LAPT
London Academy of Professional Training
Certificate
Level 2-3
Foundation
Aviation Industry
Certificate in Airport Passenger Handling
REF: AV-PSE-F
Prerequisites
None
Awarding Body: LAPT — London Academy of Professional Training
Curriculum Overview
1
Problem-solving in Passenger Services
Understanding Passenger Needs and Expectations
Identifying and Analyzing Common Passenger Problems
Developing Effective Problem-solving Techniques
Implementing Solutions and Enhancing Passenger Experience
2
Technology in Passenger Handling
Understanding Technological Systems in Passenger Handling
Digital Check-In and Boarding Innovations
Enhancing Passenger Experience Through Mobile and Web Applications
Future Technologies and Trends in Passenger Handling
3
Effective Communication Techniques
Understanding the Basics of Passenger Communication
Verbal and Non-Verbal Communication Skills
Handling Challenging Situations and Conflict Resolution
Cultural Sensitivity and Inclusivity in Passenger Interaction
4
Safety and Security Protocols
Understanding Airport Security Protocols
Passenger Safety Procedures and Roles
Advanced Screening Techniques and Technologies
Crisis Management and Emergency Response
5
Customer Service Excellence
Understanding Customer Needs and Expectations in Aviation
Effective Communication Techniques with Passengers
Managing Stress and Challenging Situations with Passengers
Enhancing the Passenger Experience through Service Excellence
6
Introduction to Airport Operations
Understanding the Airport Ecosystem
Passenger Check-in and Baggage Processing
Security Procedures and Compliance
Passenger Experience and Customer Service Excellence
Assessment Breakdown
Passing Mark: 300 / 500 (60%)
How to Enrol
Website: lapt.org
Email: info@lapt.org
Phone: +44 7513 283044
Address: 85 Great Portland Street, W1W 7LT, United Kingdom
Hours: Monday – Friday, 9AM – 5PM