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Airline customer service agent are the face of an airline as they are the first point of contact for a passenger these days. They work for both airline and ground handling companies. This position needs extensive customer service skills and technological skills as they handle airport departure control systems (DCS). IATA Passenger Ground Services course helps learners to understand the role of Passenger Ground Services Agents in an airport from check-in passengers, boarding passengers, baggage handling and several other ground handling formalities on routine basis.


On course completion candidates will have the skills to:

  • Describe airport and airline operations

  • List various departments involved in passenger and baggage handling at airports

  • Differentiate computer reservation system and departure control system

  • Understand check-in procedures for passengers and baggage, define airline terminologies, understand various methods of check-in, types of baggage, boarding procedures etc.

  • List dangerous goods regulations and dangerous goods handling procedures

  • Understand customer service skills and interactions

  • Describe Aviation security principles and practices

  • Understand the future technologies in airline passenger handling


  • Introduction to airport and airline operations

  • Computer Reservations (CRS) and Departure Control Systems (DCS) functions

  • Passenger and Baggage check-in procedures (airport and off-site)

  • Conditions of passenger and baggage carriage, boarding procedures and flight close-out messaging

  • Dangerous Goods regulations awareness for passenger service agents

  • Managing passenger interactions

  • Aviation security procedures for passenger and baggage transport

  • Enhanced passenger facilitation, latest innovations and career opportunities


IATA Passenger Ground Services course is recommended for:

  • Airline customer service agents

  • Airport Ground Handling Agents

  • Airport operators’ staff providing passenger services

  • Civil Aviation Authorities’ staff providing passenger services

  • Any individual who wishes to pursue a career as an Airline Passenger Service Agent


  • Online exam with remote supervision (OERS)

  • Total Number of Questions                        : 100

  • Exam Format                                                   : Multiple Choice Questions

  • Duration                                                            : 3 hours

  • Passing Grade                                                  : 60%

  • Distinction                                                        : 90%

  • Number of exam Attempts                         : 2