IATA Air Cargo Customer Service (CGC-055)

Curriculum & Course Overview

Goal 1-day (8 hours) LIVE virtual classroom course Providing excellent customer service is essential to the long-term viability of every business. This course introduces the fundamental elements of customer service and explains how they can be applied in any organization, for all employees, ensuring they are equipped to meet and exceed the customer's expectations. You will learn about customer needs and demands, the ethics of customer service, and customer contact techniques to help your business to develop its customer service program to the highest level. In addition participants will learn how to efficiently handle air cargo claims, by studying existing legal instruments, examining key areas of claims, learning of documentary requirements and going through relevant procedures and best practices for satisfactory claims resolution. Course Code: CGC055VCEN01 Course format The live sessions of this virtual classroom course are delivered by an official IATA Instructor. The course will take you approximately 8 hours to complete and be held over 1 day. There will be 2 live interactive virtual classroom sessions, each session will be 120 minutes. The live sessions will require your participation, with multiple Q&A sessions and additional time spent on self-study material including projects, research, additional reading and videos. Student performance will be based on an assessment . Technical requirements Please verify your hardware, software and network to support your upcoming course with IATA Training. Prerequisites Participants should have prior knowledge of Air Cargo Business. Recommended level is Entry-level and Intermediate. The recommended level of language proficiency is ICAO Operational Level 4 for courses in English or the equivalent level for other languages. How to register When you click the Register button, you will be directed to log in to your Training Account . Please have your login details ready. Register early and save up to 25% at our Training Centers ! Please read the Terms and Conditions for the early bird discount . The discount will be calculated at the time of payment. To arrange in-house training for your company: Complete the in-house training request form or contact the B2B Training Specialist in your region. Virtual venues We schedule our virtual classroom courses through one of 3 virtual venues, each in a different time zone for your convenience. For more information, please visit our page on virtual classroom timing or contact our Customer Portal . Please check the exact schedule of each class below (View more details) and click ‘Register’ . Next available class Air Cargo Customer Service Online Asia (IATA) 20 October, 2026 USD100 Early Bird | Register by Sep 29, 2026 Class no: 4092089 English This course may be eligible for a discount. Log in to view your final price. USD 545 Register Air Cargo Customer Service Online Americas (IATA) 25 January, 2027 20% Early Bird | Register before Oct 26, 2026 Class no: 6876397 English This course may be eligible for a discount. Log in to view your final price. USD 516 Register VIEW ALL CLASSES Air Cargo Customer Service Online EMEA (IATA) 5 May, 2027 25% Early Bird | Register by Nov 04, 2026 Class no: 6876627 English This course may be eligible for a discount. Log in to view your final price. USD 484 Register Air Cargo Customer Service Online Asia (IATA) 22 October, 2027 25% Early Bird | Register by Apr 23, 2027 Class no: 6876857 English This course may be eligible for a discount. Log in to view your final price. USD 484 Register Learning Objectives • Upon completing this course, you will be able to: • Discuss the principles of customer service excellence and apply the fundamental aspects in business • Recognize the various social styles and cultural differences of air cargo customers and develop customer loyalty • Communicate and collaborate with customers utilising efficient communication processes and feel confident in any customer situation • Know more about the legal instruments in air cargo industry and make claims more effective and efficient within the process of cargo claims • Know obligations and rights of a claimant Structure • The key topics that are covered during this course include: • Basic principles of air cargo customer service • Building trust and service ethics and communication styles • Customer experience and lifetime value • Customer loyalty and relationship management • Nature, sources and principles of legal framework in air cargo industry • General Conditions of Carriage & Conditions of Contract • Obligation and right of the shipper / consignee / claimant • Cargo Claims Handling Procedures, awareness and prevention Primary Target Population This course is recommended for: Customer service, reservation and sales staff of air cargo logistics companies Airline and freight forwarders insurance manager, legal counsel and claim handling responsible, aviation lawyers Air Cargo Procedures Official Qualification An IATA Certificate of Completion is awarded to participants obtaining a grade of 70% or higher on an assessment. A special distinction is awarded to participants obtaining a grade of 90% or higher. Pathway to an IATA Diploma Diploma Air Cargo Business Development Diploma Gain critical skills to thrive in today’s dynamic air cargo industry. This virtual diploma offers in-depth training in air cargo strategy, management, and decision-making through interactive, executive-level learning air cargo. Related Links

Training Specifications