Click to download a sample 25-page PDF

A Practical Guide to Airline Customer Service

From Airline Operations to Passenger Services

by Colin C. Law


Publisher: BrownWalker Press
Pub date: 2018
Pages: 302
ISBN-10: 1627346937
ISBN-13: 9781627346931
Categories: Business & Economics


A Practical Guide to Airline Customer Service is written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. This textbook is for anyone seeking a successful and rewarding career in the airline industry.


Contact Publisher for PowerPoint companion slide presentation available for each chapter for classroom use. Samples chapters below
Chapter 5 - Airline Customer Service Policies
Chapter 6 - Understanding Customer Behavior

See also see A Flight Attendant's Essential Guide: From Passenger Relations to Challenging Situations by Colin C. Law


Finally, there is a text that is both practical and useful, fit for training existing staff or use in the lecture hall to prepare future airline professionals! Colin Law has found a way to equip the airline industry for the challenges of 21st century service expectations. [Law] challenges us to look beyond load factor and understand the humanity and service mentality required to effectively and efficiently construct a lasting loyalty loop. I highly recommend this text, and look forward to additional works by this author for his attention to simple explanations that can be used to convey information to a wide array of experience levels.
Joseph Iesué, Assistant Professor, Department of Culture and Tourism, Yong In University

Service quality is one of the key factors influencing a customer’s purchasing decision, and [it is] particularly important for an airline to develop in today’s unregulated and competitive environment. Law’s book addresses this issue and provides comprehensive guidance for understanding the needs and preferences of passengers, and the skills necessary to satisfy them. Practitioners in both airline and service industry will undoubtedly benefit from reading this book. In addition, tertiary students will gain substantial background knowledge about the airline industry, and a good understanding of how the passenger service can be achieved. This book can also serve as a valuable reference for academics conducting research in the airline industry.
Dr. Shane Zhang, Senior Lecturer (Economics), University of Southern Queensland

This book is an essential read for beginners who are keen to learn the ropes in the airline service industry. Law addresses the importance of excellent customer service, challenges of an industry that is increasingly reliant on self-service technology, and the need to innovate on all fronts to keep up with 21st century’s savvy travelers.
Mr. Pornlert Kanjananiyot, Airport Manager - Hong Kong Airlines (Bangkok)

About the Author

Colin C. Law is Assistant Professor of Airline Business Management at Stamford International University, Thailand. Prior to joining academia, he has worked in the customer service, reservation and finance departments of a major international carrier for nearly a decade. This extensive experience in customer service and airline operations has enabled him to develop multiple airline courses for the tertiary education sector, and provide working professionals with useful insight into the airline industry. Colin is also the author of numerous textbooks on airline airport operations, and co-author of Introduction to Airline Ground Service.