Airport Affected Passengers Handling Program

At the end of the program, participants will be able to

• Create a work environment where employees have the importance of willingness to provide service.
• Develop an effective plan and give clear instructions for handling passenger situations.
• Motivating employees and appreciating their efforts.
• Encouraging employees to apply regulations, procedures and standard service practices.
• Urging employees to solve passenger problems with confidence and competence.
• Effectively lead work teams to assist travelers.
• Implementing systems and procedures to solve problems and assist passengers in uncomfortable situations
• Using successful methods and means to control cases of anger and applying standard practices.
• Solve daily work dilemmas with confidence.

Evaluation Strategy

• tribal calendar
• Progressive calendar
• Final calendar
• Practical applications (individual, bilateral, group activities)
• Conversation and discussion.
• Brainstorming (brainstorming)
• Cooperative Learning

Course details

Service concept

• Introduction
• Working knowledge of the air transport industry
• Knowing the company’s clients
• Traveler’s Journey
• Service standards and practices

Communication skills and dealing with travelers

• communication skills
• Dealing with angry travelers
• Frequently Asked Questions from Travelers
• Implementation of public announcements
• Motivation and career development