Flight Support Operations Training
ClassroomVirtual

Flight Support Operations Training

Language: English, French
Duration:
3 Days
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About the course

Flight Support Operations Training helps aviation professionals build the skills they need to support business aviation, private aviation, and international flights. The course covers flight support, daily operations, clear communication, quick decisions, and good customer service. Participants learn how flight support teams plan and manage flights. In addition, they learn how to deal with changes during the flight process.

The programme covers the main tasks in international flight support. Participants learn about flight planning, international routes, overflight permits, landing permits, customs and immigration rules, ground handling, FBO services, fuel planning, and work with service providers. They also learn how to manage flight details and set priorities. Moreover, they discover how to work with different teams. They learn to support a flight from start to finish.

The course uses practical exercises to help participants use what they learn. They work on real-life flight support cases that may involve bad weather, ATC limits, permit delays, diversions, crew issues, last-minute changes, and AOG events. In each case, participants review the problem and find a solution. Then, they make a quick decision and take the right action. These exercises help them feel more confident. This is helpful when they face time-sensitive problems.

Clear communication plays an important role in flight support. Participants learn how to work and communicate with aircraft operators, corporate flight teams, brokers, FBOs, ground handlers, fuel suppliers, and other aviation partners. They practise giving clear updates and handling urgent requests. Furthermore, they learn to manage client needs and keep good working relationships.

The Flight Support Operations Training programme also focuses on customer service. Participants learn how to spot possible problems early. They also learn to explain changes in a simple way and offer solutions. They give solutions before a problem affects the client or the flight.

By the end of the Flight Support Operations Training, participants can manage key flight support tasks from the first client request and flight planning to flight follow-up. The course suits flight support officers, operations coordinators, OCC staff, dispatch support staff, business aviation teams, private aviation professionals, and aviation operations managers. In addition, it helps companies improve the skills and service quality of their aviation teams.

Key Topics

Module 1 – Introduction to Flight Support Operations
  • Business & private aviation environment
  • Flight support functions and responsibilities
  • Operations Control Centre (OCC) structure
  • Role of flight support professionals
Module 2 – Flight Planning & International Operations
  • Flight planning fundamentals
  • International routing
  • Route restrictions and operational considerations
  • Coordination with operators and crew
Module 3 – Permits, Regulatory & Border Requirements
  • Overflight permits
  • Landing clearances
  • Customs and immigration requirements
  • Regulatory and documentation requirements
Module 4 – Ground Handling, FBO & Fuel Coordination
  • Ground handling arrangements
  • FBO coordination
  • Fuel planning and uplift arrangements
  • Ground service providers and supplier coordination
Module 5 – Client Relationship Management
  • Corporate flight departments and aircraft operators
  • Brokers and aviation stakeholders
  • VIP and high-net-worth client expectations
  • B2B communication and professional service standards
Module 6 – Operational Disruptions & Problem-Solving
  • Weather disruptions
  • ATC restrictions
  • Permit delays
  • Diversions and rerouting
  • Crew limitations
  • AOG situations
Module 7 – Crisis Communication & Service Recovery
  • Communicating operational changes
  • Managing client expectations
  • Crisis communication techniques
  • Service recovery and complaint handling
  • Turning operational problems into service opportunities
Module 8 – Practical Flight Support Scenarios
  • OCC-based practical exercises
  • End-to-end flight support coordination
  • Multi-stakeholder communication
  • Real-time decision-making
  • Post-flight follow-up and client retention

Objectives

By the end of the training, participants will be able to:

  • Understand the key principles and processes of flight support operations.
  • Plan and coordinate international flights, including routing, permits, landing clearances, and ground services.
  • Coordinate effectively with FBOs, ground handlers, fuel suppliers, authorities, and other service providers.
  • Manage flight support activities within an Operations Control Centre (OCC) environment.
  • Respond effectively to operational disruptions, delays, diversions, ATC restrictions, and AOG situations.
  • Apply practical problem-solving and decision-making techniques in time-critical situations.
  • Communicate professionally with aircraft operators, corporate flight departments, brokers, crew, and VIP clients.
  • Develop strong client relationship management and customer service skills.
  • Apply effective crisis communication, service recovery, and client retention strategies.
  • Provide proactive operational updates and identify solutions before issues impact the client.
  • Coordinate the flight support process from initial request through post-flight follow-up.

Targe Audience

  • Flight Support Officers
  • Flight Operations Coordinators
  • Flight Dispatch Support Staff
  • Operations Control Centre (OCC) Personnel
  • Business Aviation Operations Staff
  • Private Aviation Operations Professionals
  • Client Service & Customer Relationship Officers
  • Flight Support / Trip Support Coordinators
  • Ground Operations & FBO Coordination Staff
  • Aviation Operations Managers and Supervisors
  • New employees joining flight support or business aviation companies
  • Aviation professionals responsible for client communication and operational coordination

Certificate

Upon completion, participants receive
a certificate of achievement.

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