Civil Aviation Cabin Services

Course Details

KTO KARATAY UNIVERSITY
Trade and Industry Vocational School
Programme of Civil Aviation Cabin Services
Course Details

Course Code	Course Name	Year	Period	Semester	T+A+L	Credit	ECTS
03941010	Customer Service in the Cabin	2	Spring	4	3+0+0	5	5

Course Type	Elective
Course Cycle	Associate (Short Cycle) (TQF-HE: Level 5 / QF-EHEA: Short Cycle / EQF-LLL: Level 5)
Course Language	Turkish
Methods and Techniques	-
Mode of Delivery	Face to Face
Prerequisites	-
Coordinator	-
Instructor(s)	Asst. Prof. Adile BEBEK YEŞİLKAYA
Instructor Assistant(s)	-

Course Instructor(s)

Name and Surname	Room	E-Mail Address	Internal	Meeting Hours
Asst. Prof. Adile BEBEK YEŞİLKAYA	TSMYO-T222	[email protected]	7963	Thursday 13:00

Course Content

This course covers the concept of in-cabin customer service, the concepts of customer, passenger, and service, passenger expectations in aviation, communication and professional behavior, service quality and service standards, passenger satisfaction, customer experience, complaint management, service recovery, cultural differences, difficult passenger behavior, service practices for passengers requiring special attention, customer rights, ethics, cabin crew coordination, and the examination of case studies related to in-cabin customer service.

Objectives of the Course

The aim of this course is to enable students to understand the basic principles and practices of customer service in the cabin environment, to evaluate passenger expectations and service quality, and to acquire knowledge and skills in in-cabin communication, passenger satisfaction, complaint management, culturally sensitive service delivery, and problem solving. In addition, the course aims to contribute to the development of professional behavior, ethical approach, and a customer-oriented service understanding during cabin service processes.

Contribution of the Course to Field Teaching

Basic Vocational Courses
Specialization / Field Courses
Support Courses	X
Transferable Skills Courses	X
Humanities, Communication and Management Skills Courses

Relationships between Course Learning Outcomes and Program Outcomes

Relationship Levels
Lowest	Low	Medium	High	Highest
1	2	3	4	5

#	Program Learning Outcomes	Level
P1	They acquire fundamental, up-to-date, and practical knowledge related to their profession.	4
P2	They gain knowledge about occupational health and safety, environmental awareness, and quality processes.	1
P3	They follow and effectively utilize current developments and practices in their profession.	4
P5	They possess the ability to independently evaluate professional problems and issues with an analytical and critical approach and to propose solutions.	4
P6	They can effectively present their thoughts and ideas in written and oral communication, based on their level of knowledge and skills, and express themselves clearly.	5
P9	It possesses social, scientific, cultural, and ethical values in the stages of data collection, application, and dissemination of results related to its field.	5

Course Learning Outcomes

Upon the successful completion of this course, students will be able to:
No	Learning Outcomes	Outcome Relationship	Measurement Method **
O1	It explains the fundamental concepts, actors, and organizational structure of the civil aviation sector.	P.1.1	1
O2	It lists and explains the pre-flight, in-flight, and post-flight cabin service processes.	P.1.3	1
O3	It integrates current cabin service practices into operational processes.	P.3.2	1
O4	They uses clear, understandable, and professional language in both booth and team communication.	P.6.1	1
O5	They improves service quality by establishing effective communication with passengers.	P.6.2	1
O6	They addresses passenger-related issues with an analytical approach and offers solutions.	P.5.4	1
O7	They contributes to continuous improvement by using critical thinking skills in professional practices.	P.5.6	1
O8	Demonstrates communication skills that are sensitive to cultural differences.	P.6.6	1
O9	They upholds the principles of passenger rights and respect for human dignity.	P.9.2	1
O10	They provides services that are sensitive to cultural diversity.	P.9.3	1
O11	They demonstrate a fair and impartial approach in their professional practices.	P.9.6	1
** Written Exam: 1, Oral Exam: 2, Homework: 3, Lab./Exam: 4, Seminar/Presentation: 5, Term Paper: 6, Application: 7

Weekly Detailed Course Contents

Week	Topics
1	Introduction to in-cabin customer service
2	Concepts of customer, passenger, and service
3	Customer expectations and passenger needs in aviation
4	Communication and professional behavior in cabin services
5	Service quality and service standards in cabin services
6	Passenger satisfaction, customer experience, and service perception
7	Complaint management and service recovery in the cabin
8	Cultural differences in in-cabin customer relations
9	Difficult passenger behavior and problem-solving approaches
10	Service practices for passengers requiring special attention
11	Customer rights, ethics, and professional responsibility in the cabin
12	Cabin crew coordination and its effect on customer service
13	Case studies in in-cabin customer service
14	Current approaches in in-cabin customer service and overall evaluation

Textbook or Material

Resources	Odabaşı, Y. (2023). Satışta ve pazarlamada müşteri ilişkileri yönetimi (CRM). Aura Kitapları.
	Gültekin, B., & Kement, Ü. (2018). Müşteri ilişkileri yönetimi: Temel kavramlar ve uygulamalar. Nobel Akademik Yayıncılık.

Evaluation Method and Passing Criteria

In-Term Studies	Quantity	Percentage
Attendance	-	-
Laboratory	-	-
Practice	-	-
Field Study	-	-
Course Specific Internship (If Any)	-	-
Homework	-	-
Presentation	-	-
Projects	-	-
Seminar	-	-
Quiz	-	-
Listening	-	-
Midterms	1	40 (%)
Final Exam	1	60 (%)
Total		100 (%)

ECTS / Working Load Table

	Quantity	Duration
Course Week Number and Time	0	0
Out-of-Class Study Time (Pre-study, Library, Reinforcement)	0	0
Midterms	0	0
Quiz	0	0
Homework	0	0
Practice	0	0
Laboratory	0	0
Project	0	0
Workshop	0	0
Presentation/Seminar Preparation	0	0
Fieldwork	0	0
Final Exam	0	0
Other	0	0
Total Work Load:
Total Work Load / 30
Course ECTS Credits:

Course - Learning Outcomes Matrix

Relationship Levels
Lowest	Low	Medium	High	Highest
1	2	3	4	5

#	Learning Outcomes	P1	P3	P5	P6	P9
O1	It explains the fundamental concepts, actors, and organizational structure of the civil aviation sector.	5	2	1	1	1
O2	It lists and explains the pre-flight, in-flight, and post-flight cabin service processes.	5	3	2	2	2
O3	It integrates current cabin service practices into operational processes.	3	5	3	2	2
O4	They addresses passenger-related issues with an analytical approach and offers solutions.	2	2	5	3	3
O5	They contributes to continuous improvement by using critical thinking skills in professional practices.	2	3	5	2	2
O6	They uses clear, understandable, and professional language in both booth and team communication.	2	2	2	5	2
O7	They improves service quality by establishing effective communication with passengers.	2	2	3	5	4
O8	Demonstrates communication skills that are sensitive to cultural differences.	1	2	2	5	5
O9	They upholds the principles of passenger rights and respect for human dignity.	1	1	2	3	5
O10	They provides services that are sensitive to cultural diversity.	1	2	2	4	5
O11	They demonstrate a fair and impartial approach in their professional practices.	2	1	3	3	5