Airport Fundamentals and Passenger Experience

This three-day course is designed for those who have already developed a solid foundation in customer service and are looking to expand their understanding of airport operations and passenger experience in Hong Kong International Airport (HKIA). Through a blend of classroom instruction and practical field visits, participants will gain essential knowledge and skills to bridge the gap between general service standards and the unique demands of the airport environment.

Intended Learning Outcomes

• Describe the key components of airport operations
• Identify the layout and passenger flow of HKIA, including intermodal transport connections
• Explain the standard passenger and baggage flow from check-in through security to boarding, and from arrival back to baggage claim
• Identify key IATA airport and airline codes relevant to daily operations
• Recognise the expectations and cultural sensitivities of passengers travelling through HKIA
• Respond appropriately to service recovery situations with empathy and professionalism

Course Content

• Site visit – departure/ arrival / intermodal transport
• Introduction to HKIA
• HKIA operations and passenger flow
• Service philosophy
• Understanding different passenger types and needs at HKIA
• HKIA passenger enquiries and problem handling

Remarks

• For enrolment or enquiries, please visit here.