Aviation Customer Service Excellence: A 360-Degree Perspective
Deliver exceptional end-to-end customer experiences across the aviation ecosystem through deeper service understanding, improved coordination, communication, and quality management.
@ Aeroclass
Course description
Customer expectations have evolved rapidly, and aviation organizations now face increasing demands for efficiency, empathy, and seamless experiences across all touchpoints. Airlines, airports, security agencies, immigration, tourism boards, and hospitality partners are interconnected, and their collective performance shapes the passenger journey.
This online class provides a holistic understanding of customer service in aviation, covering the full journey from trip planning to post-arrival support. Participants will explore how products, marketing, sales, and service functions interlink; how each stakeholder contributes to overall satisfaction; and how communication, culture, technology, and people management influence service outcomes.
Topics include passenger journey mapping, effective communication, systemic service design, team leadership, cultural awareness, digital transformation, CRM, regulatory and security considerations, and practical quality assurance frameworks. Real-world examples and case studies support application and help strengthen cross-functional collaboration to enhance service excellence.
By the end of this class, participants will be equipped to provide outstanding customer service, foster trust and loyalty, and contribute to stronger operational and commercial performance across the aviation ecosystem.
Learning outcomes
By the end of this class, participants will be equipped to:
- Understand aviation’s end-to-end customer journey and stakeholder roles
- Identify key passenger touchpoints and assess service impact
- Coordinate product, marketing, sales, and service activities
- Apply effective communication strategies in a multicultural environment
- Manage and motivate diverse service-delivery teams
- Apply quality management principles across service processes
- Recognize opportunities to use technology, CRM, and AI to enhance service
- Understand regulatory and security requirements affecting customer experience
- Evaluate real-world challenges and propose improvement solutions
Who should attend
- Airline, airport, and ground operations staff
- Customer service professionals
- Hospitality and tourism representatives
- Security, immigration, and customs personnel
- Managers responsible for service delivery and passenger experience
- Professionals transitioning into aviation service roles
Meet your instructor
Jörg Troester
Jörg Troester has more than 25 years of experience in the aviation industry. As Head of Corporate Strategy Jörg is responsible for Hahn Air’s strategic development and represent the company at various industry associations as well as towards governmental organizations. Jörg also works as a guest lecturer at different universities and international organizations.
Before joining Hahn Air Lines, he worked for over ten years with LTU International Airways in various positions in project management and product development in the areas of distribution, sales & marketing and IT.
Jörg holds a Master’s Degree in linguistics and media science, an MBA in tourism and hospitality and LL.M. in Commercial law.
Develop customer-focused CRM strategies to ensure your airline has a competitive advantage regarding cost and revenue.
Why you should attend?
Aviation customers are more informed, more connected, and more selective than ever. Their expectations extend well beyond safety and punctuality - they demand personalized, efficient, and empathetic service throughout their journey. This has intensified in the post-pandemic operating environment, where disruptions, staffing shortages, and heightened travel complexity challenge traditional service models.
With multiple stakeholders influencing each customer touchpoint, collaboration and visibility across the end-to-end journey have become critical. As digital tools and AI reshape engagement, organizations that prioritize service design, quality management, coordinated communication, and human-centered interaction are best positioned to build loyalty and remain competitive.
Customer service excellence is no longer a differentiator - it is a strategic requirement for commercial success, brand trust, and passenger retention.
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