IATA Passenger Services Training Course
August 6, 2026
IATA Aviation
IATA certifications open the gateway to a world of opportunities across the Aviation, Travel and Tourism industry. Choose from our extensive set of IATA training programs – Cabin Crew, Passenger Ground Services, Airport Ramp Services, Foundation in Travel and Tourism and build an exciting career in aviation and travel.
IATA Passenger Services Training Course
- Overview
- Course Outline
- Association
Course Methodology
The IATA PASSENGER GROUND SERVICES training course utilizes a variety of individual and team exercises, assessments, videos and group discussions.
Course Objectives
Upon completing the course, participants will be able to understand:
- How airlines and airports operate in relation to the provision of passenger services.
- Passenger and baggage check-in and boarding procedures, including passengers with special needs.
- The regulatory requirements pertaining to passenger and baggage transport.
- How computer reservations and departure control systems operate.
- How to ensure safe and secure passenger and baggage transport.
- The requisites for delivering superior customer service.
- The latest trends and technological innovations in passenger services.
Target Audience
The IATA Passenger Ground Services training program is designed for Airline Passenger Service staff, Ground Handling Agents, Airport Operators, Civil Aviation Authorities and anyone wishing to pursue a career as a Passenger Service Agent.
Target Competencies
- Airport and Airline Operations
- Computer Reservations (CRS) and Departure Control Systems (DCS) functions.
- Check-in Procedures
- Handling Dangerous Goods
- Managing Passenger Interactions
- Aviation Security Procedures
- Passenger Facilities
Introduction
The IATA Passenger Ground Services training is a comprehensive program, covering the fundamentals of airport ground operations, preparing airline professionals to deliver the industry’s best passenger facilitation. It is designed to develop the skills required to provide assistance and related passenger services at the check-in, gate and concourse of the airport.
Module 1: Introduction to Airport & Airline Ground Operations
- The Airport as an Operational System
- Airline Ground Operational Requirements
- International Passenger & Baggage Carriage
- Regulatory Framework
Module 2: Computer Reservations and Departure Control Systems Function
- The Computer Reservations System
- The Departure Control System
Module 3: Check-In Procedures for Passengers and their Baggage
- Travel and Health Documentation
- Passenger Acceptance
- Baggage Acceptance
- Passenger Categories
- Arrival and Transfer Services
- Arrival and Transfer Services
Module 4: Conditions of Carriage, Boarding Procedures and Close-Out Messaging
- Conditions of Contract for Carriage of Passengers and Baggage
- Passenger Boarding Procedures and Flight
- Close-Out Messaging
Module 5: Dangerous Goods Regulations
- International DG Regulatory References
- Restrictions and Limitations
- Packaging, Marking and Labelling
- Dangerous Goods Emergency Procedures
Module 6: Managing Passenger Interactions
- Importance of Customer Service to the Business
- Handling Passenger Interactions
Module 7: Aviation Security Requirements for Passengers and Baggage
- The Need for Aviation Security
- ICAO International Conventions
- Passenger & Baggage Security Procedures
- Passenger and Baggage Reconciliation Procedures
- Bomb Threats and Responses to Them
Module 8: Enhanced Passenger Facilitation
- Purpose of Advance Passenger Processing
- CUSS, CUTE and CUPPS
- Role of PGSAs in a Fast Travel Program
Module 9: Future of the Industry
- Passenger Ground Services–Future Trends
- Your Future–Landing a Job in Aviation
The International Air Transport Association (IATA) is the leading trade association for the world’s airlines representing around 83% of total air traffic, providing high-value training programs and certifications.
Blue Ocean provides airline training programs, guided by global industry norms set and certified by IATA. We have a track record of mentoring thousands of airline professionals who are successfully placed on international profiles.
- Overview
Course Methodology
The IATA PASSENGER GROUND SERVICES training course utilizes a variety of individual and team exercises, assessments, videos and group discussions.
Course Objectives
Upon completing the course, participants will be able to understand:
- How airlines and airports operate in relation to the provision of passenger services.
- Passenger and baggage check-in and boarding procedures, including passengers with special needs.
- The regulatory requirements pertaining to passenger and baggage transport.
- How computer reservations and departure control systems operate.
- How to ensure safe and secure passenger and baggage transport.
- The requisites for delivering superior customer service.
- The latest trends and technological innovations in passenger services.
Target Audience
The IATA Passenger Ground Services training program is designed for Airline Passenger Service staff, Ground Handling Agents, Airport Operators, Civil Aviation Authorities and anyone wishing to pursue a career as a Passenger Service Agent.
Target Competencies
- Airport and Airline Operations
- Computer Reservations (CRS) and Departure Control Systems (DCS) functions.
- Check-in Procedures
- Handling Dangerous Goods
- Managing Passenger Interactions
- Aviation Security Procedures
- Passenger Facilities
- Course Outline
Introduction
The IATA Passenger Ground Services training is a comprehensive program, covering the fundamentals of airport ground operations, preparing airline professionals to deliver the industry’s best passenger facilitation. It is designed to develop the skills required to provide assistance and related passenger services at the check-in, gate and concourse of the airport.
Module 1: Introduction to Airport & Airline Ground Operations
- The Airport as an Operational System
- Airline Ground Operational Requirements
- International Passenger & Baggage Carriage
- Regulatory Framework
Module 2: Computer Reservations and Departure Control Systems Function
- The Computer Reservations System
- The Departure Control System
Module 3: Check-In Procedures for Passengers and their Baggage
- Travel and Health Documentation
- Passenger Acceptance
- Baggage Acceptance
- Passenger Categories
- Arrival and Transfer Services
- Arrival and Transfer Services
Module 4: Conditions of Carriage, Boarding Procedures and Close-Out Messaging
- Conditions of Contract for Carriage of Passengers and Baggage
- Passenger Boarding Procedures and Flight
- Close-Out Messaging
Module 5: Dangerous Goods Regulations
- International DG Regulatory References
- Restrictions and Limitations
- Packaging, Marking and Labelling
- Dangerous Goods Emergency Procedures
Module 6: Managing Passenger Interactions
- Importance of Customer Service to the Business
- Handling Passenger Interactions
Module 7: Aviation Security Requirements for Passengers and Baggage
- The Need for Aviation Security
- ICAO International Conventions
- Passenger & Baggage Security Procedures
- Passenger and Baggage Reconciliation Procedures
- Bomb Threats and Responses to Them
Module 8: Enhanced Passenger Facilitation
- Purpose of Advance Passenger Processing
- CUSS, CUTE and CUPPS
- Role of PGSAs in a Fast Travel Program
Module 9: Future of the Industry
- Passenger Ground Services–Future Trends
- Your Future–Landing a Job in Aviation
- Association
The International Air Transport Association (IATA) is the leading trade association for the world’s airlines representing around 83% of total air traffic, providing high-value training programs and certifications.
Blue Ocean provides airline training programs, guided by global industry norms set and certified by IATA. We have a track record of mentoring thousands of airline professionals who are successfully placed on international profiles.
