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.

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.

Understand what it takes to lead an airline to success through this dynamic learning environment!

This 5-day course will help you test your management skills and strategic thinking. You will be able to run your own airline and decide on the network, fleet, schedule, marketing and revenue management. You will be competing with other airlines for market share and profitability with real-life scenarios. Performance reports will be generated at the end of each session to show the impact of your different business strategies.

The course provides shorter lectures with more time spent on devising and testing business strategies. Using customized case studies and exercises, you will create scenarios such as airline start-up, growth, consolidation and mergers. Your objective is simple, be the most profitable airline!

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

Drive outstanding customer service with the winning combination of knowledge, skills, and attitude. Frontline airline customer service professionals, such as ticket reservation staff, check-in and gate agents, and cabin crew, work in one of the most dynamic industries.In this course, we will examine how the Internet, social media and new technologies are changing airline customer service. We will discuss several examples of how airlines are keeping up with these changes to meet customer needs and stay competitive.

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.

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.

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

Learn why airlines are launching multi-brand products to compete more cost-effectively in the marketplace. Over 5 days you will review successful airline leading revenue practices and a number of airline business models including Low Cost (short haul and transatlantic), Ultra Low Cost, Hybrid, Long Haul Low Cost and network carriers.

You will also learn how to contain specific airline costs by reviewing a number of airline strategic cost-cutting plans and incorporating necessary mechanisms and procedures to maintain a viable cost reduction program. Through case studies and real-life airline examples, learn how to maximize revenues through strategic segmentation, monetizing key units and products, among others in order to optimize profitability and returns.

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

Stay ahead of the competition by understanding and applying sound marketing principles.

Growing competition and uncertainty in the global airline industry requires airlines to have professional and innovative marketing functions and professionals. This course looks at the latest airline marketing practices and commercial trends whilst applying classic marketing principles, academic models and practical tools.

Over 4 days you will learn how to enhance your focus on customer needs, access key target markets, be encouraged to reinvent your own marketing practices, and take new insights and ideas back to the workplace.

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

Stay ahead of the competition by understanding and applying sound marketing principles.

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.

Discover the techniques applied by airlines to derive revenue from seat sales to maximize profitability.

What is revenue management and why is it needed in the airline industry of today and tomorrow? As competition and various economic pressures increase, all airlines, full service and low cost carriers alike, need to maximize revenue in order to succeed and grow. As airlines adapt their business processes and models to meet the current challenges facing the industry, revenue management provides a number of strategies to help increase and maximize revenue.

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.

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.

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

Deliver improved airline sales performance by actively exploring for new opportunities and maximizing current performance.

In this course we will explore different sales strategies which relates to your company’s goals and objectives. We will discover the importance of product awareness and knowing your competitors offerings. We will also explore different sales skills and develop a strategy for how to reach your target audience.

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

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

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

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.

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

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.

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

The airport business model is undergoing a massive transformation as airports around the world are becoming privatized, self-financed entities. Today’s airports are expected to finance US$350B of infrastructure development, while keeping airport charges in check and keeping commercial activities profitable.

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.

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

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.

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

Examine cargo demand and create marketing solutions for your target market; strategize creative and cost-effective marketing.

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

During this course improve your knowledge and gain the practical skills to monitor your cargo sales and revenue processing.

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

Learn the fundamental cargo revenue management procedures and optimization skills.

This course provides solid basic knowledge about steering revenue and demand, while optimizing pricing and capacity in the air cargo industry. Over 4 days, lectures, exercises and optimization simulations, will help you gain a comprehensive, valuable and practical insight into revenue management procedures. These procedures have a direct impact on your company´s performance, and with this additional knowledge you will have the possibility of increasing your contribution to your company.

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

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.

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

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.

Ce cours est disponible dans les centres de formation IATA, sur les sites des partenaires de formation régionaux et sur demande dans le cadre de la formation intra-entreprise.

Improve customer relationship management and customer service for Civil Aviation Authorities (CAA) and Air Navigation Service Providers (ANSP).

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

Delivered in media-rich and interactive animation, this course is a journey that begins by comparing existing direct and indirect air distribution channels. Then it presents today’s emerging distribution systems supported by New Distribution Capability (NDC) standards. You will appreciate how airlines optimally distribute their products and services through their own website channels and how the industry is working to replicate the same functionality in indirect channels used by travel agents and other intermediaries. This course ends with a tour of innovative enhancements in distribution that is only possible in an NDC environment. Such enhancements benefit all players in the travel value chain, creating an improved user and customer experience. This course will satisfy your curiosity around NDC, dispel potential myths and provide practical learning through NDC simulation.

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.

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

In this 2-day course you will learn how to leverage customer insights to provide cost savings, continuous improvement, and enhanced and targeted marketing through the design of seamless, efficient and personalized passenger experiences. You will learn why, what and how to measure your performance so that you can provide meaningful, actionable insights to your organization to: improve customer satisfaction and loyalty, streamline your resources and identify key improvement areas. You will learn about building a strong Voice of the Customer program in your customer experience strategy and be exposed to customer experience metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) or Customer Effort Score (CES). Get a closer look at the methodology used in the IATA Airs@t Passenger Satisfaction Benchmark being an industry standard for airlines’ customer experience measurement. These practical tools and measures will set you up for success towards becoming a customer-centric organization.

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

En el curso se revisarán importantes prácticas gerenciales de optimización de ingresos y reducción de costos que emplean las aerolíneas más exitosas del mundo para posicionar estratégicamente sus marcas, productos, diferenciar su oferta y aumentar la rentabilidad del negocio. Igualmente, se desarrollarán los elementos claves de un programa estratégico de reducción de costos incluyendo casos de estudio sobre los 3 costos que muestran mayor crecimiento en el 2017: Combustible, mantenimiento y de personal. Por otra parte, se discutirán los distintos modelos de negocios incluyendo ULCC, híbrido y Long Haul Low Cost entre otros.

Finalmente, se compartirá con los participantes al curso un número importante de herramientas y casos de estudio que les ayudará a mejorar la rentabilidad del negocios, reducir costos e incrementar ingresos de manera de poder impactar positivamente sobre los márgenes, el beneficio y ganancia neta de sus empresas.

Este curso está disponible en Centros de Formación IATA , Ubicaciones de Formación Regional de Socios, y por encargo como formación en empresa

Business leaders in Aviation today are often confronted with an unpredictable and volatile environment. The theories and models that drive efficient market coverage, customer prospecting and retention in the past are becoming less relevant. As a result, IATA has created this course which offers an advanced, in-depth knowledge of Frequent Flyer Programs (FFPs), Customer Experience, Loyalty Management strategies, Fraud Management, skills, development tools and latest trends. Over 3 days you will gain the critical capabilities required to succeed in an ever-changing global Aviation business and consumer environment.

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

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.

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

Conozca los fundamentos de la distribución y el comercio electrónico de las aerolíneas y cuál es su papel cuando se trata de gestionar la distribución de una aerolínea. En este curso introductorio de tres días comprenderá las normas y el marco reglamentario, descubrirá cómo los modelos comerciales de las aerolíneas son en sí un producto y explorará las ventas y las reservaciones, además de los procesos de boletería utilizados en la actualidad. Investigará el propósito y el valor de la nueva capacidad de distribución (NDC, por sus siglas en inglés) de la IATA, además del papel de la mercadotecnia electrónica y las comunicaciones en la distribución de las aerolíneas.

Este curso está disponible en Centros de Formación IATA , Ubicaciones de Formación Regional de Socios, y por encargo como formación en empresa

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.

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

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

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.

El nivel cada vez mayor de incertidumbre y competencia en el sector internacional de las aerolíneas está orillando a estas a replantear sus estrategias de marketing. El presente curso aborda las más recientes tendencias comerciales y sobre marketing para líneas aéreas que ayudarán a modernizar sus estrategias marketing. Dado que el cliente se convierte en la figura central de la estrategia marketing de las líneas aéreas, el presente curso ofrece además información sobre herramientas para evaluar sus mercados objetivo y desarrollar una relación de largo plazo con su cliente.

Este curso está disponible en Centros de Formación IATA , Ubicaciones de Formación Regional de Socios, y por encargo como formación en empresa

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.

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

In the effort to provide passengers with greater control of their travel and reduced queueing time, self-service solutions have long been offered with the collaboration of airports and airlines. Fast Travel is a key initiative of the Simplifying the Business (StB) program whose objective is to address future passenger needs by providing them with self-service options across the travel journey.

From check-in to automated document check, baggage drop-off, flight re-booking, and self-boarding to name a few, this course will provide you with the necessary information and skills to carry out your transformational projects through industry recommended practices and in-depth understanding of successful Fast Travel implementations.

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

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.

Este curso está disponible en Centros de Formación IATA , Ubicaciones de Formación Regional de Socios, y por encargo como formación en empresa

With the growth of air transport, the industry faces challenges and opportunities to meet its customers’ expectations. Many companies who seek to innovate and cater to their customers’ expectations have started adopting a "design thinking" approach to problems and challenges. Design thinking is a human-centric, interdisciplinary approach to innovation.

This workshop will introduce you to the design thinking process, and show you how to apply "human-centered design" techniques, in combination with analytical research of customers. You will understand the needs and pain points your passenger’s experience, which will guide you in crafting solutions that will address these gaps. From defining goals, researching customer behaviors and preferences, ideating and documenting customer personas and their journeys, you will learn to prototype innovative solutions and develop strategies to implement monitor, and continuously improve them.

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

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.

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) 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.

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.

Este curso está disponible en Centros de Formación IATA , Ubicaciones de Formación Regional de Socios, y por encargo como formación en empresa

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。