Passenger services are designed to make you both customer-focused and knowledgeable in the many roles you may fill as a front-line employee. This includes customer service best practices, conflict management and the development of other soft skills combined with a review of domestic and international passenger and baggage handling standards.
As a Passenger Ground Services staff of Jaz Aviation will granted free access to the Departure Control System (DCS), this includes on the acceptance of passengers and baggage, seating, boarding and handling disruptions.
Respond professionally to customer requests and complaints
Maintain composure when dealing with difficult passengers, converting crisis situations into opportunities
Passenger with reduced mobility and medical cases
Diplomats and other privileged passenger
Manage irregular operations and execute strategies to get back on track quickly
Use and endorse e-tickets
Comply with passenger and baggage handling standards
Transfer of knowledge to Jaz Aviation staff, colleagues and employees
Customer expectations and satisfaction
Passenger service delivery model
Listening and responding skills
Cultural awareness
Dealing with complaints
Conflict management
Denied boarding
Official Airline Guide (OAG)
IATA manuals
Minimal Connecting Time (MCT)
Automated Baggage Rules
E-ticketing
Boarding and delays
Endorsements
Special customer handling
Carry on and checked baggage, allowances and charges
Hold baggage reconciliation
Unaccompanied baggage and personal effect carried as cargo
World Tracer
Dangerous items and general emergency procedures
Lost and found baggage services
Situational exercises
Customer service case studies
Quality Control
Passenger service managers
Handling agents and other customer contact personnel
Customer service instructors
