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

First Term: 2014 Spring
 Laboratory   2 Credit(s)   6 Period(s)   4.8 Load  
Subject Type: Occupational
Load Formula:


Description: Application of airline customer relations. Use of airline computer systems emphasized. Includes 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. Create cases using appropriate computerized program. (I)
4. Practice logging customer feedback into computer system. (I)
5. Inspect vouchers for correct name, amount, and reason code. (I, II)
6. Use various codes for required areas. (II)
7. Demonstrate ability to retrieve archived and stored reservations. (III)
8. Locate duplicate files in tracking system. (IV)
9. Complete specific types of processing files. (IV)
10. Demonstrate effective communication skills. (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. Customer Review/Feedback
II. Codes
A. Airline
B. Product
C. Range
III. Reservations
A. Flight Status
B. Customer Concerns
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: March 25, 2014

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.