Terminal & Passenger Services

• Customer Interaction:Dealing with passenger queries, grooming, and communication standards (Ref: Airline Customer Service Executive - AAS/Q0301).
• Ticketing & Reservations:Handling Global Distribution Systems (GDS like Amadeus/Sabre) and fare calculations (Ref: Airline Reservation Agent - AAS/Q0302).
• Security & Safety:X-ray screening, surveillance, and pre-boarding security protocols (Ref: Airline Security Executive - AAS/Q0601).
• Terminal Operations:Airport layout management, retail coordination, and facility maintenance (Ref: Airport Terminal Operations Executive - AAS/Q06397).

Syllabus Structure

This program prepares students for airport terminal operations, passenger handling, customer service, safety, and regulatory compliance, focusing on real-world airport environments.

Semester I – Fundamentals of Aviation & Passenger Services

Theory

• Introduction to Aviation Industry
• Airport Terminal Layout & Infrastructure
• Basics of Passenger Services
• Front Office Operations in Aviation
• Computing Skills – I
• Functional English

Practical

• Airport Terminal Familiarization
• Passenger Interaction Basics
• Front Desk & Information Counter Operations
• Computing Skills – I

Semester II – Passenger Handling & Ground Operations

Theory

• Check-in Procedures & Boarding Process
• Airline Reservation & Ticketing Basics
• Airport Ground Handling Overview
• Airline Grooming, Etiquette & Customer Care
• Basics of Economics and Market

Practical

• Check-in & Boarding Simulation
• Reservation System Practice
• Passenger Service Role Plays
• Grooming & Etiquette Training

Semester III – Terminal Operations & Passenger Experience

Theory

• Baggage Handling Systems & Procedures
• Airport Security & Screening Processes
• Passenger Facilitation & Special Assistance
• Fundamentals of Tourism & Air Transport
• Communication Skills – II
• Financial Literacy

Practical

• Baggage Handling Simulation
• Passenger Assistance (PRM, elderly, children)
• Security Awareness Drills
• Customer Communication Exercises

Semester IV – Safety, Regulations & Service Quality

Theory

• Aviation Safety & Emergency Procedures
• Airport Regulations & DGCA Guidelines
• Aviation Security Awareness
• Airport Services Quality Management
• Basics of Accounting
• Computing Skills – II

Practical

• Emergency Evacuation Drills
• Safety & Security Simulations
• Service Quality Assessment
• Operational Reporting

Semester V – Advanced Passenger Services & Terminal Management

Theory

• Airport Terminal Management
• Customer Experience Management in Aviation
• Handling Irregular Operations (Delays, Cancellations)
• Digital Systems in Passenger Services
• Introduction to National Aviation System

Practical

• Irregular Operations Case Studies
• Digital Passenger Management Systems
• Terminal Coordination Exercises
• Service Recovery Techniques

Semester VI – Industry Exposure & Professional Readiness

Theory

• Aviation Risk & Crisis Management
• Sustainable & Smart Airport Concepts
• Entrepreneurship in Aviation Services

Practical

• Airport / Airline Training or Internship
• Project Work (Terminal Operations / Passenger Services Based)

Key Skills Developed

• Passenger handling & customer service excellence
• Check-in, boarding, and baggage operations
• Airport safety, security, and emergency response
• Terminal coordination & service quality management
• Digital passenger management systems

Career Opportunities

• Passenger Service Executive
• Airport Terminal Operations Assistant
• Check-in & Boarding Officer
• Customer Service Agent (Airlines / Airports)
• Ground Handling Staff
• Airport Service Quality Executive