airate provides specialist, innovative and flexible training, training consultancy and research solutions to support airline and airport employees in dealing calmly and professionally with angry and frustrated passengers, within a customer service excellence context.

We are passionate about customer service excellence and helping front-line aviation employees to cope with the rigours of dealing with angry, bad tempered and rude passengers.  We believe that helping employees to understand the role of emotional management in dealing with tough passenger encounters is the key to both an effective, professional and calm response and to helping employees feel properly supported.

If employees learn how to manage the emotions of angry passengers, whilst at the same time managing their own emotional displays, they can return passengers to a state of calm satisfaction with the service and keep situations under control.  This process of emotional management is known as Emotional Labour and the practical ways in which it is used in passenger contact work is a key feature in the airate core training.

Training

The company’s core training, Dealing with Passenger Drama consists of short, dynamic and interactive classes designed specifically for front-line airline and airport employees who have direct contact with passengers.  The course materials are informed by experience gained in the airline industry, research in the field of emotional management in passenger contact work and a wealth of specialist expertise in the area.

Training Consultancy

We understand completely that some companies prefer to design and deliver their own training to their own employees.  As such, airate can provide expertise on a consultancy basis to help with the design and delivery of in-house training by the client’s own trainers.

Research Solutions

airate has experience of both qualitative and quantitative research in the field of emotional management and angry passengers in front-line aviation work.  We provide a specialist research service to clients, in conjunction with our professional research partners at insight track.