Maricopa Community Colleges  AIR127   20072-99999 
Official Course Description: MCCCD Approval: 11/28/06
AIR127 20072-99999 LEC 3 Credit(s) 3 Period(s)
Airline Customer Relations I
Overview of airline customer relations. Includes policies and procedures as well as reservations, routing, coding, and travel awards. Prerequisites: None.
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MCCCD Official Course Competencies:
 
AIR127   20072-99999 Airline Customer Relations I
1. List customer benefits that are involved with airline network and codeshare flights. (I)
2. Indicate where to route customer calls, letters, and e-mails. (II)
3. Explain the coding system for various areas within the airline. (III)
4. Differentiate between product and subject codes. (III)
5. Explain procedures for handling hazardous goods. (IV)
6. Identify the customers who have the option to pre-board flights. (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)
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MCCCD Official Course Outline:
 
AIR127   20072-99999 Airline Customer Relations I
    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. Hazardous Items
              E. 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
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