Airport and ground operations processes involve several well defined activities that need to be completed on a timely basis for specific objectives to be achieved. In cases where such activities cannot be completed on time, certain decisions are required. Such decisions may result in a change in priorities or the activation of an alternative course of action. Most decisions can impact several of the partners concerned with the process and therefore the decisions should be made collaboratively. In practice this collaboration is often missing with the result that the decisions made adversely affect one or more partner and hence the overall operation.

In this course you will learn how to apply the techniques of collaborative decision making (CDM) in the context of airports (A-CDM) and ground operations, and how to unleash the power of shared information so that the impact of decisions on the work of the partners’ operations becomes visible. Learn how to build trust among partners to ensure the willingness to both share information and use the shared information, resulting in better informed decisions and increase the efficiency of airports and the on-time-performance of ground operations.

Understand aircraft de-icing standards and procedures as required by regulators, airlines, de-icing service providers and airport authorities.

Learn the aircraft marshaling and ramp hand signals based on the IATA standards in the Airport Handling Manual (AHM) and IATA Ground Handling Manual (IGOM).

This course covers the principles of ramp communications between the ground and cockpit crew. It is only offered on request as in-company training.

Lead your ramp team to the consistent servicing and turnaround of multiple aircraft types.

Learn the essential technical procedures for aircraft handling and loading to optimize the use of ground service equipment and manpower. This course also provides steps for building a safety culture and ensuring consistent on-time performance (OTP).

An all-encompassing course for newcomers to the field of load control.

Learn the theories and principles of weight and balance as per the standard IATA Design Manual and Automated Load Sheet. This course prepares you for the Load Controller certification.

Severe weather conditions cause several million dollars of damage each year due to disruption and delays. Preparation is key to minimizing the impact on your operations.

Through practical planning exercises and real-life examples, this one-of-a-kind course reviews operational obstacles due to weather and the solutions to address them. Explore planning tools and procedures that will help your airport respond to rare disturbances. Learn how to prepare your resources, equipment and staff to establish a proactive culture across your operations and organization.

Essential training for airside and landside operations managers.

Gain practical knowledge to manage key airport operations with high efficiency and safety. Understand and meet the operational requirements of main stakeholders: airlines, authorities, ground service providers, passengers, and freight forwarders.

Join the 615 Airport professionals from 77 countries who have upgraded their skills with this training since 2010.

The aircraft servicing and ground handling basics you need to start a career on the ramp.

Ramp handling services ensure the efficient turnaround of aircraft so that flights stay on schedule. This course offers an introduction to ramp services as well as the ground handling standards and safety requirements you need to know to work safely on the ramp.

Whether you are new to the industry or a recent recruit, this course provides a solid foundation for further professional development in the field of ground operations.

The aircraft servicing and ground handling basics you need to start a career on the ramp.

Ramp handling services ensure the efficient turnaround of aircraft so that flights stay on schedule. This course offers an introduction to ramp services as well as the ground handling standards and safety requirements you need to know to work safely on the ramp.

Whether you are new to the industry or a recent recruit, this course provides a solid foundation for further professional development in the field of ground operations.

This training program combines IATA's Airport Ramp Services course with Harvard ManageMentor (HMM), a state-of-the-art, media-rich training platform furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development.

This course teaches the basics of operational aviation security (AVSEC), providing an overview of the latest security issues, threats, and technological developments. With a focus on ICAO and IATA documentation, gain tools to implement international security procedures within your organization.

Skills to ensure a memorable customer experience at every customer touch point.

This intensive crash course in passenger services is designed to make you both customer-focused and knowledgeable in the many roles you may fill as a front-line employee. Course topics include customer service best practices, conflict management and the development of other soft skills combined with a review of international passenger and baggage handling standards.

Join the 602 Ground Operations professionals from 77 countries who have upgraded their skills with this training since 2010.

Included with this course: Amadeus Altéa Departure Control - Customer Management (Altéa DC-CM) e-Learning.

Upon completion of the Passenger Ground Services course you will be granted free access to an e-Learning course on the Departure Control System (DCS), Amadeus Altéa. This e-Learning includes lessons on the acceptance of passengers and baggage, seating, boarding and handling disruptions. It can be completed at your convenience and leads to an electronic certificate of completion.

See the Amadeus e-Learning technical requirements.

When a bag is mishandled then the cost to recover that bag is shared between airlines. There are certain rules and process that airlines have to follow, including recently updated IATA Resolution and new profiles. Learn baggage pro-rate from the moment of payment of passenger claim till the agreement is made and the settlement of pro-rate amounts between respective carriers takes place. Looking at various case studies, this course will help you better understand the essentials of the baggage proration process.

Baggage mishandling costs the air transport industry around US$2.9 billion annually. Correct baggage handling not only reduces costs but also contributes to facilitation and passenger comfort.

Learn to recognize baggage handling problems at the source and enhance your service efficiency by incorporating improved processes, infrastructure, and service management in your organization. Analyze the various airline service models and how to apply them to check-in, ramp and baggage claim procedures.

This interactive, flexible, and effective way of learning will teach you how to implement best practices in airside safety. There are many simultaneous activities that are carried out on the airside and each requires a level of awareness of safety and security. Learn about the airport environment, airside safety and security, traffic rules, aircraft danger zones, fire prevention and in the event of an incident, know the procedures to follow in fire action and how to administer first aid.

Learn the special ground service requirements for business aviation aircraft handling.

The business aviation sector handles more than 31,000 aircraft worldwide (EBAA), and this important niche market requires a high level of service and customization from fixed-base operators. Learn best practices in commercial airline ground operations to build a profitable business model. Equip yourself to meet client expectations and deliver consistent service.

Are your local staff and representatives prepared to speak to the media at a time of crisis?

Learn how to handle media response in an emergency situation from its onset, before the corporate media response team takes over. Gain communication skills to provide adequate and structured information to the media, while avoiding common errors that lead to confusion and negative attention.

Oficialice sus conocimientos en operaciones y prácticas tanto aéreas como terrestres.

Tools to make safety a priority in your organization.

A functional safety culture brings open communication, continuous improvement and increased productivity, but requires continuous effort from all levels of the organization. This course presents a rigorous approach to aligning organizational culture with safety culture, allowing you to reinforce safety in your organization and implement a Safety Management System (SMS).

Document control helps you ensure compliance with industry regulations and reinforce quality management within your organization. This hands-on course gives you a test environment to build your own document control procedures, including: process mapping, referencing and amendments. You will also learn how to maintain a document infrastructure and distribute control documents so that they are current and accessible to all stations.

The Emergency Response Plan (ERP) is an invaluable tool for all airport stakeholders, providing clear direction for action and exposing pain points that could aggravate a real response.

This course helps you to develop a response plan that brings together aircraft operators, airport authorities, ground service providers and state emergency response agencies.

Join the 460 Ground Operations professionals from 77 countries who have upgraded their skills with this training since 2010.

Control and supervise an airline station in a self-handled or outsourced environment.

Control and supervise an airline station in a self-handled or outsourced environment.

This training program combines IATA's trusted Ground Operations Management course with Harvard ManageMentor (HMM), a state-of-the-art, media-rich training platform furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development.

This course covers flight operations in hot weather conditions for Airbus aircraft, emphasizing operating considerations and resulting performance issues.

Effects of elevated temperatures on aircraft systems, and on thrust, lift and brake energy requirements are discussed. Cooling techniques and abnormal operations are reviewed.

Learn how to improve safety and effectiveness in your ground operations with these recommendations for reducing human error.

This course has been developed to complement the IATA Ground Operations Manual (IGOM) Seminar and Workshops organized by IATA in various regions to support the industry in the implementation of IGOM. In this course, you will learn the scope, applicability and benefits of IGOM. You will also be able to prepare an implementation strategy and run an IGOM implementation project within your company, which will lead integration of IGOM into your operations.

The IGOM has been developed as the single industry manual for ground operations defining ground handling procedures for airlines and ground service providers to ensure ground operations activities are accomplished safely, efficiently, and effectively. Procedures reflect the minimum standards as identified by the aviation industry, striving to reduce operational complexity, training requirements, injuries and ground damages. IGOM is also the reference tool for ISAGO audits as an acceptable means of compliance.

This workshop will teach you how to apply the tools and skills of the ISAGO Program to prepare your organization for a successful audit. Review the ISAGO standards and recommended practices as per the IATA Ground Operations Standards Manual (GOSM).

Global passenger traffic is expected to increase by 5.8% annually for the next five years, creating an unprecedented need to reconcile security procedures with passenger flow.

In alignment with IATA’s Passenger Facilitation Program, this course focuses on the crucial areas of airport access control, security regulations, and terminal and perimeter security with the aim to provide a secure, seamless and efficient “end-to-end” passenger experience.

Mejore sus conocimientos sobre las problemáticas de seguridad, las amenazas y los desarrollos tecnológicos más recientes.

Passenger assessment and exception handling techniques to save your airline from costly delays and penalties.

Based on the latest trends and industry best practices, this course provides tools to identify forged documents and potentially disruptive passengers.

Learn what it takes to work at one of the airline industry's most visible airport positions and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport.

The course is designed to complement the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO) and the IATA Passenger Services Conference Resolutions Manual (PSCRM).

Learn what it takes to work at one of the airline’s industry most visible airport position and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport.

The course complements the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO) and the IATA Passenger Services Conference Resolutions Manual (PSCRM).

This training program combines IATA's trusted Passenger Ground Services course with Harvard ManageMentor (HMM), a state-of-the-art, media-rich training platform furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development.

Learn what it takes to work at one of the airline industry's most visible airport positions and obtain the skills you need to provide assistance and related passenger services at the check-in, gate and concourse of your airport.

The course is designed to complement the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO) and the IATA Passenger Services Conference Resolutions Manual (PSCRM).

Included with this course: Amadeus Altéa Departure Control - Customer Management (Altéa DC-CM) e-Learning.

Upon completion of the Passenger Ground Services course you will be granted free access to an e-Learning course on the Departure Control System (DCS), Amadeus Altéa. This e-Learning includes lessons on the acceptance of passengers and baggage, seating, boarding and handling disruptions. It can be completed at your convenience and leads to an electronic certificate of completion.

Learn how to implement and integrate risk management within your organization and achieve effective internal controls with risk identification and analysis, risk rating and practical risk treatment action plans.

This course is an intensive, hands-on workshop that will enable you to confidently identify and manage risks in your department or station.

Learn the Root Cause Analysis techniques that are essential for compliance with ICAO and EASA Safety Management System (SMS) requirements and conformity with IATA’s IOSA and ISAGO audit programs.

RCA methods are crucial in the investigation of near-misses, accidents and incidents and in preventing recurrent audit non-conformities. This course provides instruction on problem solving and corrective action plan processes you can immediately apply within your organization to start making improvements to your operational performance.

A successful SMS reduces the rate and cost of accidents and incidents, improves communication and productivity, and helps your airport meet its legal responsibility to manage safety.

Learn how to implement an efficient SMS at your airport and promote a safety culture within your organization. Understand the relevance of risk management in relation to SMS and learn how to evaluate, prioritize and mitigate risk. Analyze the impact human factors have on safety and develop your skills in detecting, controlling and preventing errors in an airport environment.

Ensure your compliance with industry-wide security audit requirements.

Learn the essential airline and airport security audit requirements in ICAO Annex 17 in this advanced-level course. Become proficient in a wide range of industry standards, with in-depth reviews of international and national security programs. Gain the skills to conduct compliant audits and quality control across multiple security segments.

Learn about the latest updates and how to use the IATA SGHA as a commercial agreement and services description document.

This course covers the IATA Standard Ground Handling Agreement section by section, giving you the foundations to write the Annex B and Service Level Agreement accurately and effectively. Learn how to enhance cooperation, efficiency and savings in your negotiations through technical training and exercises that replicate today’s global marketplace.

Join the 716 Contract Managers and Ground Operations professionals from 77 countries who have upgraded their skills with this training since 2010.

Dedicated course for line maintenance buyers, sellers and contract managers.

Learn how to use the IATA Standard Ground Handling Agreement to its fullest potential as a commercial agreement and services description document for line maintenance services. This course covers the respective sections of the SGHA and shows you how to write the Annex B according to regulatory requirements for line maintenance.

Improve the On-Time Performance of your station.

Essential training for Station Managers working for ground service providers and self-handling airlines. This course helps you examine ground handling functions, from marshaling to pushback, check-in to deicing. Analyze the management responsibilities on the ramp and in the passenger and cargo terminals.

Join the 1112 Ground Operations professionals from 77 countries who have upgraded their skills with this training since 2010.

Essential training for operations officers at the control centers of ground service providers and self-handling airlines.

Gain practical knowledge of station control to run efficient and safe ground operations. Learn operational aspects to perform quick turnarounds and minimize delays.

Un SMS performant réduit le taux et le coût des accidents et des incidents, améliore la communication et la productivité et aide votre aéroport à endosser ses responsabilités légales en matière de gestion de la sécurité.

Apprenez comment mettre en œuvre un SMS performant dans votre aéroport et promouvoir une culture de la sécurité au sein de votre organisation. Identifiez l'importance de la gestion des risques en lien avec les SMS et apprenez comment évaluer, classer par ordre de priorité et réduire les risques. Analysez l'impact des facteurs humains sur la sécurité et développez vos compétences pour détecter, contrôler et prévenir les erreurs dans l'environnement d'un aéroport.