Passenger Service Agent Course

Lesson 1 • Airport Layout and Terminology

Introduces airside and landside zones, gate areas, and standard aviation abbreviations. Accurate navigation and terminology use are practiced throughout the course.

Lesson 2 • Regulatory Framework for Passenger Services

Outlines the regulatory bodies and compliance obligations governing passenger handling. Students recognize how regulations shape daily PSA procedures.

Lesson 3 • The Airline Industry Overview

Covers the structure of commercial aviation, including carriers, alliances, and ground handlers. Establishes industry context essential for all subsequent chapters.

Lesson 1 • Check-In Irregularities and Corrections

Addresses name discrepancies, duplicate bookings, and involuntary changes at check-in. Students follow escalation protocols to resolve issues without flight delays.

Lesson 2 • Reservation Systems and Booking Records

Introduces passenger name records, booking codes, and reservation system navigation. Accurate record retrieval underpins every check-in transaction.

Lesson 3 • Counter Check-In Workflow

Covers the step-by-step counter check-in process from greeting to boarding pass issuance. Students apply document verification and seat assignment skills.

Lesson 4 • Self-Service and Kiosk Check-In

Explains kiosk functionality and how PSAs assist passengers using self-service options. Reduces queue pressure while maintaining service quality.

Lesson 1 • Inadmissible Passengers and Deportees

Addresses handling of passengers refused entry and deportee escort procedures. Students follow airline and authority protocols to manage sensitive cases professionally.

Lesson 2 • Passport and Identity Document Verification

Teaches inspection of passports, national IDs, and biometric data pages for authenticity. Students identify document anomalies and apply verification protocols.

Lesson 3 • Visa and Entry Requirement Checks

Covers visa types, transit requirements, and destination entry conditions by passenger nationality. Students use reference tools to confirm compliance before check-in.

Lesson 1 • Baggage Acceptance and Tagging

Teaches the physical acceptance process, weight measurement, and baggage tag generation. Correct tagging prevents misrouting and downstream handling errors.

Lesson 2 • Baggage Irregularity Management

Covers delayed, damaged, and lost baggage reporting and tracing procedures. Students file property irregularity reports and manage passenger expectations effectively.

Lesson 3 • Baggage Allowance Policies

Covers checked, carry-on, and personal item allowances across fare classes and routes. Students calculate allowances and communicate policies clearly to passengers.

Lesson 4 • Dangerous Goods Awareness

Identifies prohibited and restricted items in passenger baggage per international safety standards. Students screen baggage declarations and escalate dangerous goods correctly.

Lesson 1 • Boarding Announcements and Communication

Teaches scripted and adaptive boarding announcements for various flight situations. Clear communication reduces passenger confusion and accelerates boarding.

Lesson 2 • Flight Close-Out and Departure

Covers final passenger counts, load sheet coordination, and gate closure procedures. Accurate close-out data ensures safe and on-time aircraft departure.

Lesson 3 • Priority and Special Needs Boarding

Addresses boarding sequences for unaccompanied minors, passengers with disabilities, and premium travelers. Students apply inclusive service practices at the gate.

Lesson 4 • Gate Setup and Pre-Boarding Tasks

Covers flight information display updates, gate equipment checks, and pre-boarding coordination with the ramp team. Proper setup prevents boarding delays.

Lesson 1 • Passengers with Medical Conditions

Addresses medical clearance requirements, in-flight medical equipment, and fitness-to-fly assessment. Students identify when to request medical clearance before acceptance.

Lesson 2 • Unaccompanied Minors

Explains acceptance criteria, documentation, and supervision requirements for unaccompanied minors. Students maintain chain-of-custody from check-in through arrival handoff.

Lesson 3 • Passengers with Reduced Mobility

Covers wheelchair request codes, assistance equipment, and coordination with ground handlers. Students ensure seamless mobility assistance from check-in to aircraft door.

Lesson 4 • VIP, CIP, and Frequent Flyer Handling

Teaches recognition and service protocols for premium, corporate, and loyalty program passengers. Students deliver elevated service while maintaining operational efficiency.

Lesson 1 • Passenger Rebooking and Reprotection

Covers rebooking logic, alternate routing, and interline reprotection options during disruptions. Students prioritize passengers by connection risk and fare class.

Lesson 2 • Communication During Disruptions

Teaches proactive passenger communication strategies during irregular operations. Timely, accurate updates reduce passenger anxiety and complaint escalation.

Lesson 3 • Types of Irregular Operations

Defines delays, cancellations, diversions, and ground stops and their operational causes. Understanding disruption types enables faster and more accurate recovery responses.

Lesson 4 • Denied Boarding and Overbooking

Addresses voluntary and involuntary denied boarding procedures and compensation standards. Students solicit volunteers and apply involuntary bumping rules fairly.

Lesson 1 • Disruptive Passenger Management

Addresses recognition, de-escalation, and reporting of disruptive or intoxicated passengers. Students apply graduated response protocols to protect flight safety.

Lesson 2 • Emergency Response at the Gate

Covers medical emergencies, evacuation support, and bomb threat procedures at the gate. Students execute emergency roles calmly and in coordination with airport authorities.

Lesson 3 • Incident Reporting and Documentation

Teaches accurate completion of security and safety incident reports for regulatory compliance. Thorough documentation supports investigations and continuous safety improvement.

Lesson 4 • Aviation Security Fundamentals

Covers security threat categories, access control, and the PSA's role in the security chain. Students recognize security responsibilities embedded in routine service tasks.