London, 21-22 Nov 2019

2 day Masterclass

Aviation Customer Experience


Create a winning customer experience and differentiate your airline

The 2 Day Masterclass in Aviation Customer Experience will raise awareness of customer experience at both strategic and operational levels, putting it at the heart of the decision-making process. The end result being an enhanced customer proposition, making your airline more attractive, more efficient and profitable.

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gain strategic advantage

Appreciate the importance of customer experience as a key differentiator

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develop new skills

Review the principles of customer experience management and develop effective management programmes to enhance satisfaction, loyalty and profitability

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get practical

Discover the management toolkit to aid the development and implementation of a successful customer experience program

Implement successful Aviation Customer Experience management

It is becoming harder for airlines to differentiate their products based solely on the physical comforts offered by a particular aircraft or class of travel. Today’s ever more selective and consumer aware customers, take physical comfort as a standard expectation.

The core objective of this course is to increase your awareness of the strategic impact and critical importance of providing excellent customer experience; regardless of the business model being adopted by the airline. 

Customer experience management is a proactive and ongoing management system. It should consider all factors that have an impact on customer experience across the airline, and should encompass the airline organisation's people, culture, policies and procedures.

Good versus bad customer experience is a significant tool for positive brand differentiation in competitive aviation environments.


book today saving £100

In just 2 days you will:

  • Understand the critical role excellent customer experience management plays in all areas of the business such as people, policies, processes and culture
  • Review all the fields involved in successfully implementing customer experience management
  • Identify the required core organisational policies, tools and procedures to perform efficient customer experience management
  • Learn how to put customers at the heart of every single action, from global strategy to day to day operations

Meet your instructor

Frederic Lamarche teaching Aviation Customer Experience for Terrapinn Training

Frederic Lamarche has 23 years in the aviation industry initially with Air France before moving to start up projects in Africa followed by the launch of consultancy activities. Currently he is the Managing Director of ASC Airlines Services Consulting, he specialises in airline product, customer service and quality delivery.

Frédéric has developed a deep expertise customer service under all aspects. He is convinced that more than ever, product design, customer service and quality are playing a major role for greater competitiveness, commercial performance and profitability.
Prior to founding ASC, he has been involved in a start up project in Gabon where he set up the Marketing and product division of Gabon Airlines.

From Oct 1998 to Feb 2007, Frédéric has worked as Air France product and service head of Department in Marketing division where he set up an ambitious airport lounge investment plan as well as in Asia/Americas commercial divisions where he was in charge of developing adapted specific products and of ensuring that the company’s standards were delivered appropriately on the ground and in-flight.

Organisations that will benefit:

  • Airports
  • Airlines
  • Civil Aviation Authorities
  • Aviation Industry Trade Associations
  • Suppliers
  • Consultants
  • Banks & Financiers
  • Law Firms
  • Consultancy Firms
  • Government and Regulators

Who will attend:

  • Customer experience Managers
  • Marketing Managers
  • Commercial/sales Managers
  • Communication Managers
  • Quality of service Managers
  • Operations (front line side, on ground and in-flight)

Course Agenda

  • Nowadays environment
  • Context
  • Global trends
  • Global traveller’s expectations
  • Customer experience as strategic vector of development
  • Strengthen customer loyalty
  • Develop market share performance
  • Drive revenues
  • Support budget savings
  • Strengthen brand value & perception
  • Emulate/engage teams
  • Developing new internal culture and good practices
  • Customer centricity & focus
  • Organization framework
  • Understanding of customers
  • Products & services
  • Communication
  • Consistency
  • Handling of irregularities
  • Involvement of management
  • Everyone’s role
  • Case Study: Various customer feedbacks analysis and suggestions for enhancements

For further information please call: +44 (0)207 092 1045

The earlier you book, the more you save…

Additionally, VAT may be applicable depending on course location.
Before 1 Nov 2019After 1 Nov 2019
Save £100
  • “The depth and knowledge of my trainer was extremely impressive. In 3 days I have had, without a doubt, a masterclass on the industry. Truly world class.”

    - Gordon Dowall Potter, Past Delegate

  • “Well worth 3 days of study!”

    - Syed Hamza, Past Delegate

  • “The training was excellent! I give it a 10 and will get my trainer's support for my next challenges.”

    - Head of Partnerships & Customer Loyalty at Avis Budget, Past Delegate

  • “Extremely constructive course with a very good dynamic and passionate trainer.”

    - Managing Director at BNP Paribas, Past Delegate

  • “Impressive and cooperative trainer who wanted to make sure the delegates understood.”

    - Budgeting, Planning & Reporting Manager, Past Delegate


We can come to you too! If you have a team of six or more, why not hold a private course? Our experts come to you and the course is tailored to your requirements.

Call +44 (0)20 7092 1045 (United Kingdom)
or (Asia Pacific)
for more details


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