PASSENGER HANDLING AND EXPERIENCE MANAGEMENT
CARE • COMFORT • CONNECT
Every passenger interaction contributes to the overall perception of an airline and airport. From booking and curbside arrival to check-in, security, boarding, inflight service, arrival and transfers, each touchpoint can either create confidence or introduce friction. GAME-107 develops a practical understanding of how these touchpoints are managed and connected into one passenger journey.
The course moves beyond traditional passenger handling to examine journey design, digital identity, biometric processing, self-service, accessibility, queue management and disruption recovery. Participants learn how airports and airlines can use technology, service design and effective communication to create journeys that are safer, smoother, more inclusive and more responsive to passenger needs.
Why Take GAME-107?
-
End-to-End Passenger Journey: Understand the passenger experience across the complete journey—from booking and airport arrival to boarding, inflight service, arrival and transfer. Identify how different operational teams contribute to the passenger’s overall experience.
-
Design Better Passenger Experiences: Learn to map passenger journeys, identify pain points, service gaps and friction points, and develop practical improvements rather than treating each service interaction in isolation.
-
Technology-Enabled Travel: Explore how biometrics, digital identity, mobile applications, self-service systems and real-time communication are changing the way passengers move through airports.
-
Manage Disruption with Confidence: Understand how passenger handling changes during irregular operations (IROPS), including rebooking, baggage delays, passenger communication and service recovery.
-
Create Inclusive Travel: Develop awareness of how airports and airlines support Passengers with Reduced Mobility (PRM), hidden disabilities and other special service requirements, making accessibility part of the passenger experience rather than an afterthought
Key Focus Area
LEARNING OUTCOMES
By the end of GAME-107, participants will be able to:
- Identify the major stages of the airline and airport passenger journey.
- Map passenger touchpoints and identify pain points and service gaps.
- Evaluate opportunities to improve passenger flow and service quality.
- Explain the role of digital identity and biometric processing.
- Understand the use of mobile technology and self-service systems.
- Explain passenger handling procedures for check-in, baggage, boarding, transfers and arrivals.
- Apply basic principles of irregular operations and passenger recovery.
- Understand the needs of PRM, hidden disabilities and passengers requiring special assistance.
- Evaluate the role of communication and stakeholder coordination during disruptions.
- Understand emerging approaches to inflight experience and cabin design.
- Assess how technology can reduce passenger friction while maintaining operational requirements.
- Develop a passenger journey map or service improvement plan based on safety, efficiency, accessibility and customer satisfaction.
INSTRUCTORS
Mr. Syed Khursheed Ali
Syed Khursheed Ali is an experienced Aviation instructor and former PIA Manager with extensive expertise in passenger services, ramp functions, cargo operations, and safety compliance, holding multiple Academic and professional qualifications, and having completed numerous specialized training courses related to Aviation Operations and Management.
Mr. Muhammad Humair Siddiqui
Muhammad Humair Siddiqui is an experienced aviation professional and trainer with over a decade of expertise in ground operations, passenger handling, and load control at leading international airlines. He specializes in delivering job-ready technical training, leveraging his current active-duty experience to provide students with up-to-date industry protocols and real-world operational insights.
WHO SHOULD ENROLL?
- Aviation students seeking practical passenger-service knowledge.
- Airport operations professionals involved in passenger movement and terminal services.
- Airline ground-handling staff working in check-in, boarding, baggage and passenger services.
- Customer service professionals in airlines and airports.
- Airport terminal and passenger experience teams.
- Travel and tourism professionals interested in the airport side of the passenger journey.
- Airline cabin and inflight-service professionals seeking a broader experience-management perspective.
- Professionals involved in accessibility and special passenger services.
- Fresh graduates preparing for careers in airport and airline passenger operations.
- Managers and supervisors responsible for service quality, passenger flow or disruption handling.
CAREER
Single Module Fee (GAME-107): 20,000 PKR
Executive Savings: Planning to earn the full Executive Certificate? Enroll in the complete 1-Year GAME Program (12 modules) for 200,000 PKR and save 40,000 PKR.
