IATA Passenger Ground Services (PGS)

  • Address: Wingsway Training Institute, 304- Safa C Next to Burjuman Metro station - Exit 1, Adjacent to Max Khalid Bin Al Waleed Road Bur - Dubai, UAE (Map)
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Price: AED 4,500

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The IATA Passenger Ground Services (PGS) course provides comprehensive knowledge on all aspects of passenger handling and ground services in line with international standards. It is ideal for anyone working in or aspiring to work in ground handling operations, airport customer service, or passenger support roles.

Learning Objectives

Upon completion of the course, participants will be able to:

  • Understand the operational standards and responsibilities of a passenger service agent.
  • Apply IATA’s recommended procedures for passenger and baggage handling.
  • Deliver effective customer service while ensuring passenger safety and security.
  • Handle passengers with special needs, irregular operations, and difficult situations.
  • Understand the importance of compliance with aviation regulations and safety procedures.

Key Topics Covered

  • Introduction to the air transport system
  • Airport and aircraft familiarization
  • Check-in procedures and systems (e.g., CUTE)
  • Baggage handling and tagging
  • Special service requests (SSR codes)
  • Passenger boarding and disembarkation
  • Customer service principles and conflict resolution
  • Irregular operations (delays, cancellations, missed connections)
  • Safety and security procedures
  • Communication skills and cultural awareness
  • Emergency procedures

Target Audience

  • Passenger service agents
  • Ground handling staff
  • Airline and airport customer service agents
  • Career starters in aviation services

Duration

60hours

Delivery Method

  • Classroom or Online (self-paced or instructor-led)

Certification

Upon successful completion of the course and final examination, participants receive an IATA Certificate in Passenger Ground Services.

Add-Ons:

Intership at the airport, Air craft visit.

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About the instructor

Our Trainer possess in-depth knowledge and practical experience in:

  • Airport & Airline Operations: Understanding the workflow and coordination between airlines and airports.
  • Computer Reservations Systems (CRS) & Departure Control Systems (DCS): Proficiency in systems like Amadeus, Galileo, or Sabre.
  • Passenger & Baggage Handling Procedures: Including check-in, boarding, and baggage reconciliation.
  • Dangerous Goods Regulations (DGR): Awareness of regulations pertinent to passenger service agents.
  • Aviation Security Procedures: Ensuring compliance with safety standards for passenger and baggage transport.
  • Customer Service Excellence: Managing passenger interactions and providing superior service in demanding environments .

Instructional Competence

  • Effective Communication Skills: Ability to present to audiences and convey information clearly.
  • Desire to Teach: A genuine interest in educating and mentoring others.
  • Trainer Certification: Completion of an organization's internal or external "Train the Trainer" program.
  • Observation & Practice: Experience in observing a qualified trainer and conducting initial training sessions under supervision .

Continuing Professional Development

To maintain trainer certification:

  • Recurrent Training: Participate in workshops, peer reviews, or refresher courses.
  • Regular Course Delivery: Conduct at least one training session every 24 months for each discipline.
  • Re-certification: Complete any required re-currency training courses if unable to meet the above criteria .

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