powered by
Center for Curriculum and Transfer Articulation
Airline Customer Complaint Resolution
Course: AIR191

First Term: 2005 Fall
 Lecture   0.5 Credit(s)   0.5 Period(s)   0.5 Load  
Subject Type: Occupational
Load Formula: S


Description: Knowledge on the Air Carrier Access Act (ACAA) for airline complaint resolution agents. Covers mission and purpose of the ACAA, as well as in-depth information on Part 382 of the Act. Examines the complaint resolution process and strategies to communicate with people with disabilities



MCCCD Official Course Competencies
1. Describe the purpose, applicability, and definitions of the Air Carrier Access Act (ACAA). (I)
2. Review communication strategies when dealing with people with disabilities. (II)
3. Interpret Part 382 of the ACAA when responding to customers` requests. (III)
4. Utilize problem solving skills in order to provide quality customer service. (III)
5. Prepare documents related to complaint resolution. (IV)
6. List the six-step approach to complaint resolution. (IV)
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. Air Carrier Access Act (ACAA)
   A. Mission
   B. Purpose
   C. Applicability
   D. Definitions
   E. General Prohibition of Discrimination
   F. Contractors
   G. Accessibility
II. Communication
   A. People Traveling with Interpreters
   B. Hand Shakes
   C. People with Visual Disabilities
   D. Assistance Offer
   E. Basic Etiquette
   F. Wheelchairs
   G. Assistance Animals
   H. People with Difficulty Speaking
III. Service Request
   A. Part 382 of ACAA
   B. Requirements
   C. Company Policy and Procedure
   D. Customer Service
IV. Complaint Resolution
   A. Compliance Procedures
   B. Response Sequence
   C. Documentation
   D. Intoxicated Passengers
   E. Six-Step Approach
 
MCCCD Governing Board Approval Date:  3/22/2005

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.