powered by
Center for Curriculum and Transfer Articulation
Airline Customer Relations Lab
Course: AIR129

First Term: 2018 Fall
 Laboratory   2.0 Credit(s)   6.0 Period(s)   6.0 Load  
Subject Type: Occupational
Load Formula: T


Description: Application of airline customer relations procedures. Use of airline computer systems emphasized. Includes customer service and the processing of tickets, coding, reservations, files, and vouchers.



MCCCD Official Course Competencies
1. Utilize various computer programs. (I)
2. Review customers` personal information for accuracy. (I)
3. Retrieve tracking Identifications using computerized program. (I)
4. Practice trouble shooting system issues (I)
5. Practice interpreting customer correspondence. (II, III)
6. Assign system codes based on customer concerns. (II, III)
7. Assess customer service failures or exception requests. (III)
8. Prepare goodwill compensation when appropriate. (III)
9. Locate duplicate files in tracking system. (IV)
10. Demonstrate procedures to close a Tracking ID. (IV)
11. Demonstrate effective communication skills. (I, II, III, IV, V)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
 
MCCCD Official Course Outline
I. Airline Computer Systems
   A. Overview
   B. Types
   C. Programs
   D. Screens
   E. System Concerns
      1. Troubleshoot
      2. Logging On/Off System
      3. Compatibility
      4. Failed Email
II. Codes
   A. Station
   B. Policy
   C. Personnel
   D. Department Referral
III. Reservations
   A. Flight Status
   B. Customer Concerns
   C. Goodwill Compensation
   D. Vouchers
IV. Files
   A. Track
   B. Duplicate
   C. Processing
V. Communication Skills
   A. Impression
      1. Positive
      2. Negative
   B. Attitude
   C. Actions
   D. Conflict Management


 
MCCCD Governing Board Approval Date: December 8, 2015

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.