Passenger Ground Services


Learn what it takes to work at one of the airline industry's most visible airport positions and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport. The course is designed to complement the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO) and the IATA Passenger Services Conference Resolutions Manual(PSCRM).

Course format

This course is available in textbooks and e-textbook format. Enroll at an Authorized Training Center to study these materials with the help of a local trainer, or alternatively, you can choose to study these materials on your own. This course requires approximately 45 hours of study to be completed in 12 months from the purchase date (enrollment validity). After the enrollment validity expires, the users will not have access to the course content and will not be able to take the exam. Student performance will be based on an examination. Please refer to the Exam Information below for more details.

What you will learn Upon completing this course you

Understand how airlines and airports operate in relation to the provision of passenger services Learn about passenger and baggage check-in and boarding procedures, including passengers with special needs Interpret the respective regulatory requirements related to passenger and baggage transport Understand how computer reservations and departure control systems operate Ensure safe and secure passenger and baggage transport Provide superior customer service in a demanding customer facing environment Learn about the latest technological innovations in passenger services Add value to existing and future employers looking to hire and retain knowledgeable and high performing personnel

Course content

Introduction to airport and airline operations Computer Reservations (CRS) and Departure Control Systems (DCS) functions Passenger and Baggage check-in procedures (airport and off-site) Conditions of passenger and baggage carriage, boarding procedures and freight close-out messaging Dangerous Goods regulations awareness for passenger service agents Managing passenger interactions Aviation security procedures for passenger and baggage transport Enhanced passenger facilitation, latest innovations and career opportunities

Who should attend

Airline passenger service staff Ground Handling Agents’ passenger services staff Airport operators’ staff providing passenger services Civil Aviation Authorities’ staff providing passenger services Anyone wishing to start a career as a Passenger Service Agent

Certificate awarded

An IATA Certificate is awarded to participants successfully passing the final exam.

Exam information

Exam Method: Online exam with remote supervision or an exam in one of IATA’s Exam Centers (where physical presence is required) Exam Format: Multiple Choice questions, Closed Text Book Number of questions: 100 Time Allowance: 3 hours Passing Grade: 60 correct answers Distinction Grade: 90 correct answers Number of exam attempts: 2

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