Incidents involving unruly passengers are an ongoing concern for airlines. They are happening in all parts of the world and in all classes of travel. And the fallout from each incident cuts across many aviation sectors, including safety, security, legal and flight operations.
There are different guidance and specifications related to company policy, procedures, and training. We wanted to provide an eLearning course to identify early signals of potential disruptive situations and how to handle these challenging customer serviced situations.
Practical real-life scenarios
This course gives practical skills as to how to deal with threatening customers in service situations on the ground and in the air.
Facing a threatening customer – Guidance on how to act in a threatening customer service situation with practical exercises on the ground and in the air:
- Case 1 – Telephone service
- Case 2 – Check-In
- Case 3 – Passenger boarding at Gate
- Case 4 – During Flight
- Case 5 – During Flight
- Case 6 – Arrival Service
It also covers preventive measures for risks in the working environment and how to act after a threatening situation.
Who is this course for?
This online training is made for airline and ground handling personnel who work in direct, phone or online contact with customers. These include personnel working in booking, check-in, gate, lounge, tax-free shops, cabin and arrival services etc.
Do you want to know more?
Please send me an email to get more information.
With best regards,