Advanced Certificate Programme in Aviation Service Management 

offered by All India Management Association

Introduction to Indian Aviation Industry

History of the Indian aviation sector
Overview of the current Indian aviation sector
Regulatory bodies and key stakeholders
Introduction to airport operations

Airport Terminology and Structure
Aviation Phonetics
Commonly used terms and abbreviations
Understanding airport layout and facilities
Role of various departments in airport operations - Reservations & Ticketing/ Inight/ Customs & Immigrations, Cargo, Engineering, Catering, Security

Better Standard of Customer Service
Airline Industry Changes – Evolving customer prole
Customer Service in the age of the customer
Airline customer service standards

New Trends in Customer Service

New trends in customer service channels
Multichannel customer service
Customer service touchpoints

Customer Perceptions
Customer service and eective
communication (PartI)
Importance of listening in customer service
Verbal and non-verbal communication

Customer Contact techniques

Meet the customer
Non Face-to-Face communication in customer service
Digital media - new methods of reaching out to the customer

Passenger Handling and Check-in Procedures
Handling customers at the counter
Check-in procedures and documentation
Handling passenger queries
Handling special requests
Case Study: Dealing with dicult passengers

Baggage Handling and Security Procedures

Baggage handling process
Screening procedures
Security regulations and screening – Understanding Security Restricted Articles
Lost and found procedures
Practical exercise: Baggage handling simulation
Understanding baggage tagging requirements & procedures