Advanced Certificate Programme in  AVIATION SERVICE MANAGEMENT

Program Overview

The Advanced Certicate Course on Aviation Service Management is designed to equip professionals with comprehensive knowledge and skills pertinent to the dynamic aviation industry. This course delves into various facets of aviation service management, encompassing airport operations, airline management, aviation safety, customer service, and regulatory frameworks. Participants will explore the intricacies of ground services, in-ight services, and the critical aspects of logistics and supply chain management, specic to aviation. The programme will also help the participants critically examine how the Internet, social media and AI are changing airline customer service. The curriculum integrates theoretical knowledge with practical applications, facilitated through case studies, simulations, and industry expert insights, ensuring a holistic understanding of the eld on how airlines are keeping up with these changes to meet customer needs and stay competitive.

Who Should Attend This Program

This programme is ideal for individuals who are passionate about the aviation industry and aspire to build a career in aviation services. This course is particularly benecial for recent graduates in elds such as aviation, hospitality, tourism, and business management, who are seeking specialized knowledge and skills to enhance their employability in the aviation sector. Additionally, professionals already working in the aviation industry, such as airline sta, airport managers, ground service personnel, and those in customer service roles, will nd this course valuable for advancing their careers and gaining a competitive edge through advanced training and updated industry practices.

Program Duration And Flow

The programme's duration is 3 months, encompassing 60 instructional hours, with select sessions conducted in workshop format.

Mode Of Delivery

The learning sessions will be conducted on weekends in an online live (synchronous) format.

Learning Outcomes

Understanding Aviation Industry Basics:
Learners will grasp fundamental concepts and terminology - phonetics and SSR codes related to the aviation industry, including key players, regulations and industry trends.

Communication Skills:
Develop eective communication skills tailored to various customer interactions, including in-person, telephonically, and digital channels. This includes active listening, clarity, empathy and professionalism.

Crisis Management and Problem Solving:
Equip learners with the ability to handle challenging situations calmly and eciently, such as flight delays, cancellations and customer complaints, while maintaining a focus on passenger
safety and satisfaction.

Product and Service Knowledge:
Ensure a comprehensive understanding of the airline's product, services, policies and procedures to provide accurate information and assistance to customers.

Cultural Sensitivity and Diversity:
Promote an awareness of cultural dierences and diversity among passengers and colleagues, promoting inclusive and respectful interactions.

Conflict Resolution:
Develop strategies for de-escalating conicts and resolving disputes eectively and amicably, with the aim of achieving a positive outcome for both the customer and the airline.

Teamwork and Collaboration:
Cultivate teamwork skills to collaborate with colleagues across various departments, fostering a cohesive and supportive work environment focussed on delivering excellent customer service.

Technology Proficiency:
Familiarise learners with the airline's booking systems, self-service kiosks, mobile apps and other technological tools to assist customers eciently and enhance their overall experience.

Safety and Security Awareness:
Emphasise the importance of prioritising passenger safety and security at all times, adhering to established protocols and procedures and remaining vigilant to potential threats.

Continuous Improvement:
Encourage a mindset of continuous learning and improvement, empowering employees to seek feedback, identify areas for growth and implement innovative solutions to enhance the customer experience.

Learning Methodology

The learning methodology will include interactive sessions/lectures by experts from the industry, Q/A, discussion, case studies, expert- guided learning.

Course Material

The learning methodology will include interactive sessions/lectures by experts from the industry, Q/A, discussion, case studies, expert- guided learning.

Assessment And Certification

The participants will be assessed on the basis of assignments and the nal exam. Assignments will account for 50% of the grade, with the nal exam carrying the remaining 50% weightage. Upon successful completion of the programme, the participants will be awarded with the “Certicate of Success” by All India Management Association.