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Introduction
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. This course is split into two parts:
Part 1: Airport Customer Service Operations
The Airport Customer Service Agent (CSA) Course provides you with the knowledge and practical skills for working in the airport environment. You learn the role of Airport Customer Service Agent step by step and cover all aspects from when the passenger walk inside the airport and approaches the check in desk to issuing of the boarding pass. The course is broken-down into 18 chapters the Customer Service element and the actual role of the Passenger Service Agent, which is much more practical. This course covers a number of elements that will enhance your opportunities of employment within the aviation industry.
Part 2: Airport Departure Control System Altea (DCS)
The Altea DCS is used by over 30 well-established scheduled airlines across the world and in many cases is one the requirements to employment is to have knowledge or experience of the Altea DCS system. This course gives practical hands-on experience to equip the skills needed for this great career. It entails the Fundamental of Airline or Ground Handlers knowledge to process passengers at the Airport Check in Desk such as checking in passengers, issuing boarding passes, baggage tags, assign seating, service request for passenger and much more...
The areas of study while on the course for Airport Customer Service Operations - Silver Level:
Part 1: Airport Check in Customer Services Operations
This course covers 18 modules from the role of a Airport Customer Service Agent to the recruitment process when apply for jobs roles. You will be studying the following modules:
- Module 1 - Course Introduction
- Module 2 - The Airport Customer Service Role
- Module 3 - The Airport Environment
- Module 4 - Airport Customer Service
- Module 5 - Aviation Encoding and Decoding
- Module 6 - Aviation Terminology
- Module 7 - Aviation Geography
- Module 8 - Airline Characteristics
- Module 9 - Ticketing Coding Information
- Module 10 - The Baggage Process
- Module 11 - Check in Process Scenario
- Module 12 - The Boarding Process
- Module 13 - The Arrival Process
- Module 14 - Specific Needs Passengers
- Modules 15 - Passenger Announcements
- Module 16 - Recruitment Process 1
- Module 17 - Recruitment Process 2
- Module 18 - Aviation Recruitment Assessments
Once completed and gained familiarity with ticketing procedures, you will move onto the GDS System Amadeus giving you industry Hands-on practical training in the following modules.
Part 2: Airport Departure Control System Altea (DCS)
- Lesson 1 - 24-Hour Clock
- Lesson 2 - Time Zones
- Lessons 3/4 - Airport and City Codes
- Lesson 5 - Major Worldwide Airports
- Lesson 6 - Commercial Airlines
- Lesson 7 - Aircraft Manufacturers
- Lesson 8 - Aircraft Types
- Lesson 9 - Airline Hubs
- Lesson 10 - Major Airport Codes
- Lesson 11 - Customer Management
- Lesson 12 - Customer Management - Check-in
- Lesson 13 - Customer Management - Single Passenger Check-in
- Lesson 14 - Customer Management - Multi-Passenger Check-in
- Lesson 15 - Customer Management - Cancel Passenger Check-in
- Lesson 16 - Customer Management - Group Passenger Check-in
- Lesson 17 - Customer Management - Seating
- Lesson 18 - Customer Management - Seating Maps
- Lesson 19 - Customer Management - Passenger Data
- Lesson 20 - Customer Management - Service Requests
- Lesson 21 - Customer Management - Frequent Flyer Data
- Lesson 22 - Customer Management - Customer Comments
- Lesson 23 - Customer Management - Infant Passengers
- Lesson 24 - Customer Management - E-Tickets
- Lesson 25 - Customer Management - Itinerary Creating Bookings.
Final Exam on Amadeus Emulator
How much time do I need to complete the course?
The course is expected to take 75 hours to complete. The minimum expected study time invested by a student is 5 hours per week and complete in 15 weeks. You could also commit to 2.5 hours each week giving you 12 months to complete your course. However, this is a guideline and the course can work around your own commitments with you and your tutor you are able to design your own schedule to suit your needs.
The course includes:
- Air Appendix Manual
- 30 Hours of Airport Customer Service Operations - Online
- 45 Hours of study of GDS Amadeus Altea Airport Check-in - Amadeus
- Lessons and Drills (Quizzes) to assess your learning and progress
- Final assessments for all areas of the course known as Exam Emulators
- Tutor support & guidance throughout your course
Certification
You will also receive 3 certificates:
- Airport Customer Service Operations
- Industry recognised Certificate - GDS Amadeus Altea Airport Check-in Departure Control
- Notification of Topics Learnt.
Career Paths...
The Airport Customer Service Professional course can provide candidates with a wealth of career options with the examples of the following areas:
- Airport Customer Service Agent (CSA)
- Airport Information Desk
- Passenger Service Assistance
- Passenger Ambassador
- Customer Service Host
- Meet & Greet Assistant
- Arrival and Transfer Assistant
- Passenger Service Agent Reduce Mobility Assistant (PRM).
Pass Candidates testimonies
# 'I got the job woohoo as a Customer Services Agent - Thank you for your help - Exodus' - Joanna.
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.
