Practical Workshop · Approx. 4–5 Hours
Customer Service – Airport Edition
A hands-on workshop for people working in airport environments. Explore the different roles across the airport, learn what exceptional service looks like, and build confidence welcoming and assisting passengers, keeping them informed, and handling difficult situations calmly — all in approximately 4–5 hours.
Learning Outcomes
01
Airport Roles & Service
Understand key airport roles and what exceptional service looks like in a busy terminal.
02
Safety & Security Habits
Apply everyday safety and security habits that keep passengers and colleagues protected.
03
Welcoming & Wayfinding
Welcome and assist passengers, give clear directions and help manage queues calmly.
04
Supporting Disability
Support people with disability respectfully, asking before helping and adapting your assistance.
05
Cross-Cultural Communication
Communicate across cultures and give clear, timely updates when plans change.
06
Handling Difficult Situations
Stay calm and professional with upset passengers, and know when to escalate an issue.
INTENDED AUDIENCE
Who This Workshop Is For
Designed for airport ground staff, check-in and gate agents, terminal and information desk personnel, and customer service professionals who want practical skills to welcome, guide and support every passenger with confidence.
- New starters entering airport service roles
- Experienced staff refreshing service, safety and communication skills
- Team leaders supporting frontline passenger teams