Passenger Service Excellence & Comprehensive Airport Security

Details

The aviation industry combines service and security, two crucial pillars for ensuring passenger trust and safety. This course delves into the nuances of exceptional passenger service while emphasizing the importance and techniques of comprehensive airport security measures.

Target Group

Target Group:

• Airport staff responsible for passenger service
• Airport security personnel
• Aviation managers and supervisors
• Airline customer service representatives
• Professionals aiming to specialize in aviation service or security

Goals

Upon completing this course, participants will be able to:

• Understand the dynamics of the aviation industry and the balance between service and security.
• Deliver exceptional passenger service across various touchpoints.
• Recognize potential security threats and employ effective mitigation techniques.
• Navigate complex airport protocols to ensure passenger safety.
• Engage with passengers effectively, addressing concerns related to service and security.

Target Competencies

• Mastery over passenger service principles
• Comprehensive understanding of airport security protocols
• Effective communication in high-stress situations
• Analytical skills in assessing potential threats
• Crisis management in service disruptions

Outlines

The Foundations of Passenger Service

• History and evolution of passenger service in aviation
• Key principles of outstanding service in the air travel industry
• Understanding passenger needs and expectations
• Role of technology in enhancing passenger experience
• Crisis management and communication in service disruptions

Airport Security Basics

• History and significance of airport security
• Overview of international security regulations and standards
• The role of various stakeholders in airport security
• Security technologies: from screening to biometrics
• Coordinating with agencies for intelligence and threat assessment