Course curriculum

  • 1

    WELCOME

    • Introduction to the world of Airport Customer Services

    • Welcome to the world of Airport Customer Services

    • Introduction -2

    • Introduction -3

    • Introduction -4
  • 2

    Chapter 1: Course Introduction

    • Course Introduction -1

    • Course introduction - 2

    • Course Introduction -3

    • Industry Standards - 1

    • Industry standards - 2
  • 3

    Chapter 2: The Airport Customer Service Role

    • The Roles and Responsibility of a Customer Service Agent

    • The Airport Customer Service Role -1

    • The Airport Customer Service Role -2
  • 4

    Chapter 3: The Airport Environment

    • Airport Environment - Introduction

    • Landside Operations

    • Airside Operations - 1 & 2

    • Airside Operations - 3a

    • Airside Operations - 3b

    • Airside Operations - 3c

    • Airside Operations -4

    • Airside and Landside Operations - Quiz 1

    • Airport facilities and functional areas - Quiz -2

    • Airport environment -1

    • Airport environment -2

    • Airport environment -3

    • Airport Environment - Quiz 1

    • Airport environment -4

    • Airport Environment - Quiz 2

    • Airport environment -5

    • Airport environment -6

    • Airport environment -7
  • 5

    Chapter 4: Airport Customer

    • Airport Customer Service - Introduction

    • Airport Customer Service -2

    • Airport Customer Service -3a

    • Airport Customer Service -3b

    • Airport Customer Service -4

    • Customer Service - Quiz 1

    • Airport Customer Service -5

    • Customer Service -Quiz 2

    • Airport Customer Service -6

    • Customer Service - Quiz 3

    • Airport Customer Service -7

    • Airport Customer Service -8

    • Airport Customer Service -9
  • 6

    Chapter 5: Aviation Encoding and Decoding

    • 24-Hour Clock

    • 24-hour Clock Quiz

    • Day Codes

    • Month Codes

    • 2-hour, Day and Month Codes

    • Phonetic Alphabet

    • Introduction to IATA Coding

    • IATA Industry Codes -1

    • IATA Industry Codes -2

    • IATA Industry Codes -3

    • 3-letter City Codes Quiz

    • IATA Industry Codes -4

    • IATA Industry Codes -5

    • IATA Industry Codes -6

    • IATA Industry Codes -7

    • IATA Industry Codes -8

    • IATA Industry Codes -9

    • Airline Coding and Decoding

  • 7

    Chapter 6: Aviation Terminology

    • Aviation terminology -1

    • Aviation Terminology Presentation

    • Aviation Terminology Quiz

    • Aviation terminology -2

    • Aviation Abbreviations.pdf

    • Aviation Abbreviation Quiz

  • 8

    Chapter 7: Aviation Geography

    • Airline Geography

    • Airline Geography - 1

    • Airline Geography -2

    • Airline Geography Quiz - 1

    • Airline Geography -3

    • Airline Geography -4

    • Airline Geography -5

    • Airline Geography -6

    • Airline Geography Quiz

    • Airline Geography -7

    • Airline Geography -8

    • Airline Geography -9

    • Airline Geography -10

    • Airlie Geography -11

    • Airline Geography -12
  • 9

    Chapter 8: Airline Characteristics

    • Full Service Scheduled Airlines -1

    • Full Service Scheduled Airlines -2

    • Full Service Scheduled Airlines -3

    • Full Service Scheduled Airlines -4

    • Full Service Scheduled Airlines -5

    • Full Service Scheduled Airlines -6

    • Full Service Scheduled Airlines -7

    • Full Service Scheduled Airlines -8

    • Full Service Scheduled Airlines -9

    • Full Service Scheduled Airlines -10

    • Full Service Scheduled Airlines Summary

    • Low Cost Scheduled Airlines -1

    • Low Cost Scheduled Airlines -2

    • Low Cost Scheduled Airlines -3

    • Charter Airlines -1

    • Charter Airlines -2

    • Airline Characteristics Quiz -1

    • Airline Characteristics -1

    • Airline Characteristics Quiz -2

    • Airline and Aircraft types -1

    • Airline and Aircraft types -2

    • Airline and Aircraft types -Quiz 1

    • Airline and Aircraft types -3

    • Airline and Aircraft types -4a

    • Airline and Aircraft types -4b

    • Airline and Aircraft types -4c

    • Airline and Aircraft types -5a

    • Airline and Aircraft types -5b

    • Airline and Aircraft types -5c

    • Airline and Aircraft types -Quiz 2

    • Aircraft types conclusion
  • 10

    Chapter 9: Ticketing Coding and Information

    • Ticketing information -1

    • Ticketing information -2

    • Ticketing codes -1

    • Ticketing codes -2a

    • Ticketing codes -2b

    • Ticketing codes -3

    • Ticketing codes -4

    • Ticket types -1a

    • Ticket types -1b

    • Ticket types -1c

    • Ticket types -1d

    • Ticketing Quiz -1

    • Different ticket types - Quiz 2

    • Ticketing information -3

    • Ticketing information -4

    • Ticketing information -5

    • Ticketing Information - Quiz 3

    • Ticketing Information - Quiz 4

    • Ticketing Information - Quiz 5

    • Ticketing information -6

    • Ticketing Information - Quiz 6
  • 11

    Chapter 10: The Baggage Process

    • Baggage Labelling - Introduction

    • Types of Baggage Labels -1

    • Types of Baggage Label -2

    • Type of Baggage Labels -3

    • Types of baggage labels - Quiz 1

    • Information on baggage labels

    • The importance of labelling baggage correctly

    • Baggage Labels - Quiz 2

    • Baggage Allowance -1

    • Baggage Allowance -2

    • Baggage Allowance -3

    • Dangerous Goods Regulation (DGR)

    • Airline Excess Baggage Policy

    • Exodus Airways Airline Baggage Policy

    • Excess Baggage - Scenario example

    • Excess Baggage Airline Policy - Scenario 1

    • 'Odd Size Baggage Items

    • The importance of labelling baggage correctly - 1

    • The importance of labelling baggage correctly - 2

    • The importance of labelling baggage correctly - 2b
  • 12

    Chapter 11: Check-in Procedures - Scenarios

    • Introduction to the Check In Process

    • The Check-in Process Quiz -1

    • Customer Service Agent - Check In Procedures

    • The Check-in Process Quiz -2

    • Check-in Process -1

    • Check-in Process -2

    • Check-in Process -3

    • TIMATIC Visa and Cross Border Checking Service

    • Video -1

    • Video Questions

    • Video Quiz -1

    • TIMATIC Scenarios Introduction

    • TIMATIC Scenarios -1

    • TIMATIC Scenarios -2

    • TIMATIC Scenarios -3

    • TIMATIC Scenarios -4

    • TIMATIC Scenarios -5

    • TIMATIC Scenarios -6

    • TIMATIC Scenarios -7

    • TIMATIC Scenarios -8

    • TIMATIC Quiz -1

    • TIMATIC Summary

    • The Check In Process -4

    • Boarding Pass Quiz 1

    • Boarding Pass Information -1

    • Boarding Pass Information -2

    • Boarding Pass Information -3

    • Boarding Pass Information -4

    • Check-in Procedures -1

    • Check-in Procedures -2

    • Check-in Procedures -3

    • Check-in Procedures -4

    • Decode City and Airport 3-Letter Codes Quiz

    • Check-in procedures - 5

    • Check-in procedures -6a

    • The Check In Process procedure

    • Procedure for flight details at the Check In Desk

    • Checking in Passenger Screen - Quiz

    • Procedure for flight details at the Check In Desk - Conclusion

    • Check-in procedures -6b

    • Check-in procedures -6c

    • Check-in procedures -6d

    • Check-in procedures -6f

    • Check-in procedures -6e

    • Passenger Information Screen Quiz

    • Check-in procedures -7

    • Scenario 7 - Quiz

    • Check-in procedures -8

    • Check-in procedures - 9a

    • Check-in procedures -8b

    • Check-in procedures -9b

    • Check-in procedures -9c

    • Scenario 8 - Quiz

    • Check-in procedures -10

    • Check-in procedures -10b

    • Check-in procedures -10c
  • 13

    Chapter 12: The Boarding Process

    • Introduction to the Boarding Process

    • Late Passengers

    • Boarding Procedures -1

    • Boarding Procedures -2

    • Boarding Procedures -3

    • Boarding Procedures -4

    • Boarding Procedures -5

    • Boarding Procedures -6

    • The Boarding Process Quiz

    • Boarding Procedures -7

    • Boarding Procedures -8

    • Boarding Procedures -9

    • Boarding Procedures -10

    • Boarding Procedures -11

    • Boarding Procedures -12

    • Boarding Procedures -13

    • Boarding Procedures -14

    • Boarding Procedures -15
  • 14

    Chapter 13: The Arrival Process

    • Introduction to the Arrival process

    • Arrival Procedures -1

    • Arrival Procedures -2

    • The Arrival Process Quiz

    • Arrival Procedures -3

    • Arrival Procedures -4

    • Arrival Procedures -5

    • Arrival Procedures -6

    • Arrival Procedures -7

    • Arrival Procedures -8

    • Arrival Procedures -9

    • Arrival Procedures -10

    • Arrival Procedures -11

    • Arrival Process Quiz -2
  • 15

    Chapter 14: Specific Needs Passengers

    • Introduction

    • The importance of Supplementary Service Request (SSR) Codes

    • Supplementary Special Requests (SSR) - Quiz

    • Specific needs passengers -1

    • Specific needs passengers -2

    • Specific needs passengers -3

    • Specific needs passengers -4

    • Specific needs passengers -5

    • Specific needs passengers - Quiz Introduction

    • Specific needs passengers - Quiz 1

    • Specific needs passengers - Task

    • Specific needs passengers -6

    • Specific needs passengers -7a

    • Specific needs passengers -7b

    • Specific needs passengers -7c

    • Specific needs passengers -8a

    • Specific needs passengers -8b

    • Specific needs passengers -9

    • Specific needs passengers -9a

    • Specific needs passengers -9b

    • Specific needs passengers - Quiz 2

    • Specific needs passengers -9c

    • Specific needs passengers - Quiz 3

    • Specific needs passengers -9d

    • Specific needs passengers -10
  • 16

    Chapter 15: Passenger Announcements

    • Passenger Announcements -1

    • Passenger Announcements -2

    • Passenger Announcements - 3

    • Passenger Announcements -4
  • 17

    Chapter 16: Recruitment Process 1

    • Recruitment process -Introduction

    • CV Preparation

    • CV Preparation -1

    • CV Preparation -2

    • CV Preparation -3

    • CV Preparation -4

    • Covering Letter -1

    • Covering letter -2
  • 18

    Chapter 17: Recruitment Process 2

    • Interview Process -1

    • Interview Process -2

    • Interview Process -3

  • 19

    Chapter 18: Aviation Recruitment Assessments

    • Industry Assessments - Introduction

    • Time Zones

    • International Time Calculator -2

    • Time Zone Quiz

    • Elapsed flying time -1

    • Elapsed flying time -2

    • Hints and tips

    • Elapsed flying time

    • Excess baggage Assessments

    • Excess baggage assessments

    • Baggage allowance assessment - Quiz

  • 20

    Chapter 19: Aviation Recuitment for Customer Service Agent

    • Aviation Recuitment for CSA -1

    • Aviation Recuitment for CSA -2

    • Aviation Recuitment for CSA -3a

    • Aviation Recuitment for CSA -3b

    • Aviation Recuitment for CSA -3b

    • Aviation Recuitment for CSA -3d

    • Aviation Recuitment for CSA -3e

    • Aviation Recuitment for CSA-3f

    • Aviation Recuitment for CSA-3g

    • Aviation Recuitment for CSA-3h

    • Aviation Recuitment for CSA-3i

    • Aviation Recuitment for CSA -3j

    • Aviation Recuitment for CSA -3k

    • Aviation Recuitment for CSA -4a

    • Aviation Recuitment for CSA -4b

    • Aviation Recuitment for CSA -4c

    • Aviation Recuitment for CSA -4d

    • Aviation Recuitment for CSA -4e

    • Aviation Recuitment for CSA -4f

    • Aviation Recuitment for CSA -5

    • Aviation Recuitment for CSA -6
  • 21

    Chapter 20: Reservations and Airport Check-in Systems

    • Reservation Travel Systems -1

    • Reservation Travel Systems -2

    • Reservation Travel Systems -3

    • Reservation Travel Systems -4

    • Reservation Travel Systems -5

    • Reservation Travel Systems -6

    • Reservation Travel Systems Assessment 1

    • Reservation Travel Systems -7

    • Reservation Travel Systems Assessment 2

    • Departure Check-in Systems -1

    • Departure Check-in Systems -2

    • Departure Check-in Systems -3

    • Departure Check-in Systems -4

    • Departure Check-in Systems - Quiz -1

    • Departure Check-in Systems -5

    • Departure Check-in Systems -6
  • 22

    WELL DONE!

    • WELL DONE!