Threatening Customers eLearning
Incidents involving unruly passengers are an ongoing concern for airlines. They are happening in all parts of the world and in all classes of travel. And the fallout from each incident cuts across many aviation sectors, including safety, security, legal and flight operations.
There are different guidance and specifications related to company policy, procedures, and training. This eLearning course helps to identify early signals of potential disruptive situations and how to handle these challenging customer serviced situations.
This course is designed for
Airline and ground handling personnel who work in direct, phone or online contact with customers. These include personnel working in booking, check-in, gate, lounge, tax-free shops, cabin and arrival services, etc.
Upon completion of this course, a course participant will be able to:
understand what can trigger a customer’s aggression and the forms it can take.
identify threatening customer service situation.
know how to deal with threatening customers in service situations on the ground and in the air.
understand the importance of post-incident care.
Preventive measurements for risks in the working environment
Facing a threatening customer
Practical real-life scenarios
Case 1 – Telephone service
Case 2 – Check-In
Case 3 – Passenger boarding at Gate
Case 4 – During Flight
Case 5 – During Flight
Case 6 – Arrival Service
Acting in and after a threatening situation
Time required to study this course is 1 hour.
Upon successful completion of the final test, a participant will be awarded with an eCertificate.
Final test information
Final test delivery method: Non-supervised online test can be taken in the end of the course
Final test format: Multiple choice questions
Number of questions: 20 (drawn from a question bank)
Pass mark: 80% correct answers
IATA Guidance on Unruly Passenger Prevention and Management
Final test information
We offer different pricing options
Pay Per Use
Access for one or more persons whenever needed
Discounted prices available for multiple purchases
Priced by the number of employees and selected courses
Unlimited use of selected courses
Monthly subscription fee at discounted price
Dedicated training portal according to clients’ brand
Need some tailoring?
This course can be tailored on request with client specific content and look & feel.
Or fully tailored eLearning
courses for your company?
Tailor-made courses on any training subject are available on request at competitive price.
How to register?
This eLearning course is only available for companies, not for private individuals. Course is available in all locations globally 24/7. Course can be studied immediately after purchase.
To learn more about the prices and other details, please send email to email@example.com