The customer service agent is most often the first employee the passenger meets when entering the airport, thus it is essential to make a good first impression. These agents provide front-line customer service and are responsible for assisting passengers with their travel needs. Making and/or changing reservations, ticketing, assisting passengers with tagging luggage and baggage check-in, seat assignment, handling queries, handling payments, etc. Alternatively, these agents could also have duties such as being at the boarding gates handling seat conflicts, and delays, making announcements, checking and collecting tickets at the boarding gate, assisting handicapped passengers, etc.

Course Objective

Upon completing this course students will have the skill to list, describe and execute techniques of effective communication and customer contact, summarize, and set out the characteristic of the various social styles and cultural differences of airlines customer. With the improved standard of customer service in verbal and non-verbal communication skills, cross-cultural awareness to managing stress. They will also develop comprehensive fare construction skills for Sabre, Galileo, or Amadeus and broaden their airline distribution skills.

Who should take this course?

This course is recommended for the ticket office, reservation, check-in, traffic, operation, baggage service, information desk staff, cargo reservation and receiving staff, public relations,s and sales support personnel.

The program is 4 weeks long

E-Learning based

After completing the course with 70% and above a course Certificate will be awarded.