ICTQual International Level 2 Award in Aviation Customer Service Excellence

The ICTQual International Level 2 Award in Aviation Customer Service Excellence is a focused qualification designed to help learners strengthen their skills in delivering high‑quality service across the aviation industry. This short yet impactful 2 days training programme builds on the foundations of Level 1, offering deeper insights into passenger care, communication, and service standards that are essential for success in global aviation environments.

This award is highly relevant for freshers looking to enter the aviation sector as well as professionals seeking to enhance their career prospects in airlines, airports, and aviation support services. Learners will explore how to manage passenger expectations, handle enquiries and complaints effectively, and work as part of a team to ensure smooth service delivery. The course also highlights the importance of cultural awareness, professionalism, and adaptability in today’s diverse aviation landscape.

By completing this programme, learners will gain practical skills that are immediately applicable in real‑world aviation roles, including effective communication, conflict resolution, and teamwork. These skills are not only valued by employers but also provide a strong platform for progression into higher‑level qualifications and specialised training in aviation management, safety, and operations.

The key benefits of this award include improved employability, enhanced service delivery capabilities, and the confidence to contribute positively to passenger experience and organisational success. With its international adaptability, the ICTQual International Level 2 Award in Aviation Customer Service Excellence ensures learners are prepared to meet the demands of a competitive and fast‑evolving aviation industry, both locally and globally.

Course overview

International Level 2 Award in Aviation Customer Service Excellence

To enrol in ICTQual International Level 2 Award in Aviation Customer Service Excellence, learner must meet the following entry requirements:

  • Age Requirement: Learners must be at least 16 years of age at the time of enrolment. This ensures appropriate maturity and readiness to engage with technical concepts and structured vocational learning.
  • Educational Background:No formal academic qualifications are required. However, completion of a Level 1 Award in Aviation Customer Service Excellence or an equivalent foundation course is recommended for best progression.
  • Professional Experience: No prior industry experience is necessary. The course is designed for freshers entering aviation as well as professionals seeking to strengthen their customer service skills.
  • English Proficiency: Since the programme is delivered in English, learners should demonstrate basic proficiency in reading, writing, listening, and speaking. This may be evidenced through prior education, a recognised qualification, or an internal assessment.
  • Additional Requirements: Learners are expected to show a positive attitude, willingness to learn, and interest in aviation customer service. Some centres may conduct a short interview or orientation session to confirm suitability. For online or blended delivery, access to a reliable digital device and internet connection is required.

This qualification, the ICTQual International International Level 2 Award in Aviation Customer Service Excellence, consists of 3 mandatory units.

  1. Understanding Passenger Needs and Expectations
  2. Handling Enquiries, Complaints, and Feedback
  3. Teamwork and Cooperation in Aviation Services

Learning Outcomes for the ICTQual International Level 2 Award in Aviation Customer Service Excellence:

Understanding Passenger Needs and Expectations

  • Identify the diverse needs of passengers across different aviation contexts
  • Recognise how cultural, social, and personal factors influence passenger expectations
  • Explain the importance of anticipating passenger requirements before they are expressed
  • Demonstrate awareness of accessibility needs for passengers with reduced mobility or special assistance requirements
  • Analyse how service quality impacts passenger satisfaction and loyalty
  • Apply strategies to personalise service delivery for different passenger groups
  • Evaluate the role of empathy in understanding and meeting passenger expectations
  • Reflect on how feedback can be used to improve understanding of passenger needs

Handling Enquiries, Complaints, and Feedback

  • Demonstrate effective listening and questioning techniques when responding to passenger enquiries
  • Apply professional communication skills to provide accurate and timely information
  • Recognise the importance of maintaining composure when dealing with complaints
  • Use problem‑solving strategies to resolve passenger issues effectively
  • Apply conflict resolution techniques to de‑escalate challenging situations
  • Record and report complaints in line with organisational procedures
  • Evaluate the role of feedback in improving customer service standards
  • Demonstrate professionalism and empathy when handling dissatisfied passengers

Teamwork and Cooperation in Aviation Services

  • Explain the importance of teamwork in delivering seamless aviation customer service
  • Demonstrate effective communication within a service team
  • Recognise the value of cooperation between departments such as check‑in, security, and boarding
  • Apply strategies to build trust and respect among team members
  • Contribute to team problem‑solving and decision‑making processes
  • Demonstrate flexibility and adaptability when working in dynamic aviation environments
  • Evaluate the impact of teamwork on passenger satisfaction and operational efficiency
  • Reflect on personal strengths and areas for improvement in team collaboration

The ICTQual International Level 2 Award in Aviation Customer Service Excellence is designed to strengthen learners’ skills in handling passenger interactions, managing service quality, and working effectively in aviation environments. Building on the foundations of Level 1, this award prepares learners for more responsible roles within airlines, airports, and aviation support services. It also provides a clear pathway for further vocational development and career progression in the global aviation industry.

  • Progression to the ICTQual International Level 3 Certificate in Aviation Customer Service Excellence, focusing on cultural awareness, service operations, and safety in customer service roles
  • Entry into the ICTQual International Level 3 Diploma in Aviation Customer Service Excellence, expanding knowledge in passenger journey management, service quality monitoring, and professional development
  • Opportunities to pursue specialist vocational awards in areas such as airport operations, ground handling, or aviation safety awareness
  • Development into junior customer service roles within airlines, airports, and aviation support services, including check‑in, boarding, and passenger assistance
  • Pathways to short professional certifications in communication, conflict resolution, and service quality, enhancing employability in aviation environments
  • Eligibility to progress into supervisory training programmes after gaining workplace experience, preparing learners for leadership roles in customer service teams
  • Career opportunities in aviation support functions, including baggage services, lounge operations, and passenger experience management
  • A foundation for long‑term progression through ICTQual’s structured qualifications framework, supporting continuous professional development in aviation service excellence

FAQs

The ICTQual International Level 2 Award in Aviation Customer Service Excellence is ideal for learners who want to build a career in the aviation industry or strengthen their existing customer service skills. It is designed for freshers entering the sector, as well as professionals already working in airlines, airports, or aviation support services who wish to enhance their communication, teamwork, and service delivery abilities. This course is also suitable for learners aiming to progress into higher‑level aviation qualifications and more responsible service roles.

Learners who successfully complete this award can pursue entry‑level and junior roles in aviation customer service, including passenger assistance, check‑in, boarding, and frontline service positions at airports and airlines. The qualification also opens opportunities in aviation support services, such as baggage handling, lounge operations, and passenger experience management. In addition, learners gain a strong foundation for progression into higher‑level ICTQual diplomas and specialist aviation training, supporting long‑term career growth in the global aviation industry.

The ICTQual International Level 2 Award in Aviation Customer Service Excellence is a 2 days training programme designed to be completed in full-time study over this period, with a focus on both theoretical learning and practical application.

ICTQual International Level 2 Award in Aviation Customer Service Excellence is offered in various formats, including online, in-person, or a combination of both. Participants can choose the format that best fits their schedule and learning preferences. But final decision is made by ATC.

Yes, ICTQual International Level 2 Award in Aviation Customer Service Excellence, includes assessments consisting of 100 multiple-choice questions (MCQs). These assessments evaluate participants’ understanding of the course material and their ability to apply concepts in practical situations. A minimum score of 75% is required to pass the assessments.cal situations. It is mandatory to pass assessments with a minimum score of 75%