Airline Industry Essentials | genU Training | RTO 5553 Airline Industry Essentials | genU Training | RTO 5553

The Aviation Industry needs you!

This classroom based microcredential prepares you for working in a forward-facing customer service role within the Airline / Aviation industry.

genU Training, in conjunction with MatchWorks, have developed a 5-day training that will incorporate customer service techniques, health and safety training, and provide you with a responsible service of alcohol certification, which is an industry requirement.


This course includes non-accredited content with the addition of the following nationally accredited unit(s):

  • BSBOPS203 Deliver a service to customers
  • SITXWHS001 Participate in safe work practices
  • SITHFAB002 Provide responsible service of alcohol
  • HLTAID011 Provide first aid

What will you learn?

  • Verbal communications skills
  • Understanding employer expectations
  • Telephone etiquette / Customer interaction skills
  • Active listening skills
  • Complaints management procedures
  • Learn to provide accountable customer service
  • Rapport building
  • Open-ended probing techniques
  • Techniques for managing difficult situations
  • Working safely in the workplace
  • Following procedures for emergency situations
  • How to participate in organisational WHS practices
  • How to responsibly serve Alcohol
  • Reliability and accountability
  • Team work

Session Content

Day Session
Day 1

9:30am – 4:00pm

Introduction and Overview (Non-Accredited)

  • Take Flight
  • Welcome
  • Qantas & you
  • Meet the Employer
  • Overview of Qantas / Network Aviation
  • Cabin crew overview
SITHFAB002 Responsible service of alcohol (Accredited –  4 min hours to 6 hours)

  • Problems associated with excessive consumption
  • Alcohol and the law
  • The question of who is responsible for RSA
  • Facts about alcohol
  • Improving the atmosphere of your premises
  • Handling difficult customers 
Day 2

9:30am – 4:00pm

BSBOPS203 Deliver a service to customers (Accredited – 6 hours)

  • Active listening skills
  • Complaints management procedures
  • Accountable customer service
  • Rapport building
  • Techniques for managing difficult situations
Day 3

9:30am – 4:00pm

SITXWHS001 Participate in safe work practices (Accredited – 6 hours)

  • Gain the skills and knowledge required to incorporate safe work practices into workplace activities
  • Follow predetermined health, safety and security procedures and participate in organisational work health and safety (WHS) management practices
Day 4

9:30am – 4:00pm

HLTAID011 Provide first aid (Accredited – 6 hours)

  • Learn how to respond to an emergency
  • Provide appropriate first aid and how to perform CPR
Day 5

9:30am – 4:00pm

Work Ready (Non-accredited – 6 hours)

  • Interview techniques and readiness
  • Role play interviews
  • Peer to peer feedback
  • Graduation lunch
  • Lunch with all participants and ISS stakeholders
  • Certificate of completion presentation
  • Meet the Employer and Employer Inductions
  • 1 to 1 interviews
  • Meeting
  • Induction modules – with support of MatchWorks consultants

Digital Badge – Airline Industry Essentials

Upon successful completion, you will earn a recognised Training U For Work microcredential which is a great addition to your resume and can be verified by an employer anywhere, any time!










Upon successful completion, a nationally recognised Statement of Attainment will be issued for the following units of competency:

  • BSBOPS203 Deliver a service to customers
  • SITXWHS001 Participate in safe work practices
  • SITHFAB002 Provide responsible service of alcohol
  • HLTAID011 Provide first aid


When you study with genU Training, we want you to succeed. Entry requirements allow us to make sure that you have the right pre-existing knowledge and skills to achieve your chosen course. You will need to provide evidence that you meet the requirements listed in this section.

Entry requirements

There are no entry requirements for this course. You can apply for this course now.

Study requirements

During your study, you will need to meet specific requirements that are necessary for you to complete your course work and be successful:

  • Students will need to demonstrate that they have the appropriate language, literacy and numeracy (LLN) skills



While students and other visitors attending onsite (excluding paid or volunteer workers) are no longer required to show evidence that they have received two doses of a COVID-19 vaccination, those undertaking placements must continue to adhere to the vaccination mandate that applies to their sector and/or their placement host.


Australian residents can access this course via our full fee for service rate.

Fee For Service
$AUD 1,650.00 (per person)

* Course costs may vary subject to location and equipment requirements

There may also be other charges such as material or amenities fees. A genU Training staff member will assist you in determining your course fees and a statement of fees detailing all course charges will be provided prior to enrolment.

For full details of genU Training’s course fees please view our Fees & Charges page.


genU Training offer Airline Industry Essentials, in the following format:

On-campus (day) – Study face to face (in a classroom setting)

5 consecutive days (9:30am – 4:00pm)


Time zones:  Local state time zones are observed

Need assistance or have a question. Please contact the Training U For Work team on:

Hours: Monday to Friday, 9:00am to 5:00pm (AEST/AEDT)

Office: 1300 582 687 (option 4) ; or

Direct: 0477 026 638 ; or



Study Mode:
On-campus (day)

Course Length
5 days (9:30am - 4:00pm)