance
• Unruly passengers Handling