Build the skills airlines and airports look for at check-in, the gate and beyond. Earn an IATA certificate and get hands-on awareness of the Amadeus Altéa Departure Control System.
IATA Authorized Training Center · Course code GOC002EBEN01. Earn an IATA certificate and get hands-on awareness of the Amadeus Altéa Departure Control System.
Passenger service is the face of every airline. From the moment a traveller reaches the check-in desk to the moment the aircraft door closes, passenger service agents shape the journey. That is why airlines and airports in Qatar and worldwide look for trained, certified passenger service staff.
The IATA Passenger Ground Services with Amadeus Altéa DCS course (course code GOC002EBEN01), offered by Leaders Training Center in Doha, Qatar, gives you the principles, procedures and professional standards behind passenger ground services. You will cover check-in, baggage, boarding, special assistance, security, dangerous goods awareness, flight close-out and disruption management.
You will also learn how a modern Departure Control System supports this work. The course introduces Amadeus Altéa Departure Control – Customer Management (Altéa DC-CM), used for passenger acceptance, seating, baggage, boarding and disruption handling. A free e-learning component lets you explore these system functions in practice.
A 45-hour e-book course with a free Amadeus Altéa e-learning component, studied at your own pace, followed by the final exam online with remote supervision.
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.
By the end of the programme, you will be able to:
Explain the roles of airlines, airports and ground handling organisations
Describe the passenger journey through an airport, from booking to baggage reclaim
Carry out check-in procedures and verify travel documents
Apply baggage acceptance, tagging and excess-baggage principles
Manage boarding and gate procedures
Recognise and support passengers who need special assistance
Follow passenger and baggage security requirements
Identify dangerous goods that passengers may try to carry
Tell the difference between a CRS and a DCS, and what each one does
Deliver service to professional customer-service standards
Complete flight close-out and departure procedures
Use the core functions of Amadeus Altéa DC-CM
Understand how technology is changing passenger services
Know the responsibilities of check-in, gate and supervisory staff
Sixteen modules take you from the basics of the aviation industry to hands-on awareness of Amadeus Altéa DCS.
Who does what in aviation — airlines, airports, ground handlers, authorities and service providers — and how passenger operations fit together.
Every step from booking to baggage reclaim, and the passenger service agent’s role at each stage.
How a CRS handles bookings and tickets, and how a DCS runs check-in, seating, baggage, boarding and close-out.
The nine-step check-in process and the travel documents passengers may need.
Checking, tagging and routing baggage, and handling excess baggage.
Supporting passengers with reduced mobility, unaccompanied minors, infants, medical needs and service animals — with dignity and care.
Running the gate: announcements, boarding pass checks, priority boarding and boarding reconciliation.
Finalising passenger and baggage data before departure, and why accuracy matters for safety and security.
Conditions of carriage, eligibility, restricted items, denied boarding and passenger rights.
Spotting batteries, flammables, gas cylinders and other regulated items, and following the right procedure.
Identity checks, access control, suspicious situations and reporting concerns.
Six principles: professionalism, communication, empathy, accuracy, patience and ownership.
A five-step approach: listen, understand, explain, offer options, escalate when required.
Handling delays, cancellations, diversions, missed connections and overbooking.
Self-service check-in and bag drop, automated gates, biometrics, mobile boarding passes and AI.
Altéa DC-CM functions for passenger acceptance, baggage, seating, boarding and disruption handling.
Note: Module 10 provides awareness only and does not replace formal dangerous goods training.
This IATA passenger service agent course is for anyone who works with passengers, or wants to:
Airline passenger service staff
Ground handling agents’ passenger services staff
Airport operators’ staff providing passenger services
Civil Aviation Authority staff providing passenger services
Anyone starting a career as a Passenger Service Agent
No prior aviation experience? No problem. The course starts with the fundamentals and builds from there.
The programme supports career development in roles such as:
Passenger Service Agent
Check-in Agent
Gate Agent
Customer Service Agent
Airport Ground Staff
Ground Handling Agent
Airline Passenger Services
Airport Operations
Passenger Facilitation
Airline Customer Service
Airport Terminal Operations
Pass the final exam to earn an internationally recognised IATA Certificate.
Method: Online exam with remote supervision (OERS)
Format: 100 multiple-choice questions, closed book
Time allowed: 3 hours
Passing grade: 60%
Distinction grade: 90%
Exam attempts: 2
IATA Certificate — awarded when you pass the final exam.
Amadeus Certificate — awarded when you score 80% on all Amadeus assessments.
IATA Authorized Training Center — study an official IATA programme with a recognised training partner.
Two certificates — an IATA Certificate plus an Amadeus Certificate to show employers.
System skills, not just theory — get hands-on awareness of Amadeus Altéa DCS, used by airlines worldwide.
Learn at your own pace — a 45-hour e-book course with a free e-learning component.
Exam from anywhere — sit the final exam online with remote supervision.
Based in Doha — local support from our team in Nuaija, Qatar.
Moving into station management? See the IATA Ground Operations Management course, or browse all IATA courses in Qatar.
No. The course is designed for current passenger service staff and for anyone starting a career as a Passenger Service Agent.
It is a 45-hour e-book course, plus a free e-learning component on Amadeus Altéa DCS.
It is a Departure Control System that airlines use to check in passengers, assign seats, process baggage, manage boarding and close out flights. The course focuses on Altéa DC-CM (Departure Control – Customer Management).
Online, with remote supervision (OERS). It has 100 multiple-choice questions, is closed book, and lasts 3 hours.
60% to pass and 90% for a distinction. You have 2 exam attempts.
An IATA Certificate when you pass the final exam, and an Amadeus Certificate when you score 80% on all assessments.
A CRS mainly supports reservations and booking information. A DCS mainly supports airport departure and passenger processing, such as check-in, seating, baggage, boarding and flight close-out.
No. Module 10 gives awareness only. Formal dangerous goods training is a separate course.
Tell us a little about yourself and an advisor will contact you about batch timings, fees and eligibility. No obligation.
Sat–Thu: 09:00–22:00Fri: 08:00–22:00
Fill in the form and the brochure (IATA Passenger Ground Services with Amadeus Altéa DCS — Course Brochure) downloads straight away. We will also send a copy by email.
Build the skills to run a safe, efficient and profitable airline station, combining practical station management with the latest IATA Airport Handling Manual (AHM).
Start a career in travel: travel geography, industry codes, airfares and ticketing, hotels, tours and customer service, with reservations in an Amadeus GDS simulation.
Understand how cargo really moves around the world — by air, sea, road and inland waterway. Build the supply chain knowledge employers in logistics and freight forwarding look for, and earn an IATA Certificate.
Discover how New Distribution Capability (NDC) is changing the way airlines sell. In just 5 hours, learn the essentials and practise real booking tasks in an interactive NDC simulation.
