Ground Crew Silver

The International Travel College (ITC) is the premium supplier of training courses for the airline, airport, travel and tourism industries. Winners of three New Zealand Tourism Awards, in recognition by the industry of our excellence in travel & tourism training. ITC is registered and accredited with the New Zealand Qualifications Authority (NZQA), the International Air Transport Association (IATA/UFTAA), CODECO, ISO and Microsoft.

Highlights /Why us?

Studying Online means you can study when you like, for as long as you like, wherever you like. In fact, if you can access a device connected to the internet, simply log in and away you go: during your bus trip on your mobile, when you’re at lunch on your iPad, or from your laptop. These courses work on all devices.

You might be generally interested, or your employer might like you to expand your knowledge. These courses cater for all options & interests!

Our courses cover everything from flight attending through to ground handling,
cruising, tour guiding, customer service and lots more! Simply select the topic that you’d like to study, and if you like what you see you can make an online purchase and start studying!

Research found that our industry partners suggested “ITC should offer training which leads to a Certificate, gives staff and in fact the whole industry an opportunity to up-skill, so that everyone gains: the employee, the employer, the traveller, and the industry as a whole.” These online courses cater exactly to the needs our key industry partners have identified.

The courses contain a broad selection of lessons which include valuable information, industry references, online links, video clips, maps and more. In fact everything that relates to the topic you’ve selected. Each Silver and Gold course option also contains a set of assessment questions which, when completed correctly, leads to the award of an ITC Online Training Certificate of Completion. Great for your CV, & excellent for your career opportunities!

You will be able to access your course on your computer, laptop, tablet, and mobile
phone!

Course Overview

The Ground Crew course is filled with valuable information about what it is like to work at an airport! If you are interested in working at the check-in counter and at the boarding gate, or maybe at the airline’s customer service desk at the airport then this is tourse you are looking for!

You will learn about the aviation industry, airlines, time zones, ticketing & documentation, passports & visas, baggage allowances, passenger handling skills, customer service, airport security, careers and job hunting, and more!

The SILVER course includes 22 comprehensive lessons with valuable information, several quizzes, and a final assessment. Upon completion of the SILVER course we will issue you with a Certificate of Completion!

You can complete this course on any device: smartphone, iPhone, tablet, iPad, Mac  notebook, PC laptop, and any computer.

Program Outline/Syllabus

Lessons

Ground Crew – Aviation Industry
This first chapter is about the Aviation Industry, and informs you thoroughly on the
participants in this industry and how they contribute. It includes information about Full
Service Airlines and those that are referred to as ‘No Frills’ airlines.

Ground Crew – Charter & VIP Airlines
This short lesson tells you about charter airlines (and why they are different to
scheduled airlines), as well as Flag carriers and VIP airlines. Examples are included for
all these airlines.

Ground Crew – Aircrafts
This lessons provides in-depth information regarding the main two aircraft
manufacturers (Boeing & Airbus). Then it progresses into specific information about
aircraft components. There is so much to learn!

Ground Crew – Classes of Service & Seating
Classes of service and Aircraft Seating are discussed in this lessons. You will know all
about the differences between economy, business and first class upon completion of
this lesson!

Ground Crew – Airport Operations (General)
This lessons looks at the airport operations at specific airports around the world, such
as Sydney, Atlanta, Dubai and London Heathrow.

Ground Crew – Landside & Airside
This part of your course informs you thoroughly about the differences between the
landside area of the airport, and airside. It also provides details on a variety of aspects
regarding airport operations.

Ground Crew – Aviation Codes
In this lesson you will be introduced to aviation codes, in particular (in this lesson) to
city and airport codes. These codes are used all the time, every day, in the airport and
aviation environment. You need to know them! Practice is included.

Ground Crew – Airline Codes
You’ve learnt all about Airport and City Codes previously. Those are not the only
important codes for this industry: Airline Codes are used very day too!

Ground Crew – Airline Geography
Knowing your geography is very important in the world of airlines and airports. You
want to make sure you know all countries and cities, for every person that checks in at
your counter!

Ground Crew – More continents
In this lesson you will learn lots about the following continents: Africa, North America,
South America, Antarctica, Europe and Oceania (Australasia). There is so much to see
& do in the world!

Ground Crew – Time Zones
People at the airport will wonder how long their flight will take. Others, who have
already had a long flight, might be suffering from jetlag. In both cases it is helpful if
you are familiar with ‘time zones’, which you will learn about in this lesson.

Ground Crew – Ticketing & Documentation
When you work at the airport or for an airline, you will assist passengers with their
travel documents. These will include tickets and passports. In this lesson you will read
how important these documents are, and how to read them.

Ground Crew – Passports & Visas at Check-in
It is important to know whether your passengers have the right passports and visas for
the destination(s) they are travelling to. It used to be the responsibility of the travel
agent to check these documents. Now, with people booking their tickets online, it is the
individuals responsibility to check – and for the check-in agent to be the last & final
person before the travellers board the plane!

Ground Crew – Ground Staff Role
Specific job roles and tasks apply to positions as Ground Crew at an airport. Each role
and task is discussed in detail in this lesson. You might come across a description you
think perfectly describes your Dream Job!

Ground Crew – Baggage
Learn all about baggage allowance for both checked-in and hand luggage, including
which differences apply between classes of service. Baggage allowance also depends
on where in the world you travel!

Ground Crew – Passenger Handling
Think you can communicate? Of course you can! But are you aware of all the
situations, barriers, and issues that may arise during the communication process?
Hardly anyone is, and this lesson will ensure you become much better informed!

Ground Crew – Listening Skills
Listening is the most important aspect of communication skills. That is why we have
dedicated a separate lesson to this topic. Whether you are communicating with
customers, colleagues, friends or family, excellent listening skills will greatly assist you
in communicating effectively.

Ground Crew – Service Attitudes & Handling Complaints

Your attitude towards your customers will determine whether you offer excellent
customer service, or just ‘good’ or ‘average’. To ensure your customers are completely
happy with your customer service, you need to be aware of your attitude. You also
need to know how to handle complaints, as these are a normal part of every job. Lots
of information within this lesson!

Ground Crew – Airport Security
Security at the airport is important. Everyone is expecting to be kept safe: passengers,
check-in personnel, retail staff, airline representatives, and those people saying
goodbye to their loved ones. Security is also important for airlines, as they want their
flights to go smoothly, and arrive at the destination without any problems.

Ground Crew – Shift Work
Many airport operate 24/7. To ensure there are always enough people to serve
customers, staff work a roster. This shift work, and the fact that the airport is open all
day and most of the night, means you will be working odd hours. Read in this lesson
how shift work affects you, your sleeping patterns, and your social life.

Ground Crew – Personal Presentation
Personal presentation is part of being professional in your work. Learn all about what
level of personal presentation is expected at the airport.

Ground Crew – Career Preparation
Now you know what it’s like to work at an airport, you want to be able to score that
Dream Job! For that you need to learn about CV preparation, interview techniques,
and how to prepare for your job interview. All of this is included within this chapter.

Assignments/Tests – 

At the end of the lessons on each Silver or Gold course, you will find an assessment quiz. You need to first read through all lessons. A blue, oblong tab will appear at the end of the last lesson, “Take this lesson quiz”. Click on this to complete or resit your assessment quiz. Ideally, you score 80%, or more, in your assessment quiz. If you
scored less than 80% on your first attempt, we would like you to resit the assessment quiz to see if you can score higher on your second attempt.

What will I learn?-

• The aviation industry & airlines
• Ticketing, passports & visas
• Baggage allowance & airport security
• Passenger handling & customer service
• Careers, CVs and job hunting