Passenger Ground Services

IATA – International Air Transport Association, Canada

Course Outline

Learn what it takes to work at one of the airline’s industry most visible airport position and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport.
The course is designed to complement the training requirements outlined in the IATA Airport Handling Manual (AHM) and the IATA Passenger Services Conference Resolutions Manual (PSCRM)

Learner’s Profile

  • Airline Passenger Service Employees
  • Ground Handling Agents’ passenger services employees
  • Airport operators’ employees providing passenger services
  • Anyone wishing to start a career as an Airport Passenger Service Agent

Download Brochure

    Key Topics

    • Introduction to airport and airline operations
    • Computer Reservations (CRS) and Departure Control Systems (DCS) functions
    • Passenger and Baggage check-in procedures (airport and off-site)
    • Conditions of passenger and baggage carriage, boarding procedures, and flight close-out messaging.
    • Dangerous Goods regulations awareness for passenger service agents
    • Managing passenger interactions
    • Aviation security procedures for passenger and baggage transport
    • Enhanced passenger facilitation, latest innovations, and career opportunities.

    Course Objectives

    Upon completing the course, you will acquire the following core skills:

    • Understand how airlines and airports operate in relation to the provision of passenger services
    • Learn about passenger and baggage check-in and boarding procedures, including passengers with special needs.
    • Interpret the respective regulatory requirements related to passenger and baggage transport
    • Understand how computer reservations and departure control systems operate
    • Learn about the latest technological innovations in passenger services

    Course Content

    • Module: 1 Introduction to Airport and Airline Ground Operations
    • Module: 2 Computer Reservations and Departure Control System Functions
    • Module: 3 Check-In Procedures for Passengers and their Baggage (Airport and Off-site)
    • Module: 4 Conditions of Carriage, Boarding Procedures and Close-Out Messaging
    • Module: 5 Dangerous Goods Regulations
    • Module: 6 Managing Passenger Interactions
    • Module: 7 Aviation Security Requirements for Passenger and Baggage
    • Module: 8 Enhanced Passenger Facilitation
    • Module: 9 Future of the Industry
    Entry Qualification
    • Suitable for: Undergraduates | Graduates | Working Professionals
    • Minimum Education Requirement: Grade 10, O-Level or equivalent


    Career & Job Opportunities
    • Airline Passenger Service
    • Ground Handling Agents’ passenger service
    • As an Airport Operators employee providing passenger services
    • Anyone wishing to start a career as a Passenger Service Agent
    Next Steps

    This course is a step toward earning an IATA Diploma in:

    • Airport Operation Foundation Diploma
    • Passenger Experience Excellence Diploma.
    Why WingsWay!
    • 2 Guaranteed International Airport Internships in UAE, with Internship Certificates
    • Guaranteed Internships at Travel Agencies & Cargo/Freight Forwarding Agencies
    • Job Application Assistance with all major airlines, airports & travel agencies
    • Trainers are experienced & qualified with industry specific work-experience
    • Additional focus on exam preparations with excellent passing record
    • Approved by Government Authorities (KHDA & DET – Dubai Economy & Tourism)
    • Classroom Sessions or Virtual Instructor Led Training option for students from across the World, with flexible timings
    • Modern classrooms & convenient locations
    • Scholarships | Special offers | Interest Free EMI options
    • Free membership to “WingsClub”, our ‘Loyalty Benefits Program’, providing exclusive Invitations to Events & Seminars, free lifetime consultation, free repeat training sessions, and other benefits.
    • Free Sessions: Career Counselling | Interview & CV Preparation | Grooming Session
    • Included: Practical Training on a real Boeing 737 Aircraft. Designed by our industry-expert Trainers, Aircraft Maintenance Engineer & Aviation Quality/Safety Specialist, this session provides access to the Cockpit including a walk-around the undercarriage, inside the Landing Gear compartment & Cargo-hold areas. On this day, you can ask what you always wanted to ask but did not know whom to ask!
    Course Duration


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