Module 1 – Introduction to Aviation Industry

Week 1

Lesson 1

• Introduction to Aviation
• Types of Airports
• Airport Departments
• Airline Structure

Lesson 2

• Airport Terminology
• IATA & ICAO
• Airline Codes
• Airport Codes

Lesson 3

• Passenger Journey
• Check-in Process
• Boarding Process
• Arrival Process

Lesson 4

• Roles of Airport Customer Service Staff
• Ground Handling
• Baggage Services
• Passenger Assistance

Practical Activity

• Airport terminology quiz
• Airport map exercise

Module 2 – Customer Service Excellence

Week 2

Professional Customer Care

• Principles of Excellent Customer Service
• Customer Expectations
• Positive Attitude
• Professional Appearance

Communication Skills

• Verbal Communication
• Telephone Skills
• Email Etiquette
• Active Listening

Difficult Customers

• Handling Complaints
• Conflict Resolution
• Emotional Intelligence
• Problem Solving

Passenger Assistance

• Elderly Passengers
• Children Travelling Alone
• Disabled Passengers (PRM)
• VIP Passengers

Practical Activity

• Role Play
• Customer Complaint Handling
• Greeting Passengers

Module 3 – Airport Operations

Week 3

Check-in Procedures

• Identity Verification
• Passport Checking
• Visa Awareness
• Boarding Pass

Baggage Handling

• Checked Baggage
• Cabin Baggage
• Restricted Items
• Dangerous Goods Awareness

Security Awareness

• Airport Security
• Passenger Screening
• Security Behaviour
• Emergency Procedures

Flight Information

• Delays
• Cancellations
• Rebooking
• Gate Changes

Practical Activity

• Mock Check-in Desk
• Boarding Simulation

Module 4 – Employment Preparation

Week 4

Professional Development

• CV Writing
• Cover Letter
• Interview Skills
• Professional Behaviour

Airport Recruitment

• Customer Service Interview Questions
• Group Assessment
• Teamwork
• Time Management

Health & Safety

• Manual Handling Awareness
• Fire Safety
• Equality & Diversity
• GDPR Basics

Final Revision

Practical Sessions

• Airport Check-in Simulation
• Passenger Greeting
• Customer Complaint Handling
• Boarding Announcement
• Telephone Practice
• Team Exercises
• Interview Mock Session

Assessment

Learning Outcomes

Students will be able to:

• Deliver excellent customer service.
• Communicate professionally with passengers.
• Understand airport procedures.
• Handle difficult situations confidently.
• Work effectively within airport teams.
• Demonstrate knowledge of aviation safety and security.
• Prepare for entry-level airport customer service roles.