Ground Operations Course

 Course of Check-in Agent 

- INTERNSHIPS in Italy and abroad*-

Obtained in Italy or equivalent

Milano, 26-31 Ottobre 2020 – SOLD OUT
Roma, 14-19 Dicembre 2020
Milano, 25-30 Gennaio 2021

Certificates issued

    • 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

Testimonies of the Course

Images of the previous edition

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The airport check-in agent

The Airport Operator is a professional figure who carries out various activities, relating to the management of all activities related to air transport within the passenger area: ticket office, check-in, arrivals, lost and found, special assistance. Accademia del Lavoro organizes courses for airport attendant, providing students with a series of knowledge and skills, essential to play this role.
As far as the ticketing is concerned, the airport operator is responsible for issuing and re-issuing tickets, accepting passengers with hand baggage, regularising excess baggage, checking the regularity of travel, issuing new tickets instead of lost ones, 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 organisation and network of international carriers;
Excellent knowledge of IT systems for ticket issuance
Good knowledge of international aviation law
Knowledge of the forms and of the construction of the rates
Excellent communication and public relations
Knowledge of the general rules for determining the validity of the journey
Travel document, for excess baggage, for maximum size and allowance
Knowledge of internal procedures, operation of IT systems
Languages skills
Organisational capacity, autonomy and initiative
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 20 participants per edition.

Course duration

The course includes a home study phase with assignment of preparatory material, live lessons on the e-learning platform with an experienced teacher, 48 hours of theoretical-practical lectures (8 hours a day from Monday to Saturday) in Rome and an internship phase in Italy and abroad lasting 300 hours.

Course Information


Età massima consigliata: 29 anni;
Inglese scritto e parlato di livello intermedio;
Diploma di scuola secondaria superiore.

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 indication of accommodation facilities located near the venue of the course and the possibility of obtaining the financing of the registration 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:
– esame del CV e lettera motivazionale del candidato;
– colloquio motivazionale e psico-attitudinale con una consulente didattica;
La commissione esaminatrice comunicherà l’esito della selezione e l’ammissione al Corso. Successivamente il candidato potrà procedere alla compilazione e all’invio del modulo di adesione.

Application deadline

Registrations will close when the maximum number of participants is reached


Certificates issued
-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

Location of the course

Training project

Preparatory Phase

Preparatory Material:

  • 3-month English course Gofluent "all you can learn"(alternatively, if you have at least a self-certified B2 level you can opt for one of the following languages: French, Spanish, German, Chinese (Mandarin), Portuguese (Brazilian) and Italian)
  • 12 hours of Videolessons on Introduction to Air Transport + 2 hours live online within 7 days from the start of the classroom phase:
    1. The scenario of industry
    2. Strategic alliances, passenger types and benefits
    3. The Organization of the ports of call: focus on FCO HUB APT, description terminal and organization of the operating agencies
    4. The world and national regulatory bodies

+ 48 hours of lectures in the classroom
-300 hours INTERNSHIPS in Italy and abroad*-
+ dissemination of professional profile in Italy and/or abroad

(*) The start of the internship phase provides for participation in a selection process at the host structure.

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 e gestione dei “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


Definizione di relazione con il cliente
La tipologia della clientela di una compagnia aerea
La gestione relazionale delle diverse tipologie di cliente
La gestione della comunicazione verbale e non verbale
La gestione del conflitto nella relazione con il cliente
Focus operativo su:

  1. Gestione dei disservizi nel Trasporto Aereo
  2. reg. 261/04
  3. la Carta dei Diritti del Passeggero

Il lavoro dell’ufficio Lost & Found, organizzazione e compiti
Gli enti coinvolti nella gestione del disservizio bagagli
Le procedure internazionali IATA
Le Etichette RUSH
PP La Baggage ID CHART: “Come si usa?”
Esercitazione su Baggage ID Chart codifica/decodifica tipologie bagaglio
Creazione di un PIR AHL/OHD e DPR cartacei e relativa analisi degli elementi
I criteri di rimborso


Teachers of the course

  • Stefano Natalini
    Stefano Natalini

    Il dott. Stefano Natalini è nato a Roma nel 1965, laureato in Giurisprudenza ha conseguito un Master “post lauream” in Scienze Criminologiche. Ha prestato servizio nella Polizia di Stato dal 1985 al 2019, anno in cui si è ritirato in quiescenza con il grado di Ispettore Superiore. Nei ranghi della Polizia di Stato ha conseguito le Specializzazioni di Istruttore di tiro Rapido, Istruttore di Tecniche Operative e Specialista in Scorte di Sicurezza. Ha inoltre conseguito presso l’Esercito Italiano le Specializzazioni di Artificiere IEDD ed EOD NATO, e la qualifica di Istruttore di I livello per la Difesa NBCR. Dal 2011 al 2014 ha prestato servizio in Olanda presso l’Unità’ Antiterrorismo dell’Agenzia Europea per le Forze dell’Ordine (EUROPOL), partecipando a numerose indagini internazionali. Nella sua brillante carriera è stato insignito di un Encomio Solenne e di una Parola di Lode per interventi di disinnesco di pericolosi ordigni esplosivi. È stato inoltre nominato Cavaliere al Merito della Repubblica Italiana nel 2006 ed ha ricevuto onorificenze dalla Croce Rossa Italiana e dalla Protezione Civile.Parla fluentemente in Inglese (Livello C1) e Spagnolo (Livello B2). Il dott. Natalini è Istruttore Certificato ENAC per la Security Aeroportuale dal 2004.

    La sua formazione accademica è orientata verso gli studi in giurisprudenza.
    E’ stato il più giovane Capo Scalo di Alitalia, per cui ha prestato servizio dal 1998 fino al 2014, ricoprendo incarichi in ambito operations, presso gli aeroporti di Roma Fiumicino, Firenze Peretola, Pisa Galileo Galilei, Catania Fontanarossa, Torino Caselle e Milano Malpensa.
    Dal 2014 fino a giugno 2017 ha ricoperto l’incarico di Direttore Operativo per una società Italiana di handling e supervisione, occupandosi anche di ricerca e selezione del personale oltre che di formazione e qualità.
    Grande appassionato di aeromodellismo dinamico, è socio di numerosi club italiani, dove vola sia con ala fissa che con ala rotante, con attività di insegnamento per le nuove leve.
    Attualmente si occupa di formazione e coaching ed ha avviato alcuni progetti in campo imprenditoriale.
    Sta lavorando ad un manuale di formazione aeroportuale che conta di terminare entro la fine dell’anno.
  • Valentina Mariani
    Valentina Mariani

    Laureata in Lingue e Letterature euro-americana, ha conseguito un Master in Traduzione Specializzata e la Certificazione per il ruolo di Esaminatore Orale nell’ambito di esami per le certificazioni linguistiche internazionali. Collabora con la EBNT, il CS EUROPA e l’ERPAF Lazio. Vanta esperienze come Assistente all’insegnamento presso l’Italia Cultural Center di Minneapolis. Redattrice con C.D. Cine Dubbing,, C-You Web TV e VOX.