This Diploma in Airline Customer Service program is designed to equip students with essential knowledge and practical skills to excel in the aviation industry. Covering key areas such as airline operations, customer service, ticketing, and cargo handling, the course ensures a well-rounded foundation for a successful career in airport and airline customer service roles.
This module introduces the fundamentals of customer service in the airline industry, focusing on passenger handling procedures, managing customer expectations, conflict resolution, and enhancing the overall customer experience.
Students will learn the roles and responsibilities of an airline customer service executive, including airport check-in and boarding procedures, passenger assistance, handling special service requests (SSRs), and resolving passenger grievances.
This section provides an overview of global airline operations, industry structures, airline and airport functions, regulatory organizations (IATA, ICAO), and key operational terminologies.
Students will gain knowledge of airline reservation and ticketing systems, fare types, pricing strategies, itinerary planning, and passenger name record (PNR) management. The module also covers ticket issuance, re-issuance, and refund policies.
This module focuses on air cargo transportation, including cargo types and classifications, documentation, handling procedures, and best practices for cargo safety and efficiency.
Students will be introduced to IATA Dangerous Goods Regulations (DGR), learning about hazardous material classification, packing, labeling, documentation requirements, and compliance with global aviation safety standards.
Hands-on training will cover airline check-in and boarding procedures, customer service scenarios, and emergency response techniques.
This section focuses on verbal and non-verbal communication skills, professional grooming, etiquette, confidence-building, public speaking, group discussions, mock interviews, and customer interaction techniques for a seamless travel experience.
Upon successful completion, students will be prepared for roles such as Airline Customer Service Agent, Airport Ground Staff, Passenger Handling Executive, Check-in Agent, Reservation & Ticketing Executive.
This diploma is ideal for individuals aspiring to build a rewarding career in airline customer service and airport operations. Through a blend of theoretical learning and practical training, students gain the necessary skills to thrive in the fast-paced aviation industry.
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