Aviation Service Excellence While Physical Distancing


In the wake of the COVID-19 global pandemic, there is no doubt that the customer and employee experience will be different in airports and onboard aircraft, however that doesn’t mean that customer or employee satisfaction should be compromised.

The ACI Online Learning Centre has partnered with Ethos Farm, an award-winning customer experience consultancy, to deliver ‘Aviation Service Excellence While Physical Distancing’. This course supports staff to provide service excellence while physical distancing.

Learning Objectives

On completion of this course participants will be able to:

  • Understand the current situation with regards to COVID-19.
  • Be aware of customer mindsets and behaviours as a result of COVID-19.
  • Be aware of their colleagues and team member in the wake of COVID-19.
  • Recognise the ‘new normal’ in the aviation customer journey.
  • Be able to adapt service delivery accordingly.
  • Identify how to work with Personal Protective Equipment (PPE) and new health and social distancing regulations to maintain service excellence.
  • Keep on top of the evolving situation and contribute to the continuous improvement cycle.

Who Should Enrol?

  • All airport personnel who interact with customers, personnel from companies and service providers throughout the aerodrome.
  • All airport customer experience and customer service representatives.
  • Airport managers, supervisors or team members responsible for frontline personnel.
  • Airport personnel involved in concession services.

Course Content

The Aviation Service Excellence While Physical Distancing course covers the following topics:

  • Introduction and Context
  • Understanding the post COVID-19 customer mindset
  • Understanding the post COVID-19 employee mindset
  • Health and Safety (Physical Distancing and PPE)
  • Delivering Service Excellence
  • A Final Thought


This course includes an integrated online assessment.

Candidates must successfully complete the assessment to receive a Certificate of Completion.

Course info

  • Duration: 45 minutes
  • Language: English
  • Level: Short Course
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$25.00 USD