The Passenger Service Agent course is a preparation course for understanding the requirements of working in the airport either for an airline or possibly a ground handling agency. Positions such as customer service roles check in, reservation and ground crew are some of the positions you may look into once completing this course.

Many airlines have acknowledged that for such a busy work environment it is great for many prospective employees to undertake a preparatory course to understand the requirements of the job positions.

By doing this course you are able to understand what is expected to be common knowledge when working in the aviation industry, what you may need to prepare for if you were to gain an interview with an airport or airline and the training that will commence once you are successful in gaining a job.

The course is self-paced and able to be completed well within 12 months depending on your work load.


Course Outline
Course Code: 
100 hours - Access for 12 months
Statement of achievement
Lesson Structure: 
  1. The Aviation Industry
  2. Types Of Airlines
  3. Regulatory Authority
  4. Geography
  5. Airport Codes
  6. Time & Time Zones
  7. Aviation Terminology
  8. Aircraft Familiarization
  9. Theory of Flight
  10. Airport & Ground Procedures
  11. Airport Flight Handling Agencies
  12. Customer Service
  13. Ticketing
  14. Passports & Visas
  15. Foreign Currency
  16. Baggage
  17. Airport Security & Emergency
  18. Ramp Safety


Aims - the learning objectives of the course: 
  • Understand the importance of codes to be used in the airport.
  • Increase customer service capabilities
  • Determine what the theory of Flight is.
  • Explain security, emergency and safety procedures at the airport.
  • Refresh on geography.
  • Learn the different types of currency.
  • Familiarise yourself with airport terminology.