Course Syllabus
IATA Airline Customer Service Fundamentals :
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.
Airline Customer Service Executive (NSDC Certification) :
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.
Introduction to the Airline Industry :
This section provides an overview of global airline operations, industry structures, airline and airport functions, regulatory organizations (IATA, ICAO), and key operational terminologies.
Basics in Airfare and Ticketing :
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.
Basics in Cargo Awareness :
This module focuses on air cargo transportation, including cargo types and classifications, documentation, handling procedures, and best practices for cargo safety and efficiency. Basics in Dangerous Goods Regulations (DGR) : 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.
Practical Sessions and Check-in Scenarios :
Hands-on training will cover airline check-in and boarding procedures, customer service scenarios, and emergency response techniques.
Communication, Soft Skills & Personality Development :
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.
