Canada Tourism College Airline Customer Service Representative Certificate

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Airline Industry

An overview of the airline industry introduces students to the history, trends, regulations, terminology, and the alliances with other industry players.  Students gain an understanding of the major carriers, code sharing, frequent flyer programs, food service, classes of services, city and airport codes and the 24 hour clock.

Airline Fare Structures

This travel tourism course covers the principles and foundations of domestice and international airfare calculations.

Apollo Airline Reservation System Training in a "live" format

This course will provide you with global distribution system training within the "live" Apollo airline reservations. You will learn how to complete a PNR, research fares, book seats, order special meal needs, request special services, divide PNR's, build clients profiles ~ quote fares, price itineraries, decode and encode city pairs, airline designators and how to cancel and rebook segments of PNR's. This live reservation system is unique to CTC students and we are proud to bring such quality into our classroom.

Customer Service Skills

Having good customer service skills is extremely important when working at the Airport. In this course you will learn how to deal with different situations (flight delays, cancellations, overbooked flights, lost baggage), how to solve problems and how to be a good listener. It will also provide you with the tools and skills you will need when dealing with irate passengers.

Career Days

There will be a field trip for this program where you will be able to visit the domestic, international and south terminals at the Vancouver International Airport. You will be able to see first hand what airline customer service agents do at the Airport.

Career Development

This will provide you with the skills to get your career moving. You will create an effective resume, learn how employers interview, find out what they require from prospective employees, uncover current employment opportunities and how to access the hidden job market. This is an excellent opportunity for students to create an electronic resume, prepare your "visual image" in preparation for the interview, learn the proper procedure for following up with the employer after being interviewed and to negotiate employment terms.

Assisting Clients With Disabilities

Disabled travelers now account for a significant share of the travel market and consequently present service professionals with alternative service requirements. This seminar is designed to assist customer service representatives in the understanding and service requirements for guests with disabilities and how to most professionally meet and exceed their needs and expectations.

Please note that CTC reserves the right to change curriculum as required.