Aviation: Customer Service In Airline Industry

Name: Aviation: Customer Service In Airline Industry
Rating: 4.3 (152 reviews)

Departure: Check-In & Boarding

Last updated 6/2018

English

What you'll learn

Understand how airlines and airports operate in relation to the provision of customer|passenger services.
Learn about customer|passenger and baggage check-in and boarding procedures.
Improve your customer service skills to increase customers loyalty and sales performance.
Obtain the skills you need in order to get successfully hired by the lead companies in the aviation industry.
Aviation General, Codes and Abbreviations, Airline Terminology, Travel Documentation, Baggage Handling.
Knowledge of the Customer | Passenger Service Agent role, duties coupled with Aviation terminology and procedures.

3 sections • 15 lectures • 31m total length

Introduction1:33
Customer Service In Airline Industry

Departure: Check-In & Boarding

Summary
General Handling Basics1:10
Explore the general handling basics, including the general conditions of carriage for passengers and baggage and for cargo, publicly available on airline sites, and protect passenger privacy amid information requests.

Departure: Pre-Departure Data & Activities2:23
Review pre-departure data and activities, including pnl, adl, prm lists, and booking status, to anticipate passenger needs and improve customer service through thorough flight preparation.
Transportation Documents1:42
Learn about transportation documents, including non-transferable tickets with matching identification, miscellaneous charge orders, excess baggage tickets, and flight instruction manifests for special services and journey changes.
Customer Interaction At The Check-In4:46
Customer's Vision
Warm Welcome
Identification & Check-In
Data Confirmation
Have A Nice Flight!
Do's & Dont's1:27
Boarding Passes0:37
Boarding passes are documents issued at check-in that enable control and distinguish passenger categories at embarkation, with one per passenger containing name and boarding information, available in print or mobile.
Passport, Visa & Security2:22
Procedures At Ticket Desk & Check-In
Security Screening
Boarding3:12
Boarding Procedure
Boarding Announcements

Very Important Passengers (VIP)s2:23
Very Important Passengers (VIPs)
VIPs Handling
Frequent Flyers2:30
Frequent Flyers (FFs)
Frequent Flyers Handling
Infants & Children2:55
Infants
Children
Unaccompanied Minors (UMs)
Passengers With Reduced Mobility (PRMs)1:46
Inadmissible Passengers & Deportees1:23
Explains how airlines designate inadmissible passengers and deportees, detailing responsibilities of airlines, the use of a special purpose coach, and conditions for transporting asylum seekers.
Course Outcome & Quick Facts1:35
Recap the course outcomes for aviation customer service, highlighting pre, during, and post flight support, diverse models and strategies, and measurement for improvement.

Turn your love of aviation into a rewarding, profitable, and fun career!

Airports can be interesting and rewarding places to work.

There are many opportunities available for you to pursue, and not only as a pilot.

The air industry is a large employer that offers many different types of jobs and careers.

Help lead flight into the future with a career in aviation!

Are you working as Check-In Agent, Ticketing/Sales Agent or at the airport infrastructure and have to deal with customers | passengers on a daily routine?
Do you want your chance to place your best foot forward and really wow your potential employer?
Do you care for your professional development which can help you advance in your career in aviation?
Do you want to join the thrilling aviation world and have your input in making people smile?
If you answered "YES" to even one of the above questions, then this is the right place for you to start!