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 partners 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. Presented in the context of Trajectory Based Operations (TBO) and the process-based business service oriented reinterpretation of the original A-CDM concept, this course brings to you the next development level of A-CDM that is even more powerful, adaptable and quality-oriented than its predecessor.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

Learn the fixed wing aircraft marshaling and ramp hand signals based on the IATA Standards in the Airport Handling Manual (AHM) and IATA Ground Handling Manual (IGOM). In this 1-day course you will also learn the principles of ramp communications between the ground and cockpit crew. Participants will be able to perform fully their practical training with the use of RampVR™, the latest virtual reality training solution for ground operations.

RampVR™ is designed for ground operations professionals, and combines high-spec virtual reality hardware and software with IATA training. RampVR™ complements the theoretical knowledge with effective practical training in a very realistic environment, without disrupting active operations on the ramp. It allows you to generate a variety of scenarios on narrow body and wide body aircraft marshalling. It also simulates day and night operations as well as adverse weather conditions and includes pause and review “operations” so details can be checked or explained.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

Lead your ramp team in 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. In this 4-day course you will also learn how to build a safety culture and ensure consistent on-time performance (OTP).

This course is also available with a RampVR™ module. IATA’s RampVR™, the latest “plug-and-play” virtual reality training solution for ground operations, and at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

Lead your ramp team in 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. In this 4-day course you will also learn how to build a safety culture and ensure consistent on-time performance (OTP). Included in this course is RampVR™, the latest “plug-and-play” virtual reality training solution for ground operations.

RampVR™ is designed for ground operations professionals, and combines high-spec virtual reality hardware and software with IATA training. RampVR™ complements the theoretical knowledge with effective practical training in a very realistic environment, without disrupting active operations on the ramp. It allows you to generate a variety of scenarios or aircraft turnaround inspections featuring operational issues, damage or foreign object debris to enhance training. It also simulates day and night operations as well as adverse weather conditions and includes pause and review “operations” so details can be checked or explained.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

A focused course for existing professionals to the field of load control.

Refresh your formal knowledge on theories and principles of weight and balance as per the standard IATA Design Manual and Automated Load Sheet.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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 trusted Airline Cabin Crew 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.

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.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

Safety compliance in airside safety operations is the key to avoiding costly incidents and damaging accidents. This course will demonstrate how to align with the latest regulations and best practices, providing detailed explanations on the role of airside safety in the Safety Management System (SMS).

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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 course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

Resolution 753 on baggage tracking came into effect in June 2018 where IATA members are required to maintain an accurate inventory of baggage. The aim of Resolution 753 is to encourage airlines to further reduce baggage mishandling by implementing cross-industry tracking for every baggage journey.

Over 3 days you will explore the different options to track baggage, as well as how tracking data can be exchanged with other parties; who would record tracking data; when it would be exchanged; and the technologies that could be used for this exchange. You will also investigate how member carriers, airports, interline, and ground handling partners can work together to implement a cost effective compliance to the resolution.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

An interactive, flexible, and effective way of learning about the airport environment, airside safety, 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.

Ideal for individuals or Organizations with a high number of trainees who need to meet the requirements to get airside access.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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).

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

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.

Ground Operations is a service sector where turnaround teams play a key role in safety and on-time performance. Learn how to improve safety and effectiveness in your ground operations with these recommendations for reducing human error.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

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 course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

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).

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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 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).

Important note

The 3^{rd edition} of the Passenger Ground Services course will be released on 5 December 2019. You will be able to answer the exam with both the previous and the new edition without issue after this date.

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.

Important note

The 3^{rd edition} of the Passenger Ground Services course will be released on 5 December 2019. You will be able to answer the exam with both the previous and the new edition without issue after this date.

Learn the Root Cause Analysis (RCA) 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 detailed instruction on problem solving and corrective action plan processes you can immediately apply within your organization to start making improvements to your operational performance.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

The SeMS Competency Test is an industry benchmark of Security Management System (SeMS) knowledge. Supported by examination guidelines, the Competency Test establishes a harmonized way of assessing the SeMS compliance of individuals (SeMS Managers, IOSA security auditors) through a standardized, objective and transparent validation mechanism (compliance check). Over the past ten years, IATA has developed tools to support SeMS implementation, including IOSA guidance, SeMS training and the SeMS Manual, which are key to the IATA Operational Safety Audit (IOSA) program.

The results of this assessment could be used for qualifications check during recruitment; quality control; or to design an individual professional development plan (including IATA offering). It can also help to professionalize SeMS related positions by linking the assessment results with job-roles (SeMS/security managers, security supervisors, auditors, instructors).

The 2018 version of SGHA is here! See what has changed.

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 parts of the SGHA and shows you how to write the Annex B according to the frame of the main agreement and the regulatory requirements for line maintenance.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

The 2018 version of the Standard Ground Handling Agreement (SGHA) is here! Learn about the latest updates on the IATA SGHA and new Service Level Agreement (SLA) template.

This advanced course covers the key elements of the new 2018 SGHA, giving management level insights of terms and structure. Learn how to make use of the latest tools to enhance cooperation and secure business interest through a combination of Annex B and AHM803 SLA template.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-company training.

The 2018 version of the Standard Ground Handling Agreement (SGHA) has arrived! Learn about the latest updates and how to use the IATA SGHA as a commercial agreement and services description document.

This course covers the SGHA section by section, giving you the foundations to write the Annex B and Service Level Agreement (SLA) 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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.

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.

This course is available at IATA Training Centers, Regional Training Partner locations, and on-demand as in-house training.