Passenger Ground Services

An exciting and innovative airport world awaits you.

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

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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.
Course Duration


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