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Airline Business Models and Competitive Strategies (Classroom, 5 days) Virtual Simulation Program |
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Understand what it takes to lead an airline to success through this dynamic learning environment!
The Air Mercury simulation program used in this course was developed with leading academic institutions Cranfield University and Delft University of Technology. The program provides a series of exercises to help airline management teams understand competitive market dynamics and improve problem solving and decision-making skills.
Work in teams to explore the interrelated factors affecting airline profitability. Using the latest simulation technology, test your skills while competing for market share at a virtual airline. See the impact of your chosen business strategies in performance reports generated at the end of each day.
Past participants may know this course as "Air Mercury - Next Generation". |
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Airline Customer Service |
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Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. |
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Airline Customer Service for the Leadership & Management Training Program |
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Drive outstanding customer service with the with the winning combination of knowledge, skills, and attitude. This training program combines IATA's trusted Airline Customer Service 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. |
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Airline Distribution Strategies and e-Commerce (Classroom, 5 days) |
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Take an inside look at today's leading distribution models and strategies, gaining tools to optimize your company’s distribution processes. Discussing a series of business cases and developing best practice scenarios in group exercises, you will learn how to implement an efficient distribution strategy that leverages both traditional marketing and e-commerce resources, as well as latest developments in airline distribution such as IATA's New Distribution Capability (NDC) initiative. |
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Airline Leading Practices and Cost Reduction Strategies (Classroom, 5 days) |
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Review the leading practices of successful airlines from both the low cost and network carrier sectors. Learn to incorporate necessary procedures to maintain a viable cost reduction program within your organization. |
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Airline Marketing |
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Stay ahead of the competition by understanding and applying sound marketing principles. |
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Airline Marketing - Advanced (Classroom, 4 days) |
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Growing uncertainty and competition in the global airline industry is forcing airlines to reinvent their marketing strategies. This course looks at the latest airline marketing and commercial trends to help you revamp your marketing practices. As the customer becomes the central focus of airline marketing strategy, this course also provides insight into tools for assessing your target markets and developing a long-term relationship with your customer. |
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Airline Marketing - Introduction (Classroom, 3 days) |
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Learn the fundamentals of airline marketing and stay ahead of the competition! |
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Airline Marketing for the Leadership & Management Training Program |
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Stay ahead of the competition by understanding and applying sound marketing principles. This training program combines IATA's Airline Marketing 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. |
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Airline Revenue Management |
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Discover the techniques applied by airlines to derive revenue from seat sales to maximize profitability. |
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Airline Revenue Management for the Leadership & Management Training Program |
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Discover the techniques applied by airlines to derive revenue from seat sales to maximize profitability. This training program combines IATA's Airline Revenue 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. |
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Airline Sales and Key Account Management (Classroom, 4 days) |
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Face the challenge of generating passenger traffic while business travel, world trade, and companies rapidly expand. This course uses a competency-based approach to develop your skills as a strategic airline sales professional. |
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Airline Sales Strategies - Advanced (Classroom, 4 days) |
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Learn new techniques to manage and negotiate complex sales transactions: identifying strategic sales targets, anticipating customer responses and consultative selling techniques. |
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Airline Social Media Strategy (Classroom, 3 days) |
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Thrive in today’s marketing environment with this crash course in social media. Explore how this user-driven technology can increase your profitability and learn successful communication strategies to apply in your airline . |
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Airport Customer Service (Classroom, 3 days) |
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Drive a culture of excellence around customer service and communication.
This course covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers and service consumers, and how you can meet their respective needs within your organization. |
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Airport Marketing & Corporate Communications Strategies (Classroom, 5 days) |
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Airports operate in a highly competitive environment, and are increasingly generating revenue through ancillary services. Using the latest marketing methods, this course provides tools to maximize profit within your catchment area by attracting retailers and service providers. Learn to customize your marketing campaigns to bring in new airlines and a higher flight frequency. |
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Airport Route Development and Commercial Management (Classroom, 5 days) |
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The airport business model is undergoing a massive transformation as airports around the world are becoming privatized, self-financed entities. Today’s airports must aggressively develop their profit centers in order to finance their infrastructure development – at an estimated cost of US$350 billion over the next decade - without affecting profitability.
This course will teach you how to design and implement a development strategy for two key revenue generators, routes, and commercial management. Through exercises, you will learn how to determine the right mix of aeronautical and non-aeronautical services being offered to satisfy the customers, airlines and bottom line of any airport.
Join the 393 Airport professionals from 77 countries who have upgraded their skills with this training since 2010.
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Cargo Advanced Rating and Marketing |
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Since 1977, IATA has developed cargo agent training with the help of experts from member airlines and associations. This course uses our expertise to provide knowledge on cargo rating principles and Air Waybill completion, as well as basic marketing procedures. This course is the ideal way for you to refresh your knowledge and learn new skills for career development. |
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Cargo Advanced Rating and Marketing for the Leadership & Management Training Program |
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Since 1977, IATA has developed cargo agent training with the help of experts from member airlines and associations. This course uses our expertise to provide knowledge on cargo rating principles and Air Waybill completion, as well as basic marketing procedures. This course is the ideal way for you to refresh your knowledge and learn new skills for career development.
This training program combines IATA's trusted Cargo Advanced Rating and Marketing 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. |
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Cargo Business Intelligence (BI) and Competition Analysis (Classroom, 3 days) |
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Industry and competitive analysis are part of strategy development in organizations. Managers need to use competition analysis tools to allocate resources, reach strategic goals such as increasing market share or improving profitability. This will help your company improve its position within the cargo industry. Learn about the factors that impact performance in the industry, how to make effective decision through the interpretation of market research and analysis, and how to help your company improve its market share. |
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Cargo Marketing and Advertising (Classroom, 4 days) |
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Examine cargo demand and create marketing solutions for your target market; strategize creative and cost-effective marketing. |
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Cargo Revenue Accounting Procedures (Classroom, 5 days) |
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During this course improve your knowledge and gain the practical skills to monitor your cargo sales and revenue processing. |
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Cargo Revenue and Yield Management (Classroom, 4 days) |
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Learn the fundamental procedures and skills required for cargo revenue management and price optimization. During this course you will gain solid basic knowledge on the factors involved in optimizing pricing and revenue steering in the air cargo industry. Learn the difference between revenue management for air cargo and passengers, forecasting approaches, and gain a comprehensive, valuable and practical insight into revenue management procedures. |
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Cargo Sales and Key Account Management (Classroom, 4 days) |
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Success in air cargo sales is the result of discipline, dedication and a good sales strategy! This unique 4-day course will provide you with a wide range of tools and techniques to develop a strategic sales plan in a competitive air cargo industry. Learn how to observe and monitor your market environment, understand what your customers are looking for and how to focus on the right solutions to help them. Following an in-class case study, you will learn how to benchmark a company’s sales plan to determine areas for improvement. |
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Compétences en Communication (Classroom, 5 days) |
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Améliorez vos compétences en communication et en présentation dans un environnement multiculturel. La communication est au cœur de la gestion des affaires, spécialement dans le contexte de l’aviation internationale. Cette formation vous permettra d’accroître votre compréhension des différences interculturelles, d’explorer différentes méthodes de communication, d’apprendre à transmettre une information claire, concise et adaptée à votre destinataire.
Saviez-vous que 55 % de votre message est transmis par votre langage corporel ? Apprenez à devenir plus conscient de cet aspect afin de comprendre votre réel niveau de communication avec les autres. Gagnez en expérience pratique et améliorez votre communication interpersonnelle à travers des exercices en classe, des présentations et les réactions de vos pairs. |
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Customer Service for Civil Aviation Authorities (CAA) and Air Navigation Service (ANS) Providers (Classroom, 5 days) |
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Improve customer relationship management and customer service for Civil Aviation Authorities (CAA) and Air Navigation Service Providers (ANSP). |
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Dynamic Pricing and Revenue Management (Classroom, 4 days) |
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Gain a competitive advantage with this expert insight into airline revenue management. Learn how to maximize your revenue by achieving a balance between demand, reservation scheduling and variable pricing. Evaluate the different revenue management systems currently available, and analyze inventory control, pricing issues and recent trends. |
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Effective Communication Skills (Classroom, 5 days) |
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Communication is an essential skill for conducting business, especially in the international context of aviation. To be truly successful in any role you need to understand yourself and others, and know how to build and maintain effective relationships with clients and colleagues. This course will improve your understanding of cross-cultural differences, explore different methods of communication, and teach you how to transfer information clearly and concisely according to the needs of your audience. |
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International Negotiation Skills (Classroom, 5 days) |
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The ability to develop persuasive arguments, structure proposals and effectively negotiate have a major impact on personal and organizational success. This course will prepare you for each phase of the negotiation process, with techniques, tactics and behaviors regarding when to negotiate and how to achieve successful, win-win results for both parties. You will learn and practice the strategies and skills that will help you become a successful negotiator. |
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International Strategy Planning and Implementation (Classroom, 3 days) |
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Examine competitive advantage, government and economic changes, global reach, and strategic agility from successful business leaders. |
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Introducción al BSPlink - E-Learning - Español |
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Explore los procesos de facturación y el Plan de Liquidación (BSP) de informes y envío de remesas y la funcionalidad del usuario BSPLink. Este módulo de aprendizaje es parte de un curso de seis módulos: IATA BSP esenciales para Agentes de Viajes
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Introduction to Airline Distribution and e-Commerce (Classroom, 3 days) |
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Learn the fundamentals of airline distribution and e-commerce and how this plays a role in distribution management for an airline. In this three day introductory course, you will gain an understanding of the standards and regulatory framework, discover how airline business models are in themselves a product, and explore the sales and reservations, and ticketing processes used today. You will investigate the purpose and value of IATA’s New Distribution Capability (NDC), and the role of e-Marketing and communications in airline distribution. |
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Introduction to BSPlink - E-Learning - English |
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Explore Billing and Settlement Plan (BSP) reporting and remittance processes and BSPLink user functionality.The course will enable travel agent users to explain what BSPlink is, access manuals and newsletters in BSPlink, Access the BSPlink portal, understand basic and enhanced access to BSPlink, access e-mail alerts, manage sub users, download reports and files and communications from BSP and airlines. This e-learning module is part of a new six-module course: IATA BSP Essentials for Travel Agents
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Le service au client voyageur |
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La connaissance de l’industrie du voyage et de ses produits est importante, mais elle ne suffit pas à assurer la pérennité et la croissance de l’entreprise. Le niveau de satisfaction de la clientèle influence les décisions d’achat et la fidélisation. L’objectif de ce cours sur le service à la clientèle est de présenter les stratégies essentielles pour faire en sorte que le contact de première ligne avec le client constitue une expérience positive et mémorable. |
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Maximizing Revenues From Frequent Flyer Programs (Classroom, 3 days) |
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Unlock the potential of your frequent flyer program and change customer behavior while maximizing revenues and profits. |
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Network, Fleet and Schedule Planning (Classroom, 5 days) |
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Contribute to your company’s success by developing a profitable network fleet plan and an effective flight schedule. Improve your planning and management skills and understand scheduling process and tactics. |
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Planificación de rutas, flota y horarios (presencial, 5 días) |
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Contribuya al éxito de su compañía elaborando un plan de rutas y de flota rentable, así como una programación de vuelos eficaz. Mejore su capacidad de planificación y de gestión, y profundice en su conocimiento de los procesos, tácticas y estrategias de programación escogidos. |
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Revenue Management - Introductory (Classroom, 3 days) |
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Study the key factors affecting airline performance and the revenue management methods used to measure and control them. Through a series of practical exercises, this course prepares you to make accurate forecasts and implement the right approach in your organization. |
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Serving the Travel Customer |
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Gain essential strategies to ensure that the customer’s level of satisfaction will influence a purchase or repurchase decision by ensuring that your front-line contact with the customer is remarkable. In this course you will learn about customer service in the travel industry highlighting its importance in retaining current business while attracting new business. You will also explore fundamental communication skills essential for positive agent-customer interactions, practical ways to stay in touch with travelling customers, and how to win customer loyalty. Learn how to handle difficult or upset customers, how to deal with the reality of stress in the workplace, and coping strategies for travel professionals. |
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SGHA-SLA and Effective Negotiation Behaviors (Classroom, 5 days) |
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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. |
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Standard Line Maintenance Agreements (Classroom, 3 days) |
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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. |
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Técnicas de Comunicación Efectivas (presencial, 5 días) |
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Mejore sus aptitudes de comunicación y presentación en un ambiente multicultural
La comunicación es una aptitud esencial para el manejo de negocios, especialmente en el contexto internacional de la aviación. Mejore su comprensión de las diferencias interculturales, explore diferentes métodos de comunicación y aprenda cómo transmitir información de manera clara y concisa ajustándose a las necesidades de su audiencia.
¿Sabía usted que el 55% de la comunicación se basa en el lenguaje corporal? Aprenda cómo aumentar la conciencia de sí mismo para así entender su actual nivel de comunicación con los demás. Adquiera aptitudes prácticas para mejorar su comunicación interpersonal a través de ejercicios de aula, presentaciones y la retroalimentación de sus compañeros. |
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Travel and Tourism Consultant |
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Study popular tourism destinations and improve your sales skills to successfully advise your clients on the best travel options. Learn how to customize and construct complex travel itineraries, develop specialized knowledge of travel products and gain the skills to process ticket exchanges and reissues. Improve your sales skills to successfully turn prospect and existing customers into returning customers and learn how to understand how industry regulations affect your travel operations. |
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航空公司客户服务课程 |
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卓越的服务是建立客户忠诚度的关键，这在航空业并不是秘密。航空公司各个领域和层面的业 务始终要求工作人员具有良好的客户服务技能。 本课程帮助建立良好客户服务背后的软技能，讲授适用于各种工作角色的综合技能。 |