Aviation Customer Service Course

Booking Assistance:

It refers to the process of providing passengers with assistance in making flight reservations, changes, and inquiries apart from assistance in the booking process, including seat selection and special requests.

Check-In Services:

This is to provide passengers with various check-in options, such as online check-in, mobile check-in, and airport kiosks. Similarly, the airlines assist passengers in the check-in process and simultaneously address their issues.

Baggage Services:

It refers to the process of assisting passengers in baggage check-in and retrieval besides handling inquiries of the travelers regarding the lost or delayed baggage.

Airport Assistance:

This is to provide passengers with assistance and guidance at the airport terminal. Apart from this, the process involves the facilitation of a smooth and efficient transition via security and immigration processes.

In-Flight Services:

While providing passengers with in-flight services, such as meals, beverages, and entertainment, the airline staff needs to be attentive. The staff also needs to offer catering to special dietary requirements and provide passengers comfort during their journey. The in-flight services also required to address the requirements and concerns of passengers during the flight.

Special Assistance:

This is to provide passengers with assistance with special requirements or disabilities besides providing them with pre-boarding assistance and accommodations during their flight.

Communication and Updates:

It refers to the process of keeping passengers informed about the flight status, delays, and gate changes. The staff also needs to communicate relevant updates via various channels, such as announcements and electronic displays.

Post-Flight Assistance:

This is to assist passengers upon arrival and navigate them to the baggage claim and ground transportation. The staff also need to help travelers, having connecting flights, with connections and transfers.

Customer Service Centers:

These centers help passengers resolve their queries, get feedback, and address their complaints. These centers communicate with passengers via different channels, such as phone, email, and social media.

Frequent Flyer Programs:

It refers to the process of managing loyalty programs, where frequent travelers are rewarded with perks and benefits besides personalized services.

Customs and Immigration Assistance (International Travel):

This process refers to providing international travelers with assistance in the immigration and customs process. The airlines also provide these passengers with guidance and support for visa and entry requirements.