Ground Operations course

  • with TRAINING on THE JOB (TOJ) of 300 hours in Italy or abroad (*)

Obtained in Italy or equivalent


from 27 February to 4 March 2023   SOLD OUT


dall’ 8 al 13 maggio 2023         REGISTRATION OPEN


    • IATA "Passenger Ground Services" certificate (subject to passing the final exam)
    • Health and Safety: D.Lgs.81/2008 General and Specific Risk Training
    • Private Certificate of Attendance to the Course for Airport Terminal Attendant
    • Dangerous Goods
    • General Principles and Airport Security Guidelines for Handling Personnel
    • Private Certificate of False Documentary Recognition
    • TOJ or GDS Amadeus certificate, if chosen

Would you like to receive information about the course?

"*" indicates required fields

Processing of personal data*
Third Party
This field is for validation purposes and should be left unchanged.

Testimonies of the Course

The airport check-in agent

The Airport Terminal Attendant is a professional figure who carries out various activities relating to the management of all activities related to air transport in the passenger area: ticketing, check-in, arrivals, lost and found, special assistance. Accademia del Lavoro organizes courses for airport staff, providing the students with a series of notions and skills, which are essential to carry out this role.
As far as the ticket office is concerned, in fact, the airport employee takes care of the issue of tickets and possible reissue in case of loss, the acceptance of passengers with baggage, the regularization of excess baggage, the control the regularity of travel, checking the availability of flights.
With regard to the check-in sector, the airport operator is responsible for checking travel documents, allocating seats to passengers without a reservation, checking irregularities in operations, such as delays and cancelled flights, the management of embarkation operations.
In the arrivals sector, it provides assistance to incoming passengers and special assistance to the disabled, sick or children, providing information to passengers and airport co-ordinators on any delays in the delivery of luggage, or their loss or damage.
The course organized by the Labour Academy responds to the need to standardize the training provided by the various Member States aimed at the recognition of a qualification at European level as Euro passenger handling agent. In this way, a possibility of professional growth is opened in advance.

Tasks and competences

The airport operator shall be responsible for:

Knowledge of the national and international airport system, the general context of air transport, the organization and network of international carriers.
Excellent knowledge of IT ticketing management systems.
Good knowledge of international aviation regulations.
Knowledge of forms and construction of tariffs.
Excellent communication and relationship skills with the public.
Knowledge of the general rules for determining the validity of the trip.
Issue of travel documents for excess baggage, maximum dimensions and allowance.
Knowledge of internal procedures, of the functioning of IT systems.
Language skills.
Organizational capacity, autonomy and initiative capacity.
Knowledge of safety standards.

Career opportunities

The airport operator works within the companies that manage the airports and for companies that provide air transport services, both domestic and international. It can also aspire to take on the highest qualification of Euro passenger handling agent.

To whom the course is addressed

The course is aimed at all those who are interested in this profession, for a maximum of 25 participants per edition.

Course duration

The course includes a home study phase with preparatory material, lessons on an e-learning platform with an expert teacher, 48 hours of theoretical and practical frontal lessons (8 hours a day from Monday to Saturday) in the Rome or Milan offices and a Training phase on the JOB or ONLINE (GDS AMADEUS).

Course Information


High school diploma.
Maximum recommended age: 29 years *
(* is the lower requirement than those provided by airlines. Handling companies tend to hire up to 32 years. The requirements of low-cost airlines are less restrictive. The evaluation of the profile for access to the course is remitted to the career guidance counselor based on experience, language skills and any other requirement that can be considered valid for this purpose.)

How to apply

To apply for the course, it is necessary to fill in the information request form on the website, with which the candidate requires to participate in the selection for the course.


The course provides for the reporting of accommodation facilities located in the vicinity of the course venue and the possibility of obtaining funding for the total participation fee.
Accademia del Lavoro undertakes to disseminate the curricula of students to companies operating in the sector. Participation in the Course does not constitute in any way personnel selection activities.


For the participation in the course, there will be a selection test that includes:
- examination of the CV and motivational letter of the candidate;
- motivational and psycho-attitudinal interview with a didactic consultant;
The examining commission will communicate the outcome of the selection and admission to the Course. Subsequently, the candidate can proceed to fill in and send the application form.

Application deadline

Registrations will close when the maximum number of participants is reached


Certificates issued
- IATA "Passenger Ground Services" certificate (subject to passing the final exam)
-Private Certificate of attendance at the course for Airport Airport Attendant
Health and Safety: D.Lgs.81/2008 General and Specific Risk Training
- Dangerous Goods
- General Principles and Airport Security Guidelines for Handling Personnel
Private Certificate of False Documentary Recognition
- Certificate of TOJ or GDS Amadeus, if chosen

Location of the course

Training project

The training course includes:

- Preparatory teaching material;

- 14 hours on the e-learning platform of Videolessons on “Introduction to Air Transport” and supporting handouts in digital format;

- Gofluent English language course lasting 3 months, formula "all you can learn". If you already have at least a self-certified level B2 of English, you can choose another of the following languages: French, Spanish, German, Chinese (Mandarin), Portuguese (Brazilian), Dutch, Russian and Italian;

– Corso su piattaforma: Health and Safety –  D.Lgs.81/2008 Formazione generale e a Rischio Specifico (basso) per personale di handling;

- 48 hours of frontal lessons;

- Training on the job in Italy and abroad or Online (GDS AMADEUS) lasting 300 hours.

- Disclosure of the professional profile in Italy and / or abroad.

Educational program


The scenario of industry
Strategic alliances, passenger types and benefits
The Organization of the ports of call: focus on FCO HUB APT, description terminal and organization of the operating agencies
The world and national regulatory bodies


Aimed at interaction with foreign customers


The document law of the adult passenger
The document law for minors
UMNR Process
The Timatic
Focus on Italian passport for USA, Russia
Api/ApiPlus Process
Extended procedure

The electronic ticket

Introduction and characteristics
Status reading and analysis
Viewing and reading a ticket
Ticket control and travel documents
Cutting sequences and tariffs
Marketing procedures
Travel facilities for airline employees


Hand luggage and checked baggage
The labels
Special baggage and its handling
Procedures for animal management


Special passengers and related documentation
Disability awareness
Reg.1107/06 and US DOT 382


D.lgs. 81/08: General training on safety at work and at low specific risk


Handling and management of "dangerous goods"


Airport security for handling personnel


The human factor in passenger acceptance and embarkation
Analysis of real human-related errors both in flight and on ground
Consequences and corrective actions
Stress management on days with operational mismatch


Definition of customer relationship
The type of clientele of an airline
The relational management of the different types of customers
The management of verbal and non-verbal communication
The management of the conflict in the relationship with the customer
Operational focus on:

  1. Management of disruptions in air transport
  2. reg. 261/04
  3. the Charter of Passenger Rights

The work of the Lost & Found office, organization and tasks
The entities involved in the management of the baggage disservice
IATA international procedures
The RUSH labels
PP La Baggage ID CHART: "How is it used?"
Exercise on Baggage ID Chart encoding / decoding baggage types
Creation of a PIR AHL / OHD and paper DPR and related analysis of the elements
The reimbursement criteria


Teachers of the course

  • Luis Vizzino
    Luis Vizzino

    Lawyer expert in Sports Law and AC Professor at the University of Salerno at the Faculty of Law - Chair of Sports Law.
    He assists athletes, agents and clubs in judicial and extrajudicial proceedings.
    He is a member of the Sports Law Commission of the National Bar Council in Rome, as well as Coordinator of the Italian Sports Lawyers Association for the Basilicata region.
    Lecturer in the legal area - federal papers at the Course for Head of the FIGC Youth Sector - technical sector, he is the author of several scientific publications on legal-sporting matters as well as speaker at many conferences.
    He is legal trustee for Aiac Basilicata.
    Member of the legal office of the Basilicata FIGC, Member of the FiTri National Federal Court.

  • Stefano Natalini
    Stefano Natalini

    Dr. Stefano Natalini was born in Rome in 1965, he graduated in Law and obtained a "post-graduate" Master in Criminological Sciences. He served in the State Police from 1985 to 2019, the year in which he retired in retirement with the rank of Inspector Superior. In the ranks of the State Police he obtained the Specializations of Quick Shooting Instructor, Instructor of Operational Techniques and Specialist in Security Stocks. He also obtained the IEDD and EOD NATO Bombing Specializations from the Italian Army, and the qualification of Level I Instructor for the NBCR Defense. From 2011 to 2014 he served in the Netherlands at the Counter-Terrorism Unit of the European Agency for Law Enforcement (EUROPOL), participating in numerous international investigations. In his brilliant career he was awarded a Solemn Commendation and a Word of Praise for the defusing of dangerous explosive devices. He was also named Cavaliere al Merito of the Italian Republic in 2006 and received honors from the Italian Red Cross and the Civil Protection. He speaks fluently in English (Level C1) and Spanish (Level B2). Dr. Natalini has been ENAC Certified Instructor for Airport Security since 2004.

    His academic training is oriented towards studies in law.
    He was the youngest airport manager of Alitalia, for which he served from 1998 until 2014, holding positions in operations, at the airports of Rome Fiumicino, Florence Peretola, Pisa Galileo Galilei, Catania Fontanarossa, Turin Caselle and Milan Malpensa. .
    From 2014 until June 2017 he held the position of Operations Director for an Italian handling and supervision company, also dealing with personnel research and selection as well as training and quality.
    A great enthusiast of dynamic model aircraft, he is a member of numerous Italian clubs, where he flies both with fixed wing and with rotary wing, with teaching activities for the new generation.
    He is currently involved in training and coaching and has started some projects in the entrepreneurial field.
    He is working on an airport training manual which he expects to finish by the end of the year.
Authorization n. IT-EVO-01-20-001 and IT-EVO-01-20-002
Contact us

We & #039; re not around right now. But you can send us an email and we & #039; ll get back to you, asap.

Not readable? Change text. captcha txt
Open the chat
💬 Do you need information?
Hi, how can we help you?