IATA Ground Operations Management with AHM Course (GOC004EBEN02)

The IATA Ground Operations Management with AHM course from Leaders Training Center, an IATA Authorized Training Center in Doha, Qatar, combines practical station management with the latest IATA Airport Handling Manual (AHM).

• Course code: GOC004EBEN02 (Version V4.00)

• Format: Self-study, 60–70 hours

• Study kit: Course book + latest IATA AHM

• Exam: Online, remotely supervised (OERS)

• Award: IATA Certificate of Completion

This course is built for aviation and ground operations professionals who need the knowledge to manage and supervise airline station operations. It covers station control and supervision, ground handling, safety and security, quality management, passenger and baggage handling, emergency response, people management and service level agreements.

The latest IATA Airport Handling Manual is used as a core reference throughout, so you learn industry standards and recommended practices and how to apply them on the ramp, at the counter and in the station office. It is ideal if you are aiming for a supervisory, station manager or ground operations leadership role.

E-Learning (self-study)

Study the official IATA course book and the Airport Handling Manual at your own pace, with 60–70 hours of study, then sit the final exam online with remote supervision.

Instructor-Led

Cover the same IATA syllabus with guided sessions led by a trainer, at our center in Doha or delivered for your team. Contact us for upcoming dates and group arrangements.

Ground operations directly affect an airline’s safety, punctuality and customer satisfaction. This course helps you:

• Manage and supervise airline station operations

• Improve operational efficiency and service quality

• Work effectively with ground handling companies

• Apply Service Level Agreements (SLAs)

• Understand the Standard Ground Handling Agreement (SGHA)

• Strengthen safety and security management

• Manage passenger and baggage operations

• Prepare for emergency situations

• Monitor quality and compliance

• Improve team performance and communication

• Apply the IATA Airport Handling Manual in real operational situations

The AHM is the industry’s key reference for recommended ground handling standards and procedures. Your study kit includes:

• Ground Operations Management course book

• Latest edition of the IATA Airport Handling Manual (AHM)

On successful completion of the course, you should be able to:

Station Management

• Control and supervise an airline station in a self-handled or outsourced environment

• Understand station operations and business priorities

• Apply appropriate operational management practices

Ground Handling and Service Levels

• Use Ground Handling Agreements and Service Level Agreements

• Identify appropriate handling requirements

• Support cost control while maintaining service quality

Safety and Security

• Understand safety and security requirements within station operations

• Implement a Safety and Security Station Management System

• Apply industry standards and recommended practices

• Understand emergency response requirements

Fraud Awareness

• Recognize current methods used to commit fraud within airline operations

• Understand how fraud can affect airline revenues

• Support appropriate preventive controls

People Management

• Manage and motivate operational teams

• Monitor staff performance

• Improve communication and collaboration

• Understand organizational structures and team responsibilities

IATA Airport Handling Manual

• Navigate and work with the latest edition of the AHM

• Understand relevant operational standards

• Apply AHM guidance to practical ground operations situations

The course covers every major function in airline ground operations, combining management principles with IATA standards, recommended practices and the AHM.

Module 1: Station Management

The fundamentals of airline station management and the responsibilities involved in controlling and supervising station operations.

Definitions and Roles

• What an airline station and ground operations are

• Roles and responsibilities of station management

• Coordination between airlines, airports and ground handling service providers

• Responsibilities of operational teams and supervisors

Operations Overview

• The complete ground operations cycle

• Coordinating aircraft arrival and departure activities

• Passenger, baggage, cargo and aircraft turnaround processes

• Interaction between operational departments

• The importance of timely, coordinated ground services

Business Priorities

• Balancing safety, security, service quality and efficiency

• Understanding operational costs

• Finding opportunities to improve station performance

• Maintaining service standards while controlling expenditure

• How delays affect airline performance and customer satisfaction

Module 2: Airport and Airline Security

Security responsibilities across passenger, baggage and cargo handling.

Security Priorities

• The importance of aviation security

• Identifying security risks in ground operations

• Maintaining secure operational environments

• Responsibilities of operational personnel

International Requirements and Alignment

• International aviation security requirements

• Aligning station procedures with industry standards

• Compliance and security awareness

Passenger, Baggage and Cargo Security

• Security considerations during passenger processing

• Secure baggage movement and processing

• Secure cargo processing and stakeholder coordination

Module 3: Airside Safety and Emergency Response

Managing safety in the airside environment and preventing incidents and accidents.

Safety Management

• Safety responsibilities within ground operations

• Identifying operational hazards and preventing risk

• Promoting a positive safety culture

• Monitoring safety performance

IATA Safety Initiatives

• The role of industry safety initiatives

• Applying recognized safety principles

• Continuous improvement in operational safety

Airside Safety

• Safe working practices and aircraft turnaround safety

• Ground equipment, vehicle and personnel safety

• Preventing ground damage and operational incidents

Emergency Response

• Emergency response requirements

• Components of Emergency Response Plans (ERPs)

• Roles, communication and coordination during emergencies

• Preparedness, response and recovery

Module 4: Quality Assurance and Compliance

Making sure ground operations are performed consistently and to established requirements.

Quality Assurance Programs

• Purpose and importance of quality assurance

• Monitoring performance and identifying non-conformities

• Corrective and preventive actions; continuous improvement

Contribution of Station Management

• Station management’s role in maintaining quality

• Monitoring service provider performance and compliance

Environmental Protection

• Environmental considerations and responsible practices in airport operations

Occupational Health and Safety

• Workplace health and safety responsibilities

• Identifying occupational hazards and reporting unsafe conditions

• Staff awareness and safety training

Module 5: Baggage Handling Management

Baggage handling as a driver of passenger satisfaction and airline performance.

Stages of Baggage Handling

• Acceptance, processing, transportation, loading and unloading

• Transfer baggage handling and delivery to passengers

Customer Service

• Baggage service quality, passenger communication and managing expectations

Baggage Tracing

• Tracing processes and delayed baggage cases

• Coordination between stations and accurate documentation

Lost and Damaged Baggage

• Handling missing and damaged baggage reports

• Communicating with affected passengers

Module 6: Passenger Handling

Delivering safe, efficient and customer-focused passenger services.

Simplifying Passenger Handling

• Passenger journey, check-in and boarding coordination, efficient passenger flow

Special Customer Handling

• Passengers requiring special assistance and special service requirements

Passengers with Reduced Mobility (PRM)

• PRM requirements, assistance procedures and safe, respectful handling

Irregular Operations

• Delays, cancellations, rebooking and communication during disruptions

Module 7: Catering Operations

• Coordinating catering during aircraft turnaround

• Timing, safety and operational requirements for catering

• Communication between airline and catering teams to avoid delays

Module 8: Standard Handling Agreements (SGHA and SLAs)

The contractual and service-management side of outsourced ground handling.

Standard Ground Handling Agreement (SGHA)

• Purpose of the SGHA and responsibilities of the contracting parties

• The relationship between airlines and ground handling service providers

Quality of Service

• Defining expectations, monitoring delivery and identifying performance gaps

Service Level Agreements (SLAs)

• Defining measurable service standards and performance indicators (KPIs)

• Taking corrective action when standards are not met

Module 9: People Management

Team Management Skills

• Team roles, motivation, delegation and performance monitoring

Designing Organizational Structures

• Reporting structures, responsibilities, authority and decision-making

Communication and Collaboration

• Operational briefings and communication during disruptions and emergencies

• Working with airport authorities, ground handlers and other operational teams

Module 10: IATA Airport Handling Manual (AHM)

• Purpose and structure of the AHM

• Identifying relevant ground handling standards and procedures

• Using the AHM as a day-to-day operational reference

• Linking handling procedures, service quality and operational safety

The course connects every function into one system: station management, passenger handling, baggage handling, airside operations, safety and security, catering, ground handling, quality assurance and people management. A problem in any one area can affect the whole aircraft turnaround and the customer experience, so the course emphasizes coordination, communication, safety, security, service quality, compliance, cost awareness, teamwork, performance monitoring and continuous improvement.

You are encouraged to apply what you learn to your own workplace, including:

• Managing an airline station and ground handling providers

• Monitoring ground handling performance and service quality

• Reviewing service-level requirements

• Managing passenger disruptions and coordinating baggage operations

• Responding to operational emergencies and improving safety performance

• Supporting aircraft turnaround efficiency

• Managing operational teams

• Using the AHM as an operational reference

• Exam method: Online Exam with Remote Supervision (OERS)

• Format: 100 multiple-choice questions, closed course book

• Time allowance: 3 hours

• Passing grade: 60% correct answers

• Distinction grade: 90% correct answers

• Exam attempts: 2

• Certificate: IATA Certificate of Completion

Pathway to an IATA Diploma

This course counts towards the IATA Airport Operations Foundation Diploma (self-study), which prepares you for a career in airport and ground operations.

Working with passengers? See the IATA Passenger Ground Services with Amadeus Altéa DCS course, or browse all IATA courses in Qatar.