Customer contact skills

All airlines are concerned about their public image and are aware that this is created largely by their standards of personal service. Passenger Services Staff, Air Cabin Crew and Reservations Sales Agents present this service to passengers, face‐to‐face or by telephone. We are concerned with the first of these three groups; staff who assist passengers on the ground, at airports and town terminals. During 1970 and 1971 a working party of training and line managers from several international airlines, including BEA, met at the Air Transport and Travel Industry Training Board to prepare Training Guidance for Passenger Service Staff. These recommendations are now published.