Midas PATS Passenger Assistant Training Course
Course Overview:
This course trains passenger assistants to provide safe, efficient, and exceptional service using the Midas PATS system. It emphasizes passenger safety, accessibility, customer care, and operational proficiency.
Module 1: Introduction to Midas PATS
Objective:
- Understand the purpose and structure of the Midas PATS system.
- Recognize the role and responsibilities of a passenger assistant.
Key Skills:
- Knowledge of company policies and standards.
- Awareness of passenger safety and service priorities.
- Understanding of the passenger journey and assistant duties.
Mini Exercises:
- Scenario Discussion: Describe a day in the life of a PATS assistant.
- Policy Quiz: Short multiple-choice questions on company policies.
- Role Reflection: Identify how your role impacts passenger experience.
Module 2: Passenger Safety and Emergency Procedures
Objective:
- Master safety protocols and emergency response procedures.
- Be prepared to assist passengers during emergencies, ensuring calm and order.
Key Skills:
- Evacuation assistance and emergency communication.
- Fire safety, first aid basics, and medical response awareness.
- Quick problem-solving under pressure.
Mini Exercises:
- Evacuation Drill: Practice guiding passengers safely to exits.
- Emergency Roleplay: Simulate responding to a medical emergency onboard.
- Safety Checklist Exercise: Identify potential hazards in a mock environment.
Module 3: Customer Service Excellence
Objective:
- Develop professional communication, empathy, and conflict resolution skills.
- Ensure passengers feel valued, supported, and informed.
Key Skills:
- Active listening and clear communication.
- Handling complaints or difficult passengers with professionalism.
- Cultural sensitivity and emotional intelligence.
Mini Exercises:
- Roleplay Exercise: Handle a passenger complaint about a seating issue.
- Empathy Mapping: Identify passenger needs in different scenarios.
- Communication Drill: Practice clear announcements and instructions.
Module 4: Accessibility and Special Needs Support
Objective:
- Provide safe and respectful assistance to passengers with disabilities or mobility challenges.
- Understand accessibility regulations and inclusive practices.
Key Skills:
- Wheelchair boarding and securement procedures.
- Assisting visually or hearing-impaired passengers.
- Sensitivity, patience, and respect in all interactions.
Mini Exercises:
- Hands-On Practice: Assist a “passenger” using a wheelchair.
- Scenario Simulation: Guide a visually impaired passenger through boarding.
- Discussion Activity: Identify ways to improve accessibility onboard.
Module 5: Technology and Operational Procedures
Objective:
- Learn to use Midas PATS technology and operational tools effectively.
- Execute boarding, communication, and record-keeping tasks efficiently.
Key Skills:
- Use of boarding and passenger tracking systems.
- Logging incidents or assistance activities.
- Coordinating with other crew members for smooth operations.
Mini Exercises:
- System Walkthrough: Enter mock passenger data and update assistance logs.
- Communication Drill: Use onboard radios or devices to coordinate with colleagues.
- Operational Scenario: Plan boarding for a full flight including passengers with special needs.
Course Completion:
- Trainees will receive a certificate after passing a practical assessment covering safety, customer service, accessibility, and operational skills.
