Course objectives

• Be able to do the check-in and boarding of passengers
• Know the regulations in terms of airport safety and security and dangerous goods
• Maintain a customer service approach with passengers

Course content

• Customer service, main principles
• Passenger and baggage handling policy and procedures
• IATA; organizational recommendations and resolutions
• Reservation systems, their link to DCS
• Aviation phonetic alphabet
• IATA airline codes
• IATA city/airport codes
• Country codes
• Special categories of passengers, their handling procedures (check-in, boarding)
• Types of itineraries (OW, RT, OJ)
• Travel classes, their coding, differences of service
• Tickets, their types
• Baggage handling policies and procedures
• Passenger check-in types and procedures
• Passenger seating (emergency exit seats)
• Passenger boarding policies and procedures; cabin baggage restrictions
• Travel documents
• TIMATIC database
• Documents and data protection and security
• Flight irregularity procedures
• Communication procedures
• Extraordinary and extreme situation handling
• Infectious disease recognition, handling of passengers potentially carrying an infectious disease
• Personnel safety and health
• Emergency response plan
• Alliances of airlines
• Frequent flyer programs, additional services for such passengers
• Weight & Balance main principles, importance, coordination and procedures
• Lost & Found procedures
• Actual documents of customer airlines
• Technical English
• DGR Category 9: passenger handling
• Airport Security awareness.

Course objectives

• Access and navigate the customer
• Management using appropriate applications
• Use keyboard shortcuts and menus to navigate between applications
• Manage system functions: check-in, boarding
• Deal with irregularities related to operations: rerouting, transfer
• Receive and process information via Messenger
• Identify issues related to devices
• Using the Online Help.

Course content

• Introduction
• Altéa DCS CM System Architecture / Navigation
• Customer Management GUIDE – Sign in / off
• Work with Messenger
• Timatic
• Linking / delinking
• Customer View
• Select Carrier
• Navigation Application
• Solving the Customer’s Problems
• Set comment / information/ add services
• Coupon status / Reservation/ View customer/
Create Record / Record Staff
• Printing: BPass, btag
• On classification and declassification
• Boarding: opening, closing and management
• Acceptance of passengers: open and closed
• Passenger ineligible status when boarding
• Printing lists of flight
• Onload list and Standby List
• Irregularities
• Rerouting

Course objectives

• Ensure booking of passengers and modify flight tickets
• Control sale, modifications and cancellations
• Inform customers on availability, schedules and rates.

Course content

• Introduction to the Amadeus CRS service
• Flight availability
• Building a complete PNR and ending transaction
• Flight sell, follow-up availability entries, frequent-flyer element
• Miscellaneous Amadeus functions
• Changing and deleting PNR data
• Entering fare elements, displays, notes
• TIMATIC
• Return availability and SSR elements
• Seat maps, requests and customer preferences
• Ticketing element
• Vouchers.

Course objectives

• Assist impaired and disabled persons and persons with reduced mobility
• Understand and apply local and international regulations.

Course content

• Disability-awareness training
• Booking facilities
• Check-in and Gate facilities
• Skills for providing assistance to disabled persons and persons with reduced mobility
• Understanding of the need for reliable and professional assistance
• How to help wheelchair users make transfers into and out of a wheelchair
• Escort passengers with visual impairment
• Understanding and handling equipment of disabled persons
• Experience reports
• Refreshing existing knowledge of first aid.

Course objectives

Learn the principles of delivering extraordinary customer service in this one day course through demonstrating the ten key steps of a quality customer contact.

Course content

• Take ownership and be the driver of customer service
• Identify the key concepts and components of customer service excellence
• Learn how to provide a superior level of service to both internal and external customers
• Understand the dynamics of why customers remain loyal
• Respond proactively to any customer situation by utilising key communication skills
• Improve listening, empathy and assertiveness techniques
• Deliver quality customer service through cooperation, flexibility and collaboration
• Demonstrate positive language and telephone courtesy techniques
• Communicate proactively, by going the extra mile.

Course objectives

• Identify the small differences that can make a big difference in customer service
• Make the most of sales and customer service Opportunities
• Develop confidence in customer interactions with callers
• Use the Information Gathering Model to evaluate how to best meet their caller’s needs.

Course content

• Communication: practice active listening supported with meaningful oral and written information
• Customer experience: leverage positive experiences to create customer loyalty and long-term relationships
• Attitude: maintain a friendly, positive, and enthusiastic outlook
• Interpersonal skills: display a consistent ability to build solid relationships inside and outside the organization
• Adaptability: be open-minded. Demonstrate flexibility when faced with changes
• Customer acquisition: identify and convert prospects into customers who are champions for your organization.

Objectifs de la formation

À l’issue de la formation, le ou la stagiaire aura appris à :
• Valoriser son image personnelle
• Prendre en confiance en lui/elle.

Contenu de la formation

Le savoir-vivre
• L’hygiène
• Les règles de vie et de comportement
• Une apparence soignée.

Couleurs et personnalité
• Définir le type de saison
• Trouver les couleurs qui vont le mieux
• Rechercher les couleurs complémentaires
• La connotation psychologique des couleurs.

Le maquillage
• Préparer la peau
• Choisir l’harmonie qui met en valeur
• Apprendre à se maquiller
• Utiliser les accessoires de maquillage.

La coiffure
• Le soin des cheveux
• La coupe et la couleur des cheveux selon le visage et la personnalité.

Course objectives

Acquire the basic skills necessary for the admission and completion of the CCA exam.

Course content

• General theoretical knowledge of aviation and aviation regulations
• Duties and responsibilities of cabin crew
• Communication
• Introductory course on human factors (HF) and crew resource management (CRM)
• Passenger handling and cabin surveillance
• Aero-medical aspects and first aid
• Dangerous Goods
• Security
• Fire and smoke training
• Survival.

Please note that the above programme is compliant with EASA Aircrew Regulation Part-CC and is thus for people wishing to work as a Cabin Crew in commercial air transport within a Member State of the European Community.

Course objectives

Ensure the flight operation (check-in and boarding) in complete autonomy and in accordance with airlines procedures.

Course content

• Management of passenger flows and orientation
• Check-in passenger procedures
• Boarding passenger procedures
• IATA regulation and codes
• Airlines procedures
• How to help wheelchair users make transfers into and out of a wheelchair
• Escort passengers with visual impairment
• Understanding and handling equipment of disabled persons
• Experience reports
• Refreshing existing knowledge of first aid.

Course objectives

• Understanding what can trigger a conflict
• Implement a standby situation
• Anticipate crisis situations.

Course content

• Difference between crisis and conflict
• The different types of conflicts
• Analysis and anticipation methods
• Indicators
• Mechanisms of atmosphere deterioration
• Development of the good attitudes in conflict
• Knowledge of the different ways to respond
• Development of positive behaviors
• Turning conflicts into opportunities.