Airport Customer Service  - ULTIMATE LEVEL
Airport Customer Service  - ULTIMATE LEVEL
Airport Customer Service  - ULTIMATE LEVEL
Airport Customer Service  - ULTIMATE LEVEL
Airport Customer Service  - ULTIMATE LEVEL
Airport Customer Service  - ULTIMATE LEVEL
Airport Customer Service  - ULTIMATE LEVEL
Airport Customer Service  - ULTIMATE LEVEL
Airport Customer Service  - ULTIMATE LEVEL

Airport Customer Service - ULTIMATE 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.   This particular course focuses on all passenger types from your leisure, business and first class and the service that you are expected to delivery when serving passengers who are frequent, business, first class travellers.

Our Airport Customer Course  Unlimited Level provides the skills and knowledge  in Fares and Ticketing Principles;  industry skills for Airline Reservations; how to deliver an exceptional service to business and first class passengers;  the role and operations of a passenger service agent and finally attain the skills of how to check-in passengers using the Amadeus Departure Control System Altea. This course is split into five areas of study:

Part 1 industry Fares and Ticketing  Professional

This course is required by all those who wish to purse a career in dealing with passenger of travelling in different classes and various route patterns. In some cases, its also a requirement for to apply for related positions. This course give you the opportunity to develop the understanding and knowledge of dealing with Air travel  and passenger complex itineraries stopping at various Destinations for a number of nights.

Part 2: Airline Reservations

The course is starting with Airline Reservations with particularly focus on Coding and Encoding, Flight  and Seating Availability, Return Availability, Schedule Information, Special Service Request,  Frequent Flyer and Passenger Information plus much more…

Part 3: Business Travel Management - GDS: Amadeus

Business Travel is one of the most growing sectors in both Aviation and Travel Industries.  Whether your customer is a independent business owner or corporate organisation, business travel needs are required to meet the demand of the business traveller.The course covers the aspects of Business Travel as a Career, Worldwide Geography, Airline Geography, Customer service for business travel clients, regulations linking to business and Advance Reservations Systems used in Business Travel.  

Part 4: 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 5: 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…


On the Airport Customer Service - Ultimate Level course you will study the following modules:

Part 1: Fares and Ticketing Level 1...You will gain the following competences and knowledge of:

  • Identify parts of a passenger’s journey
  • Identify cities and counties related to IATA areas & sub-areas
  • Identify global indicators for passenger routings
  • Select quotation of specific passenger routes and select the best fares
  • Construct convent and round the worldwide currencies using rates of exchange
  • Construct and price one way, return and circle trip routes using normal fares
  • Calculate Extra Mileage Surcharge for passenger journeys
  • Interpret data entries on electronic tickets
  • Identify applicable taxes, fees and charges for specific passenger journeys
  • Calculate child and infant fares.

Part 2: Airlines Reservations - GDS: Amadeus

  • Introduction, Sign In and Out, Work Areas
  • Encode and Decode
  • Introduction to the PNR
  • PNR Redisplay, Displaying PNR SubFields
  • Timetables, Flight Details
  • Flight Availability, Return Availability, Schedules information
  • Booking Seats from Availability
  • Creating and Ending a complete PNR
  • Cancel and Changing Mandatory PNR Elements
  • Mailing Address and Billing Address Elements
  • General Remark and OSI Elements
  • SSR Elements, Passenger Information Elements, Frequent Flyer Elements
  • SSR Elements, with Child, Infant, Unaccompanied Minor Passenger Data
  • Cancel and Changing Optional PNR Elements
  • Advance Seating Requests
  • Seat Maps
  • Request Specific Seats, Specific Seat Wish, Modify
  • Calculator and Currency Functions,
  • Building Connections  and Minimum Connect Times
  • Advanced  Flight Availability
  • Direct Sell, Waitlist, Open/ARNK/Passive Segments
  • PNR Claim
  • Split PNR
  • Non-Homogeneous PNRs
  • Customer Profiles
  • Queue Count, Queue Placement, Option Element
  • Queue Access/Exit, Remove/Delay Queued PNRs
  • Segment Status, Schedule Change, Waitlist Assurance

Final Assessment Exam - Emulator


Part 3: Business Travel Management - GDS: Amadeus

  • Introduction - Why a Career in Business Travel
  • Module 1 - Worldwide Geography
  • Module 2 - 24-hour clock, Time zones, Airport city code
  • Module 3 - Types of Travel - Leisure & Business
  • Module 4 - Airports and Commercial Airlines
  • Module 5 - Travel providers: Hotel, Rail and Car Hire Companies
  • Module 6 - Travel Industry and Regulations - Passports, Visas and other travel documentation
  • Module 7 - Customer Service Excellence for Business Travellers
  • Module 8 - Economics of Business Travel
  • Module 9 - Aircraft manufactures
  • Module 10 - Airline business models
  • Module 11 - Airline geography
  • Module 12 - Airline Journeys and contingency planning.

Part 4: Airport Customer Service 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.


Part 5:  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 Check-in
  • Lesson 14 - Customer Management  - Multi-Passenger Check-in
  • Lesson 15 - Customer Management  - Cancel Check-in
  • Lesson 16 - Customer Management  - Group 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 - Creating Bookings.

Final Exam on Amadeus Emulator


On Completion... 

Once you have completed your course, you will receive a Certificate and Notification of Topics Learnt on the Airport Customer Service , demonstrating to employers your knowledge  and skills attained ready for employment within the industry. 


How much time do I need to complete the course?

The course is expected to take 250 hours to complete. The minimum expected study time invested by a student is 6.5 hours per week and complete in 39 weeks.  You could also commit to 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:

Your course includes different assessment methods

  • Course materials Fares and Ticketing Professional Level 1 - Course materials
  • Air Appendix Manual
  • An agent sign on and sign off login
  • 45 Hours of study of Travel and Airline Reservation system - Amadeus
  • 70 Hours of study of Business Travel Management - Amadeus
  • 45 Hours of study Airport Check-in Departure Control (DCS) - Altea Amadeus
  • Lessons and Drills (Quizzes) to assess your learning and progress
  • Final assessments for all areas of the course known as Exam Emulators
  • 30 Hours of Airport Customer Service Operations - Online
  • Tutor support & guidance throughout your course



You will also receive 5 certificates:

  • Airport Customer Service Operations
  • Fares and Ticketing Professional - Level 1
  • Industry recognised Certificate - GDS Amadeus Airline Reservations
  • Industry recognised Certificate - GDS Amadeus Business Travel Management
  • Industry recognised Certificate - GDS Amadeus Airport Check-in Departure Control (DCS) - Altea
  • 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 Ambassador
  • Customer Service Host
  • Meet & Greet Assistant
  • Arrival and Transfer Assistant
  • Executive Travel Customer Service Agent


Post Completion...

At Exodus Travel Training & Recruitment our courses are  are the requirements of the industry and to meet the needs for well established airlines to ensure proficiency and high levels of competence at the start of your career. You will be able to enhance your opportunities of employment with the technical knowledge  and practical skills learnt on this course and gain a foothold within the industry of your choice.