Airline & Airport Passenger Service Agents

The aims of the programme are to enable students to develop the skills to operate effectively in the aviation passenger service agent environment.

In turn a secondary aim is to help students intending a career in air transport industries to gain practical and relevant skills which will enhance their employability.

At the end of this programme, students will be able to:

• Understand the unique operating environment and requirements of staff engaged in passenger service occupations
• Identify the skills and characteristics required for passenger service agents to be effective
• Demonstrate an understanding of the verbal skills [and industry knowledge] required of passenger service agents
• Demonstrate an understanding of the written skills [and standards] required of passenger service agents
• Describe the essential features and equipment encountered in a passenger service agents environment
• Describe the service standards required of passenger service operatives

Unit One:

• Time Management, Suitability & Airline & Airport Preparation Standards
• Use time effectively and plan appropriately
• Understand the airline requirements for new airline or airport PSA's
• Understand the Assessment procedures used for aviation PSA's
• Identify the characteristics of working effectively in an aviation PSA team

Unit Two

• Introduction to Verbal Airline & Airport PSA Standards
• Complete and read effectively a P.A. script, memorising key features
• Identify correct techniques for using the P.A. system
• Identify correct answers to airline jargon terms
• Prepare for an effective self introduction

Unit Three

• Introduction to Written Airline & Airport PSA Standards
• Locate necessary and relevant information for research
• Carry out a research activity on a UK airline and present it effectively
• Completing a standard airline style test
• Complete a standard airline style application form

Unit Four

• Introduction to Effective Airline & Airport Service Standards
• Identify the key feature of the layout of a typical airport
• Identify relevant equipment and its use for a practical check-in scenario
• Prepare for situations requiring effective PSA service
• Apply airline & airport service to passenger needs and requests

Airline & Airport Passenger Service Agents Certificate

On successful completion of any course the Study House Certificate of Achievement will be awarded. Students can then sit the ASET examination. (a QCA approved awarding body) and gain a recognised award.

This is only an approximate figure and is dependant upon how much time you can dedicate to your studies and how well you grasp the learning concepts in the course material. Furthermore, at the end of each lesson there is a question paper that needs to be completed and returned to your tutor. You should allow at least 1 - 2 hours of study to complete each question paper.

The approximate amount of time required to complete the course is: 80 hrs.