Incidents involving unruly passengers are an ongoing concern for airlines and authorities. They are happening in all parts of the world and in all travel classes.
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How to identify early signals of potential disruptive situations?
We have designed an online eLearning course as to how to identify early signals of potential disruptive situations and how to handle these challenging customer service situations.
Our unique Virtual Trainer simulations enable learners to practice these challenging situations in a safe and interactive environment.
This online eLearning course is designed 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.
Course content
Introduction
Preventive measures for risks in the working environment
Facing a threatening customer
Practical real-life scenarios
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
Acting in and after a threatening situation
Course Summary
Final test
Course duration
Time required to study this course is 1 hour.
This course is designed for personnel working in:
Booking
Check-in
Gate Services
Lounges
Arrival services
Cabin Attendants
Other curstomer service roles
Certificate awarded
Upon successful completion of the final test, a participant will be awarded with an eCertificate.
Course references
IATA Guidance on Unruly Passenger Prevention and Management.
Pricing
80 EUR per user. If you have 10 or more users, ask for a special price.
Would You Like to Know More?
Please don’t hesitate to contact me for more information.
With best regards,