Customer Service for Travellers with Disabilities

Overview

About this course

2.0h$150

The Customer Service for Travellers with Disabilities course covers the critical elements of providing customer service to travellers with disabilities in an airport setting.

It is designed to equip all customer facing staff at airports with the skills they need to more confidently and effectively approach and interact with travellers with disabilities or special needs.

This course was developed in partnership with Changing Paces, a leading disability awareness and training organization.

Competencies

Competencies obtained

On completion of this course, participants will be able to:

Implement the critical elements of accessible customer service.
More confidently support people with various types of disabilities and special needs.
Better recognize and appropriately respond to barriers faced by travellers with disabilities at their airport.
Understand how to use respectful language when talking to and about travellers with disabilities, including the use of People First Language.
Appreciate the important role that disability supports play in maintaining travellers with disabilities’ freedom and independence.

Content

Course content

The Customer Service for Travellers with Disabilities course covers the following topics:

New Perspectives

Disabilities and Customer Service

Barriers and Language

Disability Supports

Enroling

Who should enrol?

Those directly responsible for supporting travellers with disabilities e.g., special assistance agents or managers.
All those working at an airport who interact with customers as part of their role.
Airport managers, supervisors, or team leaders responsible for frontline personnel.
Any airport employee who wants a better understanding of how to support passengers with disabilities.
Suppliers and service providers with customer facing responsibilities at an airport.
Anyone interested in a career in passenger facilitation, customer service, or customer experience management.

Customer Service Agent

Assists passengers throughout their journey, delivering exceptional service and ensuring a smooth airport experience.

Reviews

Customer reviews

Clear, simple and effective. Could be of use to anyone working in an airport.

Anonymous

Very much worth the investment in time to learn more about accommodating all travelers with no disabilities, visible or hidden disabilities so everyone enjoys the same travelling experience.

Rich

Very informative and an eye opener, learned a lot on how to apply and treat with dignity, when serving travelers especially those with disabilities.

Sylvia

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Speak with a training expert

Yes – Ceventas, the company behind Klayo and the Online Learning Centre, is an ICAO TRAINAIR Plus member and all courses are accredited by Airports Council International (ACI).