Airport Customer/Passenger Services - Silver Level
Airport Customer/Passenger Services - Silver Level
Airport Customer/Passenger Services - Silver Level
Airport Customer/Passenger Services - Silver Level
Airport Customer/Passenger Services - Silver Level
Airport Customer/Passenger Services - Silver Level

Airport Customer/Passenger Services - Silver Level

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Most airport and airline organisations focus on the importance of customer services because without people the objectives of the organisation will not be met.  This is why it is important for an organisation needs to be sustainable and ensure that their staff are professional at all time regardless of the situations that might occur. This includes to have respect towards others and exceed expectations to customers and deliver  excellent customer services at all times.  

Our Airport Customer Course provides the skills and knowledge on passenger care while working in the airport environment.   

At Exodus Travel Careers & Training we treat each student as an individual by ensuring that all receive the assistance required while on the course. We will keep in contact with you on a regular basis to find out how you are getting on with the course even if you do not contact us. We also assist in finding employment with your career interest and provide you expert knowledge of what major organisations are look for in your chosen career path. Your time with us will be tailored to your needs to ensure you gain the best possible success on your course and seeking your career.  You will gain the following competences and knowledge of:

Course content 

Introduction to Aviation Terminology and Abbreviations

  • Introduction to Airside and Landside Operations
  • Body Language 

Introduction to Airport Customer Services Modules

Module 1

  • Setting the Standards 
  • Body Language 

 Module 2

  • Effective communication 
  • Passenger announcements 
  • Listening skills 
  • Different types of communication 

 Module 3 

  • Different passengers 
  • Passengers with special requirements 
  • Seating requests
  • Passenger types 

 Module 4

  • Recognising conflicts 
  • Passenger complaints 

 Module 5 

  • Products & services provided by different airlines

Module 6 

  • IATA Industry Coding and Decoding 

Module 7 

  • Airport Passenger Services 

Knowing the Airport Check  in procedures is key and will enhance your opportunities when applying for employment within the industry.

Course content.....

  • Familiarise with the Roles and Responsibility of an APSA
  • Familiarise with Airport Check in Methods 
  • Identify Travel Documentation Checks 
  • Identify with Dangerous Goods Regulation 
  • Awareness of Airline Baggage Policy 
  • Identify with Airline Baggage Labelling Procedures
  • Familiarise with Different Aircraft Types 
  • Awareness of Check in & Boarding Card Procedures 
  • Airport Check in System Procedures 
  • Familiarise with Supplementary Service Request Codes 
  • Familiarise with Airline Passenger Announcements

Module 8

  • The Amadeus Airline Reservation Part 1 includes: 

Airlines Reservations Module 1

Lesson 1-1 — Introduction, Sign In and Out, Work Areas
Lesson 2 — Encode and Decode
Lesson 3 — Introduction to the PNR
Lesson 4 — PNR Redisplay, Displaying PNR SubFields
Lesson 5 — Timetables, Flight Details
Lesson 6 — Flight Availability, Return Availability, Schedules information
Lesson 7 — Booking Seats from Availability
Lesson 8 — Name Elements, Contact Elements
Lesson 9 — Ticketing Element, Received-From Element
Lesson 10 — Creating and Ending a complete PNR
Lesson 11 — Cancel and Changing Mandatory PNR Elements
Lesson 12 — Mailing Address and Billing Address Elements
Lesson 13 — General Remark and OSI Elements
Lesson 14 — SSR Elements, Passenger Information Elements, Frequent Flyer Elements
Lesson 15 — Cancel and Changing Optional PNR Elements
Lesson 16 — Advance Seating Requests
Lesson 17 — Seat Maps
Lesson 18 — Request Specific Seats, Specific Seat Wish, Modify
Lesson 19 — Calculator and Currency Functions, Minimum Connect Times
Lesson 20 — Help system
Reservation 1 - Exam Final Assessment Exam on  Emulator

Module 9

  • The Amadeus Airline Reservation Part  2 includes: 
Amadeus Airline Reservations Module 2

Lesson 1 — Advanced Availability Entries
Lesson 2 — Access Types
Lesson 3 — Direct Sell, Waitlist, Open/ARNK/Passive Segments
Lesson 4 — PNR Claim
Lesson 5 — Split PNR
Lesson 6 — Non-Homogeneous PNRs
Lesson 7 — Customer Profiles
Lesson 8 — Queue Count, Queue Placement, Option Element
Lesson 9 — Queue Access/Exit, Remove/Delay Queued PNRs
Lesson 10 — Segment Status, Schedule Change, Waitlist Assurance
Reservation 2 - Final Assessment Exam - Emulator


Assessment and Practice for Airline Reservations

This course is 100% practical and hands-on.  Each lesson consist of detailed instruction which are provided and there are Quizzes at the end of each assessment learnt.  To  access to the  Amadeus System includes a personal login to sign on/off the reservation emulator to start training. 


The Amadeus Airline Reservation course includes:

  • An agent sign on and sign off login
  • 20 Hours of study 
  • Lessons and Drills (Quizzes) to assess your learning and progress 
  • Final assessments for all three areas of the course known as Exam Emulators 
  • Support & guidance throughout your course 

You will gain the following proficiencies and competences of...

  • Identify cities and counties related to IATA areas and Sub-areas
  • Familiarise with airline coding and decoding 
  • Acknowledge passenger routings and worldwide geography 
  • Interpret data entries on electronic tickets
  • Familiarise with Passenger special request codes 
  • Familiarise with Airline carriers coding and decoding 
  • Identify and interpret airline fare structures
  • Identify baggage allowance coding 
  • Identify airline excess baggage charges 
  • Airline Reservations 
  • Checking and interpreting airline fare availability and much more....

You will also receive an 'Air Travel Appendix' inclusive of...

  • Airline coding and decoding
  • Three letter codes coding and decoding
  • Aircraft codes
  • Country state codes
  • Baggage allowance codes
  • Abbreviations and Definitions used in the airline industry
  • 45 Page Booklet - Applying  for a Job in Aviation.

Who is this course for? 

Anyone seeking a career in an airport environment.


Entry requirements: 



The Airport Customer Service course can provide candidates with a wealth of career options with the examples of the following areas:

  • Airport Information Desk 
  • Passenger Service Assistance
  • Passenger Ambassador
  • Customer Service Host
  • Meet & Greet Assistant
  • Arrival and Transfer Assistant
  • Passenger Reduce Mobility Assistant  
  • Airport Lounge Agent 

Your course includes Course Materials, Personal Tutor Support & Guidance, and Certification.  

 Pass Candidates testimonies 

# 'I got the job woohoo as a Customer Services Agent - Thank you for your help - Exodus' - Joanna -