International Air Transport Association. All rights reserved. Printed in Canada.

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2 International Air Transport Association. All rights reserved. Printed in Canada.

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4 Table of Contents Director General s Message Vice President, Human Capital s Message Introduction to ITDI Global Reach Global, Academic and Industry Partners Regional Training Partners (RTP) Authorized Training Centers (ATC) Accredited Training Schools (ATS) IATA Training Centers (ITC) Training Solutions Distance Learning Technology Instructor-Led Learning Certification and Diploma Programs Diplomas at a Glance 2012 Course List Membership Discounts Registration Corporate Contacts 4

5 Aviation is a wonderful industry. It helps create $2.2 trillion worth of business and supports over 56 million jobs in today s globalized economy. These jobs provide challenging career openings in an industry that is a generator of prosperity - both material and of the human spirit. Well trained, knowledgeable and talented people are the cornerstone of our business. Aviation was built with the skills of people who were passionate about connecting the world. The globalized economy that aviation has helped to build has created a dynamic operating environment. To thrive, airline managements and individual airline professionals must make the right investment decisions continuously to build and reinforce relevant skills and knowledge. IATA s Training and Development Institute is focused on meeting the air transport industry s need for flexible, high-quality training. As the industry s global association we have an unparalleled track record in expert training in all critical areas of the aviation business. Moreover, we have partnered with some of the world s leading educational establishments to augment our general management offerings and ensure that courses are delivered with the latest learning techniques. Comprising the widest possible range of course material with a strong geographical and cultural reach, ITDI training provides rewarding opportunities for every aviation professional. The IATA team looks forward to helping businesses and professionals build stronger career opportunities in the world s most exciting industry. Sincerely Tony Tyler Director General and CEO International Air Transport Association 5

6 The IATA Training and Development Institute (ITDI) develops Human Capital for competitive advantage. We draw on our passion for learning, cutting edge technologies and our partnerships worldwide to meet - and anticipate - the evolving needs of air transport leaders everywhere. The demand for skilled people never went away during the industry s downturn. Shifting workforce demographics, talent shortages and skills gaps continue to be shared concerns as the industry moves to renew and reinvent itself. ITDI has the solutions. Our cost-conscious diploma programs, innovative tools and renowned expertise will help you effectively manage your Human Capital at every level. Look to our total training solutions to help you develop, engage and retain the workforce you need for improved sustainability and performance. ITDI s unique training model enables us to customize any of our 160 courses for in-company delivery or distance learning so that you can cover large groups with zero travel costs. Investing in Human Capital is a powerful response to meet the evolving challenges of the future. Let ITDI help you optimize your workforce talent to drive better business performance. For your competitive advantage and success. Sincerely, Guido Gianasso, Ph.D. Vice-President, Human Capital International Air Transport Association 6

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8 Empowering People and the Industry As the leading provider of global aviation training solutions and professional development programs, IATA Training and Development Institute (ITDI) develops human capital for tomorrow s air transport industry. Our internationally recognized programs reflect the changing needs of our industry, and cover all areas of the aviation industry including: air navigation services, airline management and aviation law, airports, aviation security, cargo and dangerous goods regulations, civil aviation management, ground operations, environment, organization and human performance, quality and airline operations, revenue accounting and control, safety, and travel and tourism. We harness the power of technology to bring you a wide variety of training vehicles that are innovative, flexible and cost-effective. 8

9 Global Reach An investment in your employees generates immediate returns. 30+ diplomas 50 locations 150 countries 300 instructors 300+ course offerings 400 global partners trained through IATA Training Centers every year trained through IATA Global Training Partners every year 1global training institute dedicated to your success RETURN ON INVESTMENT Investing in employees not only provides them with an improved skill-set by which to work more effectively and efficiently, but instills a level of confidence among clients, shareholders and other important stakeholders, resulting in an even more impressive bottom line for you. ITDI training solutions offer a smart, cost-effective way to update and fill your skills gaps to improve your output and meet the demands of the future. Over 80% of our students have said they would recommend an ITDI course to their colleagues.

10 Global, Academic and Industry Partners With over 350 partners around the globe, IATA training is easily accessible no matter where you may be in the world. ITDI provides flexible training options and guidance designed around you and your goals. Whether you would like to receive personalized training delivered by experts at one of our Regional Training Partners (RTP), instruction on e-learning material and publications through an Accredited Training School (ATS), or register for an exam at one of our Authorized Training Centers (ATC), we re here to help you every step of the way. 15 Regional Training Partners (RTP) 130 DGR Accredited Training Schools (ATS) 220 Authorized Training Centers (ATC) Academic Partnerships University of Geneva Geneva, Switzerland Harvard Business Publishing Boston, Massachusetts Nanyang Technological University Singapore Stanford Center for Professional Development Stanford University, California Industry Partnerships International Civil Aviation Organization (ICAO) Montreal, Quebec CAE Inc. (CAE) Montreal, Quebec 10 10

11 IATA Regional Training Partners (RTP) IATA Regional Training Partners are independent organizations that offer a selection of IATA classroom courses and diploma programs. IATA carefully selects training partners to ensure the integrity and accessibility of our programs. Our network is continually expanding as we work to meet the needs of a growing industry. Following is a list of IATA Regional Training Partners by region: AFRICA Ghana Civil Aviation Authority Kenya Airways ASIA PACIFIC Asset Aviation International EUROPE Air Baltic Training Ltd. LATIN AMERICA Miami Technology Group (MIATECH) Singapore Aviation Academy Turkish Airlines Inc. Aviation Academy TALMA Training School MIDDLE EAST AND NORTH AFRICA Arab Air Carriers Organization Gulf Centre for Aviation Studies ASE Education Gulf Aviation Academy Egypt Air Training Center RUSSIA AND CIS Non-Commercial Partners Aviation Center (NPAC) 11

12 Accredited Training Schools (ATS) IATA Accredited Training Schools (ATS) are independent organizations authorized by IATA to deliver training programs in the field of Dangerous Goods Regulations. ATS are entitled to deliver specialized technical and management training courses, such as: Dangerous Goods Regulations - Initial Dangerous Goods Regulations - Recurrent Dangerous Goods Regulations - Awareness Infectious Substances Regulations Radioactive Materials Partnership with IATA in the training field authorizes ATS to deliver IATA training courses locally and enables students and professionals to upgrade their professional competencies to IATA standards. Becoming an ATS Criteria for endorsement are based on Section 1.5 of IATA s Dangerous Goods Regulations and IATA s Dangerous Goods Training Standard. Additionally, schools must undergo a rigorous review of teaching materials, tests and instructor credentials. To maintain endorsement, all schools must pass an annual re-accreditation review and may be audited at any time. Authorized Training Centers (ATC) IATA Authorized Training Centers (ATC) are independent training facilities authorized to teach IATA Training Programs in the fields of Aviation, Travel and Tourism and Cargo and Dangerous Goods Regulations, including the following specific IATA Training Programs: Becoming an ATC Authorization is granted based on demonstrated instructional expertise in addition to the institution s overall ability to provide quality training. IATA International Travel & Tourism Program IATA International Cargo Training Program IATA International Aviation Training Program IATA - Harvard Leadership and Management Diploma Stanford - IATA Aviation Management Certification Program ATCs recruit and train students, while examinations are organized and supervised by IATA coordinators located in the ATC s country or region. 12

13 IATA Training Centers IATA Training Centers are strategically located in every corner of the globe, in some of the world s most celebrated cities: Beijing, Delhi, Geneva, Miami, Montreal and Singapore. All IATA training facilities offer modern, state of the art training facilities; and when you choose to study at an IATA Training Center you are guaranteed to receive training from IATA Registered Instructors, each of whom are experts in their fields. Onsite facilities Printers, WiFi Internet connection and quiet workspaces are complimentary for the duration of your stay at any one of our IATA Training Centers. Accommodation Course participants benefit from special rates with hotels near each IATA Training Center. 13

14 Training Solutions Learning Technology Mobile learning - course material is professionally developed to deliver comprehensive instruction, in keeping with ITDI s high standards. The material can be accessed via CD-ROMS and e-books or delivered directly to the student with the revolutionary apple ipad. These advanced learning solutions facilitate endless possibilities for students personal and professional growth. E-learning - reduce costs and training time with this flexible, quick and easy option. Students can enroll anytime, study at their own pace and obtain the knowledge and skills they require to upgrade their professional competencies. Instructor-led Training Classroom Training - courses spanning all areas of study are offered in 50 locations worldwide, including six state-of-the-art IATA training centers strategically located in Montreal, Miami, Geneva, Singapore, New Delhi and Beijing. In-Company Training - experts in a variety of specialized fields offer onsite training for companies, tailoring content to suit their specific needs. Onsite training is extremely cost-effective for you and can be highly motivating for your employees. Customized Solutions IATA courses can be adapted to your organization s needs and delivered at your premises by IATA Registered Instructors. 14

15 Distance Learning Technology IATA Learning Technology courses deliver comprehensive instruction to busy aviation and travel industry professionals. Our training solutions are interactive, learner-friendly, and available in a variety of convenient formats. More than 30,000 young professionals each year gain the skills to maximize job opportunities across the aviation, cargo, and travel and tourism industry sectors through IATA s Learning Technology programs. Courses are available in the following formats: ebook (formatted for all portable electronic devices) Textbook elearning 15

16 Instructor-Led Learning Classroom Training IATA Training and Development Institute offers over 300 unique courses each year led by a world-class faculty of professionals who are subject-matter experts in their fields. The classroom setting provides opportunities for participants to engage in practical training from top industry professionals and to exchange with peers from around the globe. Participants may study at one of our six IATA Training Centers or at one of fifty other worldwide classroom locations. ITDI Faculty From program design to delivery, ITDI is at the leading edge of innovation and change. We work with professionals who are at the forefront of their diverse fields of expertise to shape the design and development of our courses. With over 300 highly qualified instructors based around the world, our faculty boasts world-class professionals who are immersed in the culture of their host country. Every year IATA assigns senior IATA Subject Matter Experts (SME) to work as in-company trainers for clients situated in every corner of the globe. Benefits of classroom training: Learn from industry experts Reinforce what you learn through case studies, simulation exercises and other exemplary methods taught by IATA Registered Instructors Global networking: interact with professionals in your field Study from official IATA training and materials Learn in modern, state of the art training facilities In-Company Training Customized and cost-effective in-company training developed exclusively for your company s needs. Every single one of IATA s classroom courses can be customized according your organization s specific needs and delivered on your premises, whereever in the world you may be located. IATA offers multiple and single course packages that can be developed exclusively for you. Benefits of In-Company training: Expert instruction by IATA Registered Instructors Customized courses Training on your schedule Training from the convenience of your office Cost effective - benefit from group rates 16

17 Certification and Diploma Programs In these difficult economic times it is becoming increasingly important to differentiate one-self, resulting in an ever more specialized global marketplace. Earning a diploma in your respective industry segment will set you apart from the competition as a recognized specialist, increase your efficacy, and keep you on top of the latest techniques and developments in your area of specialization. ITDI offers a wide range of diplomas covering all segments of the aviation industry. While any course may be taken on a stand-alone basis, we encourage participants to select a program leading to an IATA diploma. It is not necessary to commit to a diploma program at the outset. However, the earlier a diploma program is selected, the sooner IATA can work with you or your employees to help further professional development. Diploma Requirements The curriculum is based on four courses related to a field or specialization. To obtain a diploma, one must successfully complete all required courses plus elective courses of his or her choice within a period of two years. Required and elective courses that have been successfully completed within the specified time frame may also be applied to a diploma of your choice*. How to apply: 2 years 1. Select a diploma 2. Register for required and elective courses specified by the diploma of your choice, and indicate whether you have completed one of the applicable courses in the past two years*. 3. Complete all required and elective courses within a period of two years (unless indicated otherwise). * A maximum of two courses successfully completed prior to registering for a diploma may be applied to any new diploma. 17

18 Diplomas at a Glance Diploma courses may be taken independently to earn an IATA certificate and/or applied toward a diploma. IATA awards diplomas to those whom complete a combination of two required and two elective courses within a period of two years, unless otherwise noted. Air Cargo Operations Required: Cargo Skills and Procedures Dangerous Goods Regulations Initial (Category 6) Elective: Advanced Cargo Skills and Procedures Special Cargo Handling: Live Animals, Perishable and Pharmaceutical ULD Handling Fundamentals Cargo Security International Customs Process and Documentation Who can benefit: Entry level cargo operations staff Cargo customer agents Cargo warehouse agents Station managers responsible for cargo operations Cargo supervisors Cargo training and development specialists Ground Operations Required: Station Ground Handling Management Advanced Airport Operations Elective: Airport Emergency Planning & Management Airport Extreme Weather Operations & Planning Business Aviation & FBO Ground Services Crisis Communications & Media Response Documentation Control & Passenger Assessment Ground Operations Documentation & ISAGO Human Resources Management Station Operations Control SGHA-SLA & Effective Negotiation Behavior Workshop Who can benefit: Station Managers Ground Operations Managers Airport Operations Managers Airline Representatives 18

19 Quality Management for Ground Service Providers Required: Internal Audit for Ground Service Providers QMS for Ground Service Providers Elective: ISAGO for Ground Service Providers Ground Operations Documentation and ISAGO ERP for Ground Service Providers SGHA-SLA & Negotiation Behaviors Workshop Station Ground Handling Management Who can benefit: Operations Managers Quality Managers Safety Managers Entry-level Auditors Ramp Handling Required: Aircraft Turnaround Coordination Aircraft Loading Supervision Elective: Aircraft Weight & Balance Airport Emergency Planning & Management Airside Operations - Safety Compliance Business Aviation & FBO Ground Services Station Operations Control ULD Handling Fundamentals Who can benefit: Ground Operations Managers Airport Operations Managers Ramp Supervisors 19

20 COURSE HIGHLIGHTS Aircraft Loading Supervision Lead your ramp team towards consistent turnaround of multiple aircraft types. Learn the essential technical aspects of aircraft loading to optimize use of ground service equipment and manpower. Ensure safe aircraft and ground operations by cultivating a safety culture within your team. Manage aircraft loading and off-loading procedures Analyze, understand and apply the principles of safety and punctuality to loading operations Design and deliver consistent services to meet airlines needs according to widely accepted standards set by AHM and I-GOM Take a leading role in your ramp team Aircraft Turnaround Coordination Lead your ramp team towards consistent servicing of multiple aircraft types. Learn essential technical aspects of aircraft handling to optimize use of ground service equipment and manpower. Ensure safe aircraft and ground operations by cultivating a safety culture within your team. Identify the key elements of turnaround services Manage the full turnaround of aircraft through coordination of resources and processes Apply best practices to be safe, punctual and commercially successful in turnaround services Design and offer consistent services that meet airline needs and follow the widely accepted AHM and IGOM standards Aircraft Weight & Balance Aircraft Weight & Balance is an all-encompassing course for newcomers to the field of load control. Learn the theories and principles of weight and balance as per the standard IATA Design Manual and Automated Load Sheet. This course prepares you for the Load Controller Certification. Understand the basic principles of flight related to aircraft weight and balance Become familiar with terms used in the field. Understand and identify the various weights used in the compilation of a load-sheet Construct indexes, understand their use, and become familiar with the design of trim charts Review the standard IATA manual load-sheet, drop line trim chart and the IATA standard electronic data processed load-sheet Airline Security Operations Airline Security Managers are integral to planning and implementing effective security programs. Learn and share knowledge to achieve excellence in security while complying with international regulation. Gain a sense of potential threats, learn how to carry out risk assessments, and prepare for crisis situations through contingency plans and crisis management. Plan and implement effective security measures within your airline Learn about the latest international regulatory requirements Analyze security threats and risks Improve coordination with civil aviation authorities, airports and other security entities 20

21 Airport Customer Service Drive a culture of excellence around customer service and communication. This course covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers, service consumers, and meet their respective needs within the framework of your organization. Understand the principles of customer service excellence Introduce a customer service program that will create a quality service culture throughout your organization Enhanced customer satisfaction Evaluate current customer processing tools, e-services and social media applications Airport Emergency Planning & Management In order to respond efficiently to an aircraft emergency, all parties involved must have a proven emergency plan. A coordinated response between the aircraft operator, airport authorities, ground service providers and state emergency response agencies is key in ensuring the most efficient management of an emergency situation at or around the airport. Understand ICAO s Standards and Recommended Practices for emergency planning at airports Meet legal requirements to manage emergencies at the airport by taking a comprehensive, systematic approach Fully coordinate response plans between airfield and ground services departments, in addition to various outside agencies Develop table top and full scale emergency drills, and evaluate crisis management systems at aerodromes including identification of required improvements Airport Ramp Services (Distance Learning) Explore the many ground service tasks involved in supporting aircraft both pre and post flight. Jumpstart your ground services career with concrete knowledge on how to perform day-to-day duties safely and efficiently. This course supports the training requirements outlined in the IATA Airport Handling Manual (AHM), as well as the IATA Safety Audit for Ground Operations (ISAGO) Aircraft Handling and Loading Functional Training Specifications. Understand how different airport departments work interdependently Learn about safety and security at the ramp Learn aircraft ground servicing procedures: from loading, cabin cleaning and presentation to aircraft push back Earn a recognized IATA qualification, the industry gold standard Airport Security Operations This course teaches the basics of Aviation Security (AVSEC) as applied in an operational airport environment and keeps you up-to-date with the latest security issues, threats, and technological developments. With a focus on ICAO and IATA documentation, this course prepares you to implement international security procedures within your organization. Execute security concepts and integrate them into an airport security plan Evaluate threat and risk involved in security planning Learn the structure and roles of major aviation security organizations Airside Operations - Safety Compliance Safety compliance on airside safety operations is of key importance as concerns avoiding costly incidents and damaging accidents. This course demonstrates not only how important it is to be aligned with the latest best practices and regulations on ramp safety, but also provides detailed explanations on how airside safety is part of a Safety Management System (SMS). 21

22 Gain knowledge on fundamental procedures to protect aircraft from damage and ground staff from harm Improve airside safety performance Increase understanding of potential hazards and how to eliminate and/or control them while improving operational efficiency Identify and manage human factors that have a major influence on airside safety Aviation Security Awareness (Distance Learning) Build solid skills to achieve greater aviation security through an in-depth understanding of its regulations, concepts and recommended practices. Understand your role in the overall aviation protective network Identify possible aviation targets as part of a security risk assessment Implement and enforce aviation security in your work areas Gain knowledge of the importance that human factors play in achieving security Basic Airside Safety, elearning (Distance Learning) This course provides an interactive, flexible and cost-effective means of learning about implementing best practices in airside safety. Through this course you will learn about the airport environment, including communication, hand signals, aircraft ground support equipment; security and safety, including aircraft danger zones, health and safety, severe weather conditions, traffic rules at the ramp, accident and incident reporting; and fire and first aid, including fire prevention, fire protection, fire action, and first aid. Train new staff involved in ground operations Refresh the skills of your current staff Help your company save on airside safety training costs Reduce the risk of accidents and ramp damages Business Aviation & FBO Ground Services Learn about special ground service requirements for business aviation aircraft handling. The business aviation sector handles more than 31,000 aircraft worldwide (EBAA). This niche market requires a higher level of service and customization from fixed-base operators. Learn from applied best practices in commercial airline ground operations to build a profitable business model. Equip yourself to meet client expectations and deliver consistent service. Improve service offering through new services and business ideas Make better decisions about outsourcing services, leasing of equipment and front line staff management Analyze operational and management requirements specific to business aviation to enhance your organization s operational efficiency Identify the differences between standard ground services and FBO activities Analyze the economic role of business aviation in the air transport industry Cargo Security Recent experience has demonstrated that air cargo is also a target for terror attacks. This course touches on air cargo from a security perspective and gives cargo managers and supervisors up to the minute intelligence on current threats and security regulations. By taking this course, participants will acquire enhanced tools with which to implement security measures within airlines and companies in general. 22

23 Learn about regulatory authorities and principles of air cargo security Become updated on current threats to civil aviation Gain knowledge on ICAO security regulations and Annex 17 on cargo security Obtain specific knowledge on potential cargo security program options that may be utilized around the world Crisis Communications & Media Response Are your local staff and representatives prepared to speak to the media at the time of a crisis? Learn how to handle media response in an emergency situation from its onset, before the corporate media response team takes over. Gain communication skills to provide adequate and structured information to the media, while avoiding common errors that lead to confusion and negative attention. Recognize common media pressure points and the implications these have on a response Present information without room for misinterpretation Take control during interviews and develop key messages Select the right spokesperson in a crisis situation Protect your company s image and brand when handling a crisis situation Dangerous Goods Awareness - Ramp and Warehouse Personnel This course is designed for ramp and warehouse personnel to gain an understanding of dangerous goods, their potential hazards, and procedures applicable to the transport of dangerous goods by air. Learn how to use IATA s Dangerous Goods Regulations Manual and complete the necessary dangerous goods transport documents Gain knowledge on the origin of current regulations, and awareness of the general philosophy of transporting dangerous goods by air Learn how to apply regulations to identify classes, and to mark and label dangerous goods shipments Familiarize yourself with dangerous goods emergency response procedures DGR Awareness for Ramp and Warehouse Personnel (Cat 5&8) (Distance Learning) This course is designed to train ramp and warehouse personnel to transport dangerous goods according to current IATA Dangerous Goods Regulations. Learn how to quickly identify dangerous goods, including classification, usage of hazard / handling labels, and package specification markings Identify potential hidden hazards in cargo and baggage Understand provisions for dangerous goods in passenger and crew baggage Documentation Control & Passenger Assessment Learn from IATA best practices and industry knowledge to stay on top of the latest documentation control trends. This course will provide you with tools to identify forged documents and potentially disruptive passengers, saving your airline from costly delays and penalties. Understand the drivers and issues associated with document forgery and how they can impact aviation and airport operations Apply practical examples to distinguish between different document types and identify document security features Apply knowledge in an operational context to conduct passenger assessments Chart performance relative to current industry best practices and future industry trends 23

24 Emergency Response Planning for Ground Service Providers The importance of preparedness cannot be stressed enough, as Ground Service Providers are increasingly required to assist or represent customer airlines in emergency situations. This course provides you with the tools to implement an Emergency Response Plan and get your team ready to react in the event of an incident or accident. Learn the basics to plan, develop, and execute an Emergency Response Plan (ERP) in your company Identify and mitigate potential issues in your response to aircraft incidents or accidents Receive tools to maintain your ERP Use correct communication techniques in an emergency situation Ground Operations Documentation and ISAGO As an integral part of the corporate Quality Policy, all organizations shall have a documentation system to ensure that processes, procedures and records are kept in a controlled environment. Learn about process mapping and controlled documentation systems, and build a framework to ensure organization-wide quality, while taking important steps towards becoming ISAGO registered. Gain tolls and skills to map processes and develop a comprehensive procedures and work instructions Develop and implement a Document Control System Implement elements of the ISAGO audit process, namely: GAP analysis; root cause analysis; and corrective action plan development Transit these developments to all levels of your organization Ground Operations Management (Distance Learning) Gain skills to control and supervise an airline station in a self-handled or outsourced environment. Through this course, you will learn about the importance of Operational and Occupational Health. Control and supervise an airline station in a self-handled or outsourced environment Use Ground Handling and Service Level Agreements (SLAs) to suit your station s handling needs, reduce costs and provide quality service Prevent fraud by being knowledgeable about the current methods that fraudsters use to dilute airline revenues Implement a Safety and Security Station Management System according to industry standards and recommended practices Motivate staff and effectively monitor their performance Use and work with the latest edition of the IATA Airport Handling Manual (AHM), which is included in the course price. IATA Electronic Airway bill (e-awb) (Distance Learning) The new e-awb is the future of the industry. This course provides high-level insight of e-awb processes, including an overview of the basic concept of the e-awb, regulatory and technological requirements, its use in daily operations and the benefits of the e-awb to an organization s bottom line. Come away with all the necessary steps to successfully implement e-awb Learn core concepts and terminology surrounding e-awb Gain an understanding of the e-awb s underlying technology 24

25 Internal Audit for Ground Service Providers Learn the elements of an Internal Audit System and the steps required to conduct a successful audit. Acquire the skills to gather objective evidence to measure your level of compliance with corporate policies, ISAGO requirements and customers standards. Learn QMS regulatory requirements for Internal Audits Acquire tolls and skills to plan and conduct a successful internal audit program Measure an organization s degree of conformity using objective evidence Present assessments in a clear and concise reporting format Apply auditing requirements to daily operations ISAGO for Ground Service Providers Review ISAGO standards and recommended practices as per the Ground Operations Standards Manual. Learn about GAP analysis, root cause analysis, corrective action plan and audit closing. Upon completion of this workshop, you will be well prepared for ISAGO audits and armed with operational tools and skills that can be applied throughout your organization. Understand the ISAGO program Apply the ISAGO Registration Process Follow ISAGO standards and recommended practices Conduct GAP analysis and develop effective corrective action plans Managing Air Cargo Operations Learn effective techniques to manage air cargo operations in order to save money, avoid risks, enhance operations, and thrive in today s business environment. This course will show you how to develop and execute an effective air cargo operations strategy. Understand customs processes in: China, The European Union, India, South America, and The United States Understand customs paper and electronic requirements for airlines and freight forwarders Learn how to develop effective internal processes and procedures to promote regulatory compliance Learn strategies and tactics to reduce and mitigate customs fines and penalties QMS for Ground Service Providers Learn about the components of a Quality Management System (QMS). Acquire the skills to develop and implement a robust QMS that meets regulatory requirements and systematically delivers on customers Quality and Safety expectations. Develop and implement a robust QMS Develop and implement a Document Control System that instills consistent procedures across the entire network Recognize the essential components of a QMS and their impact on your operation Conduct process mapping to produce comprehensive processes and procedures SGHA SLA & Effective Negotiation Behaviors Workshop Use the IATA Standard Ground Handling Agreement to its fullest as a commercial agreement and services description document. This course covers the SGHA section by section, giving you the foundations to write the Annex B and Service Level Agreement accurately and effectively. Learn how to enhance cooperation, efficiency and savings in your negotiations through technical training and exercises that replicate today s global marketplace. Analyze articles in the main agreement to identify opportunities and risks Understand services and descriptions of the sections in Annex A 25

26 Derive and write a proper Annex B, reflecting business and operational requirements Set achievable and meaningful targets in the SLA, enhancing safety and service quality through commonly agreed standards Make the best use of time in negotiations by meeting your target with the least possible effort and time investment Improve cooperation in your negotiations by recognizing your counterpart s objectives Station Ground Handling Management Improve your station s on-time performance by enrolling in this essential training for station managers working at ground service providers and self-handling airlines. Examine ground handling functions, from marshaling to pushback, and checkin to de-icing. Analyze management responsibilities on the ramp and in passenger and cargo terminals. Formalize your knowledge of all ground handling services according to the IATA Airport Handling Manual (AHM) Increase the efficiency of stations as an airline or service provider Work within the framework of the IATA Airport Handling Manual and IATA Standard Ground Handling Agreement Build a sustainable relationship between the airline and handler management Station Operations Control This course offers essential training for operations officers at ground service provider control centers and self-handling airlines. Gain a practical understanding of station control so that you can run efficient and safe ground operations. Learn operational procedures to perform quick turnarounds and minimize delays. Coordinate aircraft handling operations and plan for ground staff recourses and GSE Handle communications in response to emergency situations and manage standard messaging Support cockpit crew before departure and support airline operations for fast turnarounds Complete basic slot requests ULD Handling Awareness (Distance Learning) This course provides a foundation level knowledge of aircraft Unit Load Devices (ULD) including containers, pallets, nets and accessories. This training fulfills aviation authorities and IATA s requirements for ULD operations. Identify different types of ULDs Learn how to build an airworthy load and how to store, handle and load various types of ULDs Reduce expenses caused by damage to cargo, airport service equipment and aircraft IATA GROUND OPERATIONS PROGRAM: 26

27 2012 Ground Operations Course List Course Title Description Method of Delivery Course Duration (Days) Non- Member Price* Air Cargo Operations Essentials Gain a broad understanding of cargo agency and airlines' air cargo operations. Classroom 8 $2,500 Aircraft Loading Supervision Learn the essential technical aspects of aircraft loading to optimize use of ground service equipment and manpower. Ensure safe aircraft and ground operations by cultivating a safety culture within your team. Classroom 4 $2,600 Aircraft Turnaround Coordination Learn essential technical aircraft handling practices to optimize use of ground service equipment and manpower. Ensure safe aircraft and ground operations by cultivating a safety culture within your team. Classroom 5 $2,900 Aircraft Weight & Balance Learn aircraft weight and balance theory, principles and practical tools for the completion of load sheets and load instructions Classroom 5 $3,100 Airline Security Operations The role of airline security managers is key in planning and implementing an effective security program. Learn and share knowledge to achieve excellence in security while complying with international regulations. Gain a sense of threats, how to carry out a risk assessments. Be prepared for crisis situations through contingency plans and crisis management. Classroom 5 $3,100 Airport Customer Service Learn the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers and service consumers, and how you can meet their respective needs within your organization. Classroom 3 $1,700 Airport Emergency Planning and Management In order to respond efficiently to an aircraft emergency, all parties involved must have a proven emergency plan. A coordinated response between the aircraft operator, airport authorities, ground service providers and state emergency response agencies is key in efficiently managing emergency situations at or around the airport Classroom 5 $3,700 Airport Ramp Services Explore the many ground service tasks involved in supporting aircraft both pre and post flight, and gain concrete knowledge on how to perform day-to-day duties safely and efficiently. This course supports the training requirements outlined in the IATA Airport Handling Manual (AHM), the IATA Safety Audit for Ground Operations (ISAGO), and Aircraft Handling and Loading Functional Training Specifications. Distance Learning at own pace $475 Airport Security Operations This course teaches the basics of Aviation Security (AVSEC) as applied in an operational airport environment, and keeps you up-to-date with the latest security issues, threats, and technological developments. With a focus on ICAO and IATA documentation, this course prepares you to implement international security procedures within your organization. Classroom 5 $3,100 Members save up to 30%! See page 30 for details. Please visit for course locations and dates. *Prices in US dollars, before taxes. ⁰Prices for E-Book version of course only. 27

28 Course Title Description Method of Delivery Course Duration (Days) Non- Member Price* Airside Operations - safety compliance Safety compliance within airside safety operations is crucial in order to avoid costly incidents and damaging accidents. This course demonstrates not only how important it is to be aligned with the latest best practices and regulations on ramp safety, but also explains how airside safety plays an important role within Safety Management Systems (SMS). Classroom 5 $2,125 Aviation Security Awareness Build solid skills to achieve greater aviation security through an in-depth understanding of its regulations, concepts and recommended practices. Distance Learning at own pace $375 Basic Airside Safety Learn how to implement best practices in airside safety. Through this course you will learn about the airport environment, security and safety, and fire and first aid. Distance Learning 1 $120 Business Aviation & FBO Ground Services Learn from applied best practices in commercial airline ground operations to build a profitable business model. Equip yourself to meet client expectations and deliver consistent service. Classroom 3 $2,000 Cargo Security Recent experience demonstrates that air cargo is now a target for terror attacks. This course touches on air cargo from a security perspective, providing cargo managers and supervisors up to the minute intelligence on current threats and security regulations. Classroom 5 $3,100 Crisis Communications & Media Response Learn how to handle media in emergency situations. Gain communication skills to provide adequate information, and avoid common errors. Classroom 3 $2,000 Dangerous Goods Regulations Initial Learn about shipping dangerous goods, related procedures, regulations, responsibilities, and best practices. (Category 6) Classroom 5 $1,700 Dangerous Goods Regulations Recurrent Revalidate your 24-month ICAO / IATA DGR requirement with the latest ICAO and IATA amendments and directives. (Category 6) Classroom 3 $1,200 Dangerous Goods Awareness - Ramp and Warehouse Personnel Gain a working knowledge and understanding of dangerous goods, their potential hazards and the procedures applicable to the transport of dangerous goods by air. (Category 5 and 8) Classroom 3 $1,200 DGR Awareness for Ramp and Warehouse Personnel (Cat 5&8) This course is designed to train ramp and warehouse personnel to transport dangerous goods based on current IATA Dangerous Goods Regulations. Distance Learning 1 $120 Documentation Control and Passenger Assessment Minimize the risk of immigration penalties. Learn about passports and IDs, false documents, and passenger assessment techniques. Classroom 3 $2,000 Emergency Response Planning for Ground Service Providers Guidelines to prepare your team for mobilization and action in an emergency situation.preparation is key as Ground Service Providers are increasingly required to assist or represent customer airlines in emergency situations. This course shows you how to implement an Emergency Response Plan and get your team ready to react in the event of an incident or accident. Classroom 3 $2,000 Ground Operations Documentation & ISAGO Be prepared for your ISAGO audit. Learn about the Controled Documentation System and ISAGO Standards and Recommended Practices. Classroom 5 $3,100 Members save up to 30%! See page 30 for details. Please visit for course locations and dates. *Prices in US dollars, before taxes. ⁰Prices for E-Book version of course only. 28

29 Course Title Description Method of Delivery Course Duration (Days) Non- Member Price* Ground Operations Management Gain skills to control and supervise an airline station in a self-handled or outsourced environment. Additionally, learn how to use SGHA contracts and Service Level Agreements, operational standards contained in the IATA Airport Handling Manual (AHM), and the latest trends in passenger baggage handling and catering. Distance Learning at own pace $475 IATA Electronic Airwaybill (e-awb) An overview of electronic air waybill (e-awb), its supporting technology and the steps that must be taken for its successful implementation. Distance Learning 1 $120 Internal Audit for Ground Service Providers Learn about Internal audits and how to use objective evidence to measure compliance with corporate policies, regulations, ISAGO requirements and customers. Classroom 4 $2,200 ISAGO for Ground Service Providers Gain a comprehensive understanding of the ISAGO program and prepare your operations for a successful audit. Classroom 3 $1,500 Managing Air Cargo Operations Master the planning techniques to build and manage world class air cargo operations. Classroom 4 $2,200 Professional Skills for DGR Instructors Design and deliver Dangerous Goods Acceptance (Category 6) training for your company using IATA's Dangerous Goods Regulations Manual Classroom 5 $3,100 QMS for Ground Service Providers Ensure consistent service levels with a robust Quality Management System (QMS). Learn about the QMS components and specific applications within ground service operations. Classroom 4 $2,200 SGHA-SLA & Effective Negotiation Behaviors Explore and maximize the use of IATA Standard Ground Handling Agreements (SGHA). Compile meaningful SLAs and carry out productive negotiations. Classroom 5 $2,100 Station Ground Handling Management Examine ground handling functions and management requirements in passenger and cargo terminals and at the ramp. Classroom 5 $3,900 Station Operations Control Gain practical knowledge and tools in station control to perform as a safe and efficient Ground Operations Coordinator. Classroom 4 $2,700 ULD Handling Awareness This course provides a foundation level knowledge of aircraft Unit Load Devices (ULD) including containers, pallets, nets and accessories. This training fulfills aviation authorities and IATA s requirements for ULD operations. Distance learning 1 $170 ULD Handling Fundamentals Gain the knowledge required to handle, transport and manage ULDs in your operations. Classroom 3 $2,000 Members save up to 30%! See page 30 for details. Please visit for course locations and dates. *Prices in US dollars, before taxes. ⁰Prices for E-Book version of course only. 29

30 Membership Discounts IATA Training and Development Institute offers special discounts to IATA Members and Strategic Partners around the world. Please refer to the lists below to see how your organization can benefit. Members The following members receive a 15% discount off all regular priced IATA courses: IATA IATA Member Airlines IATA Strategic Partners ICAO/ACI Members IGHC Members GSSA Members Developing Nations Status Members Members whose organizations are headquartered in developing nations are eligible for a 30% discount off all regular priced IATA courses. Strategic Partners Strategic Partners receive a 75% discount off the first two seats of any IATA course within a given year. 30

31 Registration Distance Learning Registration How to Register Option 1: 1. Visit 2. Select the course you would like to take 3. Click on the Prices and Registration tab 4. Click on the Buy Now button and fill in the required fields 5. Pay with a major credit card (MasterCard, Visa, Amex), check, bank draft, bank transfer IATA Clearing House Option 2: 1. Register via at: iatalearning@iata.org Instructor-Led Registration How to Register Option 1: 1. Visit signinup 2. Create a student profile 3. Select the courses you would like to take 4. Pay by bank wire transfer, bank draft, check or money order Option 2: 1. Visit 2. Select the course you would like to take 3. Click on the Prices and Registration tab 4. Click on the Register link 5. Create a student profile 6. Pay by bank wire transfer, bank draft, check or money order Option 3: 1. Call an IATA Training Center directly and register by telephone: Montreal: Miami: Geneva: Beijing: Delhi: Singapore:

32 Terms and Conditions for Classroom Registration Registration Deadline All registrations must be received no later than 21 days prior to the course start date. Late registrations will be accommodated, provided seats are available. Payments must be made without any set-off or counter claim and free of deduction or withholding. If you are required by law to withhold or deduct tax, then the amount of each invoice shall be treated as increased to the extent necessary to ensure that after any withholding or deduction IATA receives a net sum equal to the amount of the invoice. Payment of fees Fees are indicated per person and include course tuition and documentation. Fees do not include accommodation, meals or transportation. Fees are payable in US dollars and are published for: Members: IATA ICAO ACI Members IGHC Members GSSA Members IATA Partners Airport Advisors Developing Nations Status Members: IATA ICAO/ACI Members IGHC Members GSSA Members IATA Partners Airport Advisors headquartered in Developing Nations Non-Members: All other parties not listed above Token Payment option A convenient new token payment option has been developed to aid you in enrolling employees in IATA courses throughout the year via an easy, one-time fee: 1. Simply call an ITDI center or sales representative to open an account. 2. Deposit the budget allocated toward your organization s training needs. 3. You will then receive a traceable enrollment key number that can be forwarded to each employee whom would like to enroll in one of our courses. 32