Certificate in Airport Passenger Handling — Certification Brochure

Open PDF ⬇ Download PDF ← Back to Profile
London Academy of Professional Training
Certificate
Certificate in Airport Passenger Handling
Foundation Level
REF: AV-PSE-F  •  Aviation Centres  •  Passenger Services & Experience
6Subjects 24Chapters 120Classes 450Total Marks 60%Pass Mark LifetimeValidity
At a Glance
ReferenceAV-PSE-F
AwardCertificate
Assessment450 marks — 270 to pass (60%)
PrerequisitesNone
ValidityLifetime
Awarding BodyLAPT — London Academy of Professional Training
Curriculum
1 Customer Service Excellence 4 chapters · 20 classes  115 marks
• 1 Understanding Customer Needs and Expectations in Aviation — 5 classes
› 1.1 Exploring Customer Needs in Aviation
› 1.2 Analyzing Common Passenger Expectations
› 1.3 Identifying Key Factors in Customer Satisfaction
› 1.4 Strategies for Effective Communication with Passengers
› 1.5 Implementing Feedback for Enhanced Service
• 2 Effective Communication Techniques with Passengers — 5 classes
› 2.1 Understanding the Basics of Passenger Interaction
› 2.2 Developing Active Listening Skills for Effective Communication
› 2.3 Mastering Non-Verbal Communication with Passengers
› 2.4 Practicing Empathy and Patience in Customer Service
› 2.5 Applying Conflict Resolution Techniques in Real Scenarios
• 3 Managing Stress and Challenging Situations with Passengers — 5 classes
› 3.1 Understanding Stress Triggers in Airport Settings
› 3.2 Identifying Passenger Emotions and Reactions
› 3.3 Developing Active Listening Skills for Better Communication
› 3.4 Implementing De-escalation Techniques in Challenging Situations
› 3.5 Practicing Stress Management Strategies for Improved Service
• 4 Enhancing the Passenger Experience through Service Excellence — 5 classes
› 4.1 Understanding Passenger Needs and Expectations
› 4.2 Communicating Effectively with Diverse Passengers
› 4.3 Delivering Personalized Service Interactions
› 4.4 Managing Challenging Situations Gracefully
› 4.5 Implementing Feedback for Service Improvement
2 Effective Communication Techniques 4 chapters · 20 classes  45 marks
• 1 Understanding the Basics of Passenger Communication — 5 classes
› 1.1 Identifying Key Elements of Effective Passenger Communication
› 1.2 Understanding Passenger Needs and Expectations
› 1.3 Developing Active Listening Skills for Better Passenger Engagement
› 1.4 Practicing Clear and Concise Verbal Communication
› 1.5 Implementing Non-Verbal Techniques to Enhance Passenger Interactions
• 2 Verbal and Non-Verbal Communication Skills — 5 classes
› 2.1 Understanding the Basics of Verbal Communication
› 2.2 Exploring Tone and Word Choice in Passenger Interactions
› 2.3 Identifying Non-Verbal Cues and Body Language
› 2.4 Practicing Active Listening Techniques
› 2.5 Applying Combined Communication Skills in Real Scenarios
• 3 Handling Challenging Situations and Conflict Resolution — 5 classes
› 3.1 Understanding the Roots of Conflict in Airport Settings
› 3.2 Identifying Triggers and De-escalation Techniques
› 3.3 Practicing Active Listening and Empathetic Responses
› 3.4 Applying Conflict Resolution Frameworks in Real Scenarios
› 3.5 Reflecting on Personal Conflict Management Styles
• 4 Cultural Sensitivity and Inclusivity in Passenger Interaction — 5 classes
› 4.1 Understanding Cultural Differences in Communication
› 4.2 Identifying Biases in Passenger Interactions
› 4.3 Adapting Communication Styles for Inclusivity
› 4.4 Responding to Diverse Passenger Needs Effectively
› 4.5 Implementing Inclusive Practices in Real-Life Scenarios
3 Introduction to Airport Operations 4 chapters · 20 classes  65 marks
• 1 Understanding the Airport Ecosystem — 5 classes
› 1.1 Exploring the Airport Ecosystem: An Introduction
› 1.2 Identifying Key Airport Stakeholders and Their Roles
› 1.3 Understanding Airport Infrastructure and Facilities
› 1.4 Navigating the Passenger Journey: From Check-in to Boarding
› 1.5 Analyzing Airport Safety and Security Protocols
• 2 Passenger Check-in and Baggage Processing — 5 classes
› 2.1 Understanding Passenger Check-in Processes
› 2.2 Identifying Documents Required for Check-in
› 2.3 Executing Effective Baggage Drop Procedures
› 2.4 Managing Special Baggage Handling
› 2.5 Troubleshooting Common Check-in and Baggage Issues
• 3 Security Procedures and Compliance — 5 classes
› 3.1 Understanding Airport Security Protocols
› 3.2 Identifying Security Threats in Airports
› 3.3 Implementing Passenger Screening Procedures
› 3.4 Complying with Security Regulations
› 3.5 Responding to Security Breaches Effectively
• 4 Passenger Experience and Customer Service Excellence — 5 classes
› 4.1 Understanding Passenger Needs and Expectations
› 4.2 Exploring Key Elements of Customer Service Excellence
› 4.3 Implementing Effective Communication Strategies
› 4.4 Managing Challenging Situations with Passengers
› 4.5 Applying Feedback for Continuous Service Improvement
4 Problem-solving in Passenger Services 4 chapters · 20 classes  90 marks
• 1 Understanding Passenger Needs and Expectations — 5 classes
› 1.1 Identifying Diverse Passenger Profiles
› 1.2 Exploring Passenger Needs
› 1.3 Analyzing Passenger Expectations
› 1.4 Addressing Passenger Queries Effectively
› 1.5 Applying Problem-Solving Techniques to Enhance Passenger Experience
• 2 Identifying and Analyzing Common Passenger Problems — 5 classes
› 2.1 Understanding Passenger Behavior and Expectations
› 2.2 Identifying Frequent Passenger Complaints
› 2.3 Analyzing Root Causes of Common Issues
› 2.4 Developing Solutions for Frequent Problems
› 2.5 Implementing Problem-Solving Strategies
• 3 Developing Effective Problem-solving Techniques — 5 classes
› 3.1 Understanding Problem Types in Passenger Services
› 3.2 Identifying Root Causes of Common Issues
› 3.3 Applying Critical Thinking to Passenger Problems
› 3.4 Developing Collaborative Solutions with Team Members
› 3.5 Evaluating the Effectiveness of Implemented Solutions
• 4 Implementing Solutions and Enhancing Passenger Experience — 5 classes
› 4.1 Identifying Passenger Issues
› 4.2 Analyzing Passenger Feedback
› 4.3 Developing Effective Solutions
› 4.4 Implementing Solutions in Real-Time
› 4.5 Evaluating and Enhancing Service Experience
5 Safety and Security Protocols 4 chapters · 20 classes  45 marks
• 1 Understanding Airport Security Protocols — 5 classes
› 1.1 Exploring the Purpose of Airport Security Measures
› 1.2 Identifying Key Security Checkpoints and Procedures
› 1.3 Recognizing Banned Items and Prohibited Behaviors
› 1.4 Understanding the Role of Security Personnel
› 1.5 Responding to Security Alerts and Emergencies
• 2 Passenger Safety Procedures and Roles — 5 classes
› 2.1 Understanding Passenger Safety Responsibilities
› 2.2 Identifying and Assessing Safety Risks
› 2.3 Implementing Passenger Screening Procedures
› 2.4 Coordinating Emergency Response Protocols
› 2.5 Evaluating Passenger Safety Protocols
• 3 Advanced Screening Techniques and Technologies — 5 classes
› 3.1 Understanding Advanced Screening Technologies
› 3.2 Analyzing Security Protocols for Passenger Screening
› 3.3 Implementing X-Ray and Body Scanner Techniques
› 3.4 Evaluating Threat Detection Algorithms
› 3.5 Enhancing Screening Efficiency and Accuracy
• 4 Crisis Management and Emergency Response — 5 classes
› 4.1 Understanding Crisis Management Frameworks
› 4.2 Identifying Types of Airport Emergencies
› 4.3 Implementing Initial Response Procedures
› 4.4 Coordinating with Emergency Services
› 4.5 Evaluating Emergency Response Effectiveness
6 Technology in Passenger Handling 4 chapters · 20 classes  90 marks
• 1 Understanding Technological Systems in Passenger Handling — 5 classes
› 1.1 Exploring Digital Check-In Systems
› 1.2 Navigating Automated Baggage Handling
› 1.3 Understanding E-Gate Functionality
› 1.4 Analyzing Security Screening Technologies
› 1.5 Implementing Passenger Information Systems
• 2 Digital Check-In and Boarding Innovations — 5 classes
› 2.1 Understanding Digital Check-In Processes
› 2.2 Exploring Mobile and Online Check-In Options
› 2.3 Implementing Biometric Boarding Techniques
› 2.4 Analyzing Self-Service Technologies in Airports
› 2.5 Evaluating Security and Efficiency of Digital Innovations
• 3 Enhancing Passenger Experience Through Mobile and Web Applications — 5 classes
› 3.1 Exploring Mobile and Web Technologies in Passenger Handling
› 3.2 Analyzing Key Features of Passenger Apps for Enhanced Experience
› 3.3 Understanding the Role of User Interface and User Experience (UI/UX)
› 3.4 Evaluating Case Studies of Successful Airport Mobile Applications
› 3.5 Implementing Passenger Feedback to Improve Digital Services
• 4 Future Technologies and Trends in Passenger Handling — 5 classes
› 4.1 Understanding Biometrics in Passenger Processing
› 4.2 Exploring Artificial Intelligence for Enhanced Passenger Experience
› 4.3 Integrating Internet of Things (IoT) in Airport Operations
› 4.4 Applying Blockchain for Secure and Efficient Passenger Transactions
› 4.5 Evaluating the Impact of Virtual and Augmented Reality in Passenger Engagement
LAPT — 85 Great Portland Street, W1W 7LT, London, United Kingdom
info@lapt.org  •  +44 7513 283044  •  lapt.org		 UKPRN 10067351  •  Company 4984798
Curriculum current at the date of issue.