MCCCD Program Description

Airline Customer Relations I

Course: AIR127

First Term: 2014 Spring

Lecture 3 Credit(s) 3 Period(s) 3 Load
Subject Type: Occupational
Load Formula: S - Standard Load

Description: Overview of airline customer relations. Includes policies and procedures as well as reservations, routing, coding, and travel awards

MCCCD Official Course Competencies
1. List customer benefits that are involved with airline network and codeshare flights. (I) 2. Indicate where to route customer letters and e-mails. (II) 3. Explain the coding system for various areas within the airline. (III) 4. Differentiate between positive, negative, and neutral codes. (III) 5. Identify the customers who have the option to pre-board flights. (IV) 6. Summarize ticket policies. (IV) 7. Summarize the reservation process. (V) 8. List exceptions for reserving flights on the website. (V) 9. Identify the process for award redemption travel and vacation packages. (V) 10. Explain the importance of first flight operation. (VI) 11. Review the airport and flight procedures for pets and service animals. (VI) 12. Describe mileage credit and accrual for frequent flyer miles. (VII)
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 Overview A. Airline Network B. Codeshare II. Customer Service A. Routing B. Frequent Flyer Miles III. Coding A. Airline B. Ranges IV. Policies A. Pricing B. Airport C. Boarding D. Baggage V. Reservations A. Online 1. Revenue Purchases 2. Award Redemption 3. Vacation Packages 4. Exceptions B. Telephone C. Gift Card Purchases D. Flight Status E. Customer Questions VI. Airport/Flight Procedures A. Service Stations B. Check-In Counters C. Policies VII. Frequent Flyer Program

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.