Two Day Itinerary – Airline Customer Service Agent

This role is sometimes called Airport Passenger Service Agent

All our programmes are mapped to the UK Occupational Standards for Aviation and as such are all to UK/EU Worldwide aviation industry approved standards, our Airline Customer Service Agent training is all taught at our Bournemouth Boeing B737 Aviation &  Training Centre.

Our Two Day Airline & Aiport Diploma programme also includes a unique HSE Approved ‘Emergency First Aid at Work’ internationally recognised certification, so essential for a range of Airline & Airport roles and candidates who have these qualifications will be looked on much more favourably by airline/airport employers than those without this qualification.

Timings for programmes –

Each Day : 09.00 – 17.00 – registration from 08.30hrs

Classroom-based activities:

At our Boeing B737 Trainer & Aviation Centre at Bournemouth International Airport includes all of these:

• An introduction to the Aviation Industry
• Introduction to the Role of the Airline Customer Service Agent
• Physiological Aspects of flying and flight
• Aviation Geography, Times and Time Zones
• Aide Memoire on the main Regulatory Authorities
• Aviation Terminology, Phonetic Alphabet and Airport and Airline Codes
• The Airport and Ground Handling Procedures
• Key part of Airline/Airport Interview Techniques
• Airline/Airport Grooming, Appearance and Lifestyle
• Life in the Day of an Airline Customer Service Agent
• Completing Application Forms
• Group Work and Group Discussions
• Self-introduction – workshop session
• Completion of an HSE Approved ‘Emergency First Aid’ programme and fully certificated separately including: Responsibilities and reporting ~ What is Emergency First Aid? ~ Legislation ~ Action in an emergency ~ Primary survey ~ Secondary assessment ~ The respiratory system ~ Disorders of respiration ~ Adult basic life support ~ Foreign objects ~ Disorders of the circulation ~ Minor burns and scalds ~ Epilepsy ~ Wounds and bleeding ~ Resuscitation ~ Assessment of the situation ~ Choking ~ Dealing with an unresponsive casualty ~ Minor injuries ~ Seizures ~ Basic Hygiene in First Aid ~ Bleeding control ~ Shock ~ Aviation Context of Emergency First Aid at Work

Boeing B737 Trainer Aircraft & Aviation Centre – based activities:

Includes all the items below:-

• Check-in Duties – check-in passengers at one of our three check-in desks
• Lounge snack lunch service by students
• Airline/Airport Customer Service and Conflict Awareness
• Teamwork and introduction to:- Airline/Airport CSA Management
• Aviation Security and use of HHMD and security Devices
• “X-Ray” and Baggage Search inc: questionning, confiscation of prohibited items
• Departure Lounge Duties and Departure Passenger Address
• Handling Special Needs Passengers
• Boarding Passengers on to one of our aircraft inc: remote stands
• Denied Boarding procedures
• Flight Manifest/Loading Sheets and flight/cabin crew liaison
• Handling Arrival Flights inc: Passport Control and Customs clearance
• Dealing with Passenger queries inc: lost baggage etc.
• Completion of an HSE Approved ‘Emergency First Aid’ programme and fully  certificated separately

All sessions will include practical activities in our Bournemouth Boeing B737 Trainer & Aviation Centre shown in our other options above and the emphasis is on practical work rather than theoretical study although both will be included in the programme.

For Overseas students please see our separate webpage for further details.