Complete English Training Solution for Airport Service Staff
This comprehensive course provides a complete English corporate training solution for airports and airport authorities, and for airport service staff in a wide range of roles who want to advance their careers through enhanced English language proficiency.
Many smaller airports lack the resources for dedicated English training departments, while airport service staff need strong language skills to deliver excellent passenger service. This course provides the comprehensive English training solution that ensures airport service staff can communicate clearly and confidently in English with air travellers, colleagues and crew members. It can quickly establish an English learning environment within an airport community.
Benefits for Airports and Airport Service Staff
Strong English communication skills benefit both airports and individual service staff:
For airports:
- Complete English training solution without needing internal training departments
- Cost-effective alternative to hiring specialised training staff - no recruitment or setup costs required
- Course complements airport internal training
- Enhanced airport reputation through improved passenger service standards
- Reduced service delays
- Reduced passenger complaints and operational disruptions
- Improved passenger satisfaction scores and positive reviews
For airport service staff:
- Career advancement opportunities within airport operations
- Enhanced job performance and service delivery ratings
- Professional development and skill enhancement
- Clear and effective communication with passengers, colleagues and crew members
- Proficiency in dealing with unusual and unexpected events
- Improved comprehension of a wide range of accents
- Enhanced cultural awareness and ability to interpret gestures, mannerisms and body language
- Accurate and concise report writing skills
- Customer service abilities that lead to passenger satisfaction
- Problem-solving skills for handling challenging situations
Course Structure
The course is 30 hours in total, comprised of 3 core modules focused on language development. They are suitable for both pre-professionals and for those who are working at an airport. In these core modules learners will develop their vocabulary, pronunciation, grammatical accuracy, listening comprehension and report writing skills.
- English for Passenger Service - learners will be able to use appropriate language in various airport customer service scenarios, eg giving directions, making announcements, explaining procedures, and handling complaints.
- English for Aerodrome Safety and Security - learners will be able to use appropriate language to meet specific passenger requirements, eg recognising health and dietary conditions, describing security procedures and restrictions, handling complaints and abusive passengers
- English for Personal & Professional Development - learners will develop greater cultural awareness, confidence and tactful language in addition to developing professional presentation, writing and email skills.
Extension modules are available for specific roles and skill levels:
4. Report Writing for Airport Operations Officers
5. Advanced Report Writing for Airport Operations Officers
6. Statement Writing for Airport Security Officers
7. Elementary English (CEFR A1-A2)
8. Foundation English (CEFR A2-B1)
9. Pronunciation and Listening Comprehension Skills
10. English for Airport Management
Training Methodology
The course is built on the AEROSTA Framework which ensures that in each unit learners have meaningful practice of a range of language skills relevant to an aviation career. The course is aligned with the Common European Framework of Reference and the topics on the course lead to proficiency in the AEROSTA Framework Service Language Test.
| Unit | Vocabulary | Structure | Communicative Functions |
| The course is divided into 30 units(10 units er module), each a relevant topic for airport service providers | Each unit contains vocabulary (oral and written form) frequently used in that topic | Each unit contains a range of basic and complex structures, and activities to improve learners' grammatical accuracy of those structures in context. | Each unit contains role play exercises to practice using those structures in a meaningful airport customer service context, to achieve a satisfactory outcome. |
Topics include:
- World destinations and travel information
- Problems at the airport and resolution strategies
- Politeness, formality and appropriate register
- Maintaining company image and professional standards
- Being tactful in challenging situations
- Handling unruly and suspicious passengers
- Dangerous goods procedures and communication
- Giving clear directions throughout the airport
- Handling complaints and service recovery
- Flight information and passenger announcements
- Report writing for airport operations
- Cultural awareness
and many more.
Optional supplementary training:
For staff that require additional English language practice, they should consider attending optional weekend Supplementary Classes. We typically offer workshops for non-technical airline staff such as Customer Service Officers, Cabin Crew and Airport Security Officers on alternating Saturday and Sunday mornings 10-12pm. A two hour Supplementary Class costs $300HKD per person if more than 8 people attend, or $500HKD if less than 8 people attend.
Language Assessment
At the end of the course, learners are assessed by the AEROSTA Framework Service Language Test, the international standard for determining English proficiency in aviation service roles.
The AEROSTA Framework Service Language Test is an accurate test of language proficiency for airline and airport customer service staff. The AEROSTA Framework Service Language Test measures the specific reading, listening, and oral proficiency skills required to successfully perform frontline duties in English. The test is concerned with determining genuine language proficiency through appropriate responses, regardless of whether a response is factually or grammatically correct.
General and Academic English tests such as TOEFL, IELTS and TOEIC are inappropriate for testing language proficiency of airline/airport customer service staff as they do not test important skills within the context of aviation service, so the results are less meaningful as a measure of language proficiency. They do not measure the skills that are required for interaction with colleagues and air passengers.
Course Delivery
Training specifications:
- Learner Profile: Airport staff in various service and safety roles eg operations officer, security officer, information officer, turnaround co-ordinator, airport driver, runway cleaner etc
- Class Size: 8-40 learners
- Duration: Flexible delivery from 4 days to 15 weeks depending on requirements
- Location: Airport premises throughout Asia, including Hong Kong International Airport
- Investment: $5000 HKD per learner for 3 core modules
Course availability:
Please email for course schedules and enrolment options. Turnkey training programmes available for airports without internal training departments - no recruitment or setup costs required, and individual enrolment welcome for airport service staff seeking career development.
MATF funding:
This course is MATF reimburseable for learners who are both Hong Kong residents and employed by an airline or aviation company.
Teaching Staff
All teaching staff are certified by the Aviation English Organisation. All teachers have aviation and language teaching experience, ensuring training relevance and practical application in operational environments.
What to Do Next
Enhance your airport's service standards and operational efficiency with comprehensive English training that delivers real results.
Arrange a free telephone consultation to discuss your English training needs:
For Airports and Airport Authorities: Arrange a consultation to discuss complete training solutions and implementation options.
For Airport Service Staff: Contact us to discuss individual enrolment and career development opportunities.
Call us today on +852 91059753, and subscribe using the Course Enquiry form
Email or call to discuss your English training needs and how this programme can enhance your operational excellence.
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