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Top 10 Airline Customer Service Agent Certifications

This article provides an overview of the top certifications available to airline customer service agents to help them improve their customer service skills.

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Brenna Goyette
Certified Professional Resume Writer, Career Expert

Published 17 min read

Certifications are important for airline customer service agents in the job market because they show employers that the applicant has the necessary knowledge and skills to perform the job. Certifications demonstrate that an individual has completed a rigorous training program that is designed to provide them with the most up-to-date knowledge and best practices for providing excellent customer service. Additionally, certifications can help applicants stand out from other applicants who may not have pursued additional education or training in this field. Ultimately, certifications can help airline customer service agents secure better job opportunities and higher salaries.

The purpose of this article is to review some of the top certifications for Airline Customer Service Agents and explain how they can help advance an airline customer service agent's career.

What are Airline Customer Service Agent Certifications?

Airline customer service agent certification is a type of professional training that teaches airline customer service agents the skills, knowledge and abilities needed to effectively interact with customers. The certification is designed to ensure that airline customer service agents can provide the highest level of customer service, while also understanding and complying with industry regulations.

The certification covers topics such as conflict resolution, communication techniques, problem solving strategies, customer service processes and procedures, ticketing systems and more. It also includes hands-on training in areas such as how to properly handle difficult customers and situations, along with role-playing exercises that allow agents to practice their skills in a realistic setting.

Having an airline customer service agent certification can be beneficial for both employers and employees alike. For employers, it helps ensure that their customer service staff are knowledgeable in the latest industry standards and have the necessary skills to deliver quality customer service. For employees, having a certification demonstrates their commitment to providing excellent customer service and may help them stand out when applying for positions within the industry. Furthermore, it is often a requirement for certain job postings within the airline industry.

Pro Tip: When choosing an airline customer service agent certification program, make sure to research the accreditation of the course provider, as well as the specific content and structure of the course. This will ensure that you are getting a high-quality education and knowledge base to provide excellent customer service for customers in the airline industry.

Related: What does an Airline Customer Service Agent do?

Top 10 Airline Customer Service Agent Certifications

Here’s our list of the best certifications available to Airline Customer Service Agents today.

1. Airline Customer Service Agent Certification (ACSAC)

Airline Customer Service Agent Certification (ACSAC) is a certification program offered by the International Air Transport Association (IATA). It is designed to provide customer service agents with the knowledge and skills necessary to effectively serve airline customers. The certification is valid for three years, after which it must be renewed.

The ACSAC program consists of a series of online modules that cover topics such as customer service, communication skills, safety and security, airport operations, and regulations. Upon completion of the modules, participants must pass a final exam in order to receive their certification. The exam can be taken online or at an IATA-approved testing center.

The cost of the ACSAC program varies depending on the number of modules taken and whether or not you choose to take the final exam at an IATA-approved testing center. Generally speaking, it will cost around $400-$500 USD for the entire program.

In order to get certified, applicants must have at least one year of experience working in customer service in the airline industry. Additionally, they must have completed high school or equivalent education and be able to demonstrate proficiency in English language communication skills.

2. International Air Transport Association (IATA) Customer Service Agent Certification

The International Air Transport Association (IATA) Customer Service Agent Certification is a professional certification program designed to provide customer service agents with the knowledge and skills needed to excel in their roles. The certification program is designed to help customer service agents understand the fundamentals of air transport, including airport operations, regulations, and safety procedures. It also covers topics such as customer service techniques, problem solving, and communication skills.

The IATA Customer Service Agent Certification takes approximately 20 hours to complete. It consists of two parts: an online course and an exam. The online course covers topics such as airport operations, regulations, customer service techniques, problem solving, and communication skills. After completing the coursework, students must pass an exam in order to receive their certification.

To get certified as an IATA Customer Service Agent you must first register for the program on the IATA website. You will then be required to pay a fee for the online course and exam. The cost of the program varies depending on your location but generally ranges from $500-$1000 USD.

Once you have completed the online course and passed the exam you will receive your IATA Customer Service Agent Certification which is valid for three years from date of issuance.

3. Airport Council International (ACI) Certified Airport Customer Service Agent

Airport Council International (ACI) Certified Airport Customer Service Agent is an international certification program that recognizes customer service agents who demonstrate a high level of excellence in customer service at airports. It is designed to provide airport customer service agents with the knowledge and skills they need to deliver outstanding customer service in a fast-paced, ever-changing environment.

The ACI Certification Program consists of two parts: an online course and a practical assessment. The online course covers topics such as airport operations, customer service standards, communication skills, problem solving, conflict resolution, and more. The practical assessment is conducted by an ACI certified assessor who evaluates the candidate’s performance in real-life scenarios.

It typically takes about 8-10 weeks to complete the ACI Certification Program. Candidates must first register for the program through the ACI website and then complete the online course before taking the practical assessment.

The cost of the program varies depending on where you are located but typically ranges from $400-$500 USD for both parts of the program (online course and practical assessment).

4. Airline Passenger Services Certificate (APSC)

The Airline Passenger Services Certificate (APSC) is a certification issued by the Federal Aviation Administration (FAA). It certifies that an individual has completed training and passed tests demonstrating their knowledge of airline passenger services. The certificate is required for anyone who works in an airport or provides customer service to passengers on board aircraft.

It typically takes about three months to complete the coursework and exams necessary to obtain an APSC. The coursework covers topics such as aviation safety, aircraft operations, customer service, and security regulations. After completing the coursework, applicants must pass written and practical exams administered by the FAA.

In order to get an APSC, applicants must be at least 18 years old and have a valid government-issued ID. Applicants must also have a high school diploma or equivalent. Additionally, they must pass a background check and drug test before being approved for the certificate.

The cost of obtaining an APSC varies depending on where you take the coursework and exams. Generally speaking, it costs around $500-$1,000 to get your APSC.

5. International Airline Training Academy (IATA-TSA) Certified Airline Customer Service Agent

The International Airline Training Academy (IATA-TSA) Certified Airline Customer Service Agent is a professional certification program designed to provide airline customer service agents with the knowledge and skills necessary to deliver exceptional customer service. This certification program is offered by the International Air Transport Association (IATA) in partnership with the Transportation Security Administration (TSA).

The IATA-TSA Certified Airline Customer Service Agent certification program consists of three courses: Introduction to Airline Customer Service, Advanced Airline Customer Service, and Professionalism in Airline Customer Service. The total duration of the program is approximately 40 hours.

To get certified, applicants must first complete the three required courses and pass an online exam. Applicants must also have at least two years of experience working as an airline customer service agent or in a related field. After completing all requirements, applicants will receive their IATA-TSA Certified Airline Customer Service Agent certification.

The cost of the IATA-TSA Certified Airline Customer Service Agent certification program varies depending on where you take it. Typically, it costs around $1,000 for all three courses and the exam fees.

6. Aviation Industry Computer-Based Training Committee (AICC) Certified Airline Customer Service Agent

The Aviation Industry Computer-Based Training Committee (AICC) Certified Airline Customer Service Agent is a certification program for airline customer service agents. It is designed to provide them with the knowledge and skills necessary to provide exceptional customer service in the aviation industry. The certification covers topics such as customer service, communication skills, problem solving, conflict resolution, and more.

It typically takes anywhere from four to six weeks to complete the certification coursework and pass the final exam. To get started, individuals must first meet certain prerequisites such as having a high school diploma or equivalent and passing an initial assessment test. After that, they can register for the course either online or through their employer.

The cost of the AICC Certified Airline Customer Service Agent certification varies depending on where you take it and how long it takes you to complete it. Generally speaking, however, it costs around $500-$1000 USD.

7. National Business Aviation Association (NBAA) Certified Airport Customer Service Agent

The National Business Aviation Association (NBAA) Certified Airport Customer Service Agent program is an online certification program designed to provide airport customer service agents with the knowledge and skills needed to ensure a safe, efficient, and professional experience for passengers, crew members, and employees. The program provides comprehensive training on airport operations, safety procedures, customer service best practices, and other related topics.

The NBAA Certified Airport Customer Service Agent program consists of four modules: Introduction to Airport Operations; Safety & Security; Customer Service; and Professionalism & Communications. Each module takes approximately two hours to complete. Upon successful completion of all four modules, participants will receive their official NBAA Certified Airport Customer Service Agent certificate.

To become an NBAA Certified Airport Customer Service Agent, individuals must first register for the program online at www.nbaa.org/csa-program/. The cost of the program is $150 USD per participant. Once registered, participants can begin working through the four modules at their own pace.

Upon successful completion of all four modules, participants will receive their official NBAA Certified Airport Customer Service Agent certificate via email within 24 hours of completing the course. The certificate is valid for three years from the date of issue and can be renewed by taking a refresher course every three years or by passing a recertification exam every six years.

8. American Society of Travel Agents (ASTA) Certified Airport Customer Service Agent

The American Society of Travel Agents (ASTA) Certified Airport Customer Service Agent (CACSA) is a certification program designed to recognize travel agents who have demonstrated proficiency in customer service and airport operations. The CACSA program is designed to help travel agents provide the highest level of service to their customers, while also increasing their knowledge and understanding of airport operations.

To become certified, applicants must complete an online course that covers topics such as customer service, airport operations, safety and security, and other related subjects. The course takes approximately 10 hours to complete and costs $99. Upon completion of the course, applicants must pass a written exam with a score of 80% or higher.

Once certified, ASTA CACSA holders are eligible for discounts on ASTA membership fees and access to exclusive resources. They may also be able to receive discounts from airlines or other vendors. Additionally, they will be able to demonstrate their expertise in customer service and airport operations by displaying the ASTA CACSA logo on their business cards or websites.

9. International Civil Aviation Organization (ICAO) Certified Airport Customer Service Agent

International Civil Aviation Organization (ICAO) Certified Airport Customer Service Agent is a certification program that provides customer service agents with the knowledge and skills necessary to provide exceptional customer service in the aviation industry. The ICAO Certified Airport Customer Service Agent program is designed to ensure that all customer service agents have a basic understanding of the aviation industry, its regulations, and the importance of providing excellent customer service.

The ICAO Certified Airport Customer Service Agent program typically takes between 8-10 weeks to complete depending on the provider. The program consists of online training modules, classroom instruction, and an exam at the end of the course. Upon successful completion of the course and exam, participants receive a certificate from ICAO recognizing their achievement.

To get certified as an ICAO Certified Airport Customer Service Agent, you must first complete an approved training program. There are many providers offering courses for this certification including airlines, universities, and private organizations. Once you have completed your training program you must pass an exam administered by ICAO in order to receive your certificate.

The cost of getting certified as an ICAO Certified Airport Customer Service Agent varies depending on the provider but can range from $500-$2000 USD.

10. Federal Aviation Administration (FAA) Certified Airport Customer Service Agent

The Federal Aviation Administration (FAA) Certified Airport Customer Service Agent (CASA) certification is a professional qualification designed to demonstrate an individual’s knowledge and skills in customer service at airports. The certification is applicable to those working in the airport industry, such as airline ticket agents, gate agents, baggage handlers, and customer service representatives.

In order to become FAA Certified Airport Customer Service Agent certified, an individual must complete a training program that includes both classroom instruction and on-the-job experience. The training program typically takes between three to six months to complete and covers topics such as airport operations, customer service procedures, safety protocols, emergency response plans, and communication skills.

To get started with the training program, individuals should contact their local airport or FAA office for more information about the requirements and how to enroll in a course. Most courses require students to pay a fee for materials and tuition. The cost of the program varies depending on the type of course chosen.

Once the training program has been completed successfully, individuals must pass an exam administered by the FAA in order to receive their CASA certification. After passing the exam, individuals will be issued a certificate that is valid for two years before it needs to be renewed.

Do You Really Need a Airline Customer Service Agent Certificate?

The short answer is no, you do not need an Airline Customer Service Agent Certificate to become an airline customer service agent. However, having a certificate can be beneficial in some cases.

First, having a certificate may show prospective employers that you have taken the initiative to learn about the job and industry you are interested in. This could give you an advantage over other applicants who may not have taken the time or effort to gain knowledge specific to the job.

Second, some airlines may require employees to have a certain level of certification before they can be hired as customer service agents. This certification is usually obtained through courses or seminars related to customer service and airline operations. Having this certificate could help you stand out from other applicants who do not possess such credentials.

Finally, having an Airline Customer Service Agent Certificate could prepare you for the day-to-day tasks of the job. It can provide insight into how different systems work on planes and how to interact with customers in various situations. With this knowledge, you will be better equipped when it comes time to perform your duties as a customer service agent.

In conclusion, while having an Airline Customer Service Agent Certificate is not strictly necessary for becoming an airline customer service agent, it can certainly give you an edge over other applicants and help prepare you for the job itself.

Related: Airline Customer Service Agent Resume Examples

FAQs About Airline Customer Service Agent Certifications

1. What qualifications are needed to become an airline customer service agent?

Answer: Most airlines require applicants for a customer service agent position to have a high school diploma or equivalent. Additional qualifications may include experience in customer service and/or the airline industry, good communication skills, and knowledge of computer systems.

2. How do I obtain an airline customer service agent certification?

Answer: Airlines typically provide their own training programs for customer service agents, which include both classroom instruction and on-the-job training. Once the training is completed, you will need to pass a test administered by the airline in order to receive your certification.

3. Is there an expiration date on my airline customer service agent certification?

Answer: Yes, most airlines require that you renew your certification every two years in order to remain active as a customer service agent. This ensures that all agents remain up-to-date with changes in regulations and technology.

4. What topics are covered in an airline customer service agent certification program?

Answer: Topics typically covered in these programs include safety procedures, aircraft operations, customer relations, ticketing and reservations, baggage handling, security protocols, and airport regulations.

5. Are there any special requirements for obtaining an airline customer service agent certification?

Answer: Depending on the airline, there may be certain age restrictions or language requirements for becoming certified as a customer service agent. Additionally, many airlines require applicants to pass a background check prior to being hired as an agent.