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Airline Customer Service: Strategy Design and Implementation

By: International Air Transport Association (IATA)

United States of America (USA)

14 - 16 Jun, 2016  3 days

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USD 2,100

Understand the concepts and processes required to design and implement a successful customer service strategy at an airline. Improve the way your employees handle customer interactions and emergency situations, and learn how to develop a customer service culture in your team. With the help of industry case studies and hands-on exercises, build your own strategy proposal during the course.

What you will learn

At the end of this course you will be able to:

  • Design a customer service strategy and implementation plan to deliver consistently superior service across different customer touch points
  • Identify current trends, issues and opportunities related to the design and implementation of an effective customer service strategy
  • Understand the role of the customer service strategy and proposition within an airline’s vision, mission and brand positioning statements

Course Content

  • State of the airline industry and key performance indicators
  • Airline business models and strategies
  • Brand and customer service value propositions
  • Airline customer service touch point, benchmark and best practices analysis and development
  • Airline customer service training content design and implementation
  • Processes and activities during irregular operations and contingency planning


  • Case studies
  • In-class presentation

Who Should Attend?

  • Frontline supervisory staff
  • Airline managers
  • Customer service managers

Certificate Awarded

An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on all exercises and exams. A special distinction is awarded to participants obtaining a grade of 90% or higher.

United States, Miami Jun 14 - 16 Jun, 2016
USD 2,100.00(Non-Member)
USD 1,785.00(Member)
USD 1,470.00(Developing Nations)
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+41.22.770.2565, +41.79.735.1062

Early bird discount- Register before Mar 14, 2016 to save 20% off your price category