(QM0501P)
Aim of training
To provide initial training and instruct the personnel on the knowledge and skills of a passenger check-in agent.
Designed for
Newly employed passenger check-in personnel.
Course content
- Professional appearance and behaviour, customer service skills
- Types of air tickets, statusses of reservation
- Codes of airlines and airports (IATA, ICAO), deciphering of the most common abbreviations and codes, aviation alphabet
- Manual check-in procedure
- Basic rules of baggage registration, transportation rules of cabin and hold baggage
- Transportation rules of non-standard and special baggage (animals, weapons, music instruments, sports equipment etc.)
- Introduction to the airlines’ loyalty programs
- Passenger categories, unaccompanied minors, travel rules during pregnancy, passengers with special needs, methods of handling unruly and drunk passengers
- SPML – serving special meals on the flight
- Actions in the event of flight irregularity, delayed flight, canceled flight, overbooked flight, unscheduled arrival, FIM (flight interruption manifest), PIR (property irregularity report)
Benefits
Certificate testifying the skills and knowledge necessary for the position of a passenger service agent.
Course duration
2 days, including the knowledge assessment test.
