Airport Total Quality and Customer Service

Conceptualize Total Quality Management (TQM) for airports, providing practical guidelines and case studies of how TQM concepts can be incorporated into the respective strategies of a business strategy, going beyond the compliance phase. Introduce and explain how Customer Experience goes beyond the simplistic approach of airport customer service, in order to provide the framework that will deliver a seamless and memorable experience that will meet passengers’ expectations.

Course Code: TAPG-33-VC

Course format

• The live sessions of this virtual classroom course are delivered by an official IATA Instructor.
• The course will take you approximately 20 hours to complete and be held over 5 consecutive days.
• There will be 2 live interactive virtual classroom sessions per day, each session will be 120 minutes.
• The live sessions will require your participation, with multiple Q&A sessions and additional time spent on self-study material including projects, research, additional reading and videos.
• Student performance will be based on an assessment.

Technical requirements

Please verify your hardware, software and network to support your upcoming course with IATA Training.

Prerequisites

• Participants should have prior knowledge of airport business and operations.
• Recommended level is Intermediate and Advanced.
• The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages.

How to register

• When you click the Register button, you will be directed to log in to your Training Account. Please have your login details ready.
• Register early and save up to 25% at our Training Centers! Please read the Terms and Conditions for the early bird discount. The discount will be calculated at the time of payment.

To arrange in-house training for your company: Complete the in-house training request form or contact the B2B Training Specialist in your region.