How is the Higher Diploma delivered?

You can study the Higher Diploma in Airline Customer Relations Management online, on-campus in London, or by distance learning, with the same LSAAM award on completion.

Is the Higher Diploma recognised in UK aviation?

Yes. The Higher Diploma in Airline Customer Relations Management is a UK Level 5+ articulation aligned with ICS, ITT and CAA frameworks and leads into LSAAM Bachelor top-up routes.

What entry requirements apply?

You need an LSAAM Advanced Diploma or equivalent Level 5 qualification, or 3+ years of supervisory aviation experience, plus IELTS 6.0 or equivalent English.

How much does the Higher Diploma cost and are payment plans available?

Current fees for the Higher Diploma in Airline Customer Relations Management are on the LSAAM admissions page, with monthly instalments and international early-bird discounts available.

Higher Diploma Airline Customer Relations | LSAAM | Harold International College of London

Course Overview

The Higher Diploma in Airline Customer Relations Management is a 15 to 18 month UK Level 5+ articulation programme for airline customer relations practitioners moving into departmental leadership. You will own service standards, escalations, loyalty, complaints operations and interface with commercial and operational teams. The syllabus is aligned with the customer-service frameworks of the Institute of Customer Service (ICS), the Institute of Travel and Tourism (ITT) and the passenger-rights guidance of the UK Civil Aviation Authority (CAA).

By graduation you will be able to lead a customer relations department, own its budget and people plan and represent it in commercial and executive conversations.

The Higher Diploma is structured around a personal management portfolio and an executive-style project. You will scope, propose and run a departmental change or improvement, present it to an internal panel and produce a written portfolio suitable for use in senior job applications and internal promotion cases. Assessment weights the portfolio and the management project.

You will work on a substantial departmental project drawn from your own workplace or a case-study environment, own the writing, the stakeholder engagement, the budget and the reporting, and defend the outcome to an internal panel. This is deliberately closer to sub-executive practice than academic study, and the resulting portfolio is a tool designed to open department-head interviews and internal promotion cases.

Delivery is fully flexible across on-campus, online and distance-learning modes, with taught modules, a departmental project, a panel presentation and a portfolio review that together produce a sub-executive credential fit for department-head interviews and internal promotion cases at UK airlines, airports and consultancies.

Key Features

Sub-executive coaching alongside taught modules
Direct progression into LSAAM Bachelor top-up with credit
Internal panel presentation of the departmental project
Sub-executive personal effectiveness coaching thread
Personal management portfolio review at completion
Structured mentoring with a former department head
Level 5+ articulation aligned with ICS, ITT and CAA passenger frameworks
Focus on departmental leadership of experience, complaints and loyalty
Written by former airline customer relations heads
Flexible on-campus, online and distance-learning delivery
Applied case studies from UK full-service and low-cost carriers
Direct articulation into LSAAM Bachelor top-up and Master's routes

What You Will Learn

Own budget and people cycle inputs at departmental level
Prepare a panel-ready portfolio for use in senior interviews
Build a departmental management portfolio for use in job applications
Present a departmental project to an internal panel
Lead an airline customer relations department
Own its budget, people plan and performance dashboard
Design service recovery and escalation frameworks
Interface customer relations with commercial and operations
Coach customer service team leaders and supervisors
Read and act on NPS, CSAT and passenger insight data
Prepare executive reports for airline directors
Follow CAA passenger-rights and refund regimes

Who This Course Is For

International practitioners preparing for UK department-head interviews
Aviation professionals preparing for their first department-head or executive-track interview
LSAAM Advanced Diploma graduates progressing into customer relations leadership
Airline supervisors moving into departmental management
Consultants stepping into airline experience engagements
International applicants targeting UK airline experience careers

Career Pathways

Airline Customer Experience Manager
Airline Customer Relations Manager
Airline Service Delivery Manager
Airline Loyalty Programme Manager
Airline Communications Manager
Airline Complaints Team Head
Airline Brand Manager

LSAAM's careers service supports every Higher Diploma student with CV, LinkedIn, mock-interview coaching and introductions to UK airline groups and travel intermediaries hiring at senior experience level. Higher Diploma students receive senior-track careers support including executive CV, LinkedIn optimisation, board-interview coaching and structured introductions to UK aviation leadership networks.

Higher Diploma graduates typically move into department-head and senior programme roles at UK airline groups, London airports, ground handling providers and aviation consultancies. LSAAM careers services support that transition with executive-track CV, LinkedIn and interview coaching, plus structured introductions to senior recruitment partners and coaching from former UK airline and airport department heads.

Entry Requirements

A completed Advanced Diploma or equivalent Level 5 aviation qualification
Alternatively, 3+ years of supervisory airline or airport experience with a portfolio statement
IELTS 6.0 or equivalent English proficiency for international applicants
Two academic or professional references
Interview with the LSAAM admissions team

Why Study at LSAAM

LSAAM is the London School of Aviation & Airport Management, a specialist division of Harold International College of London focused on the commercial and passenger-experience disciplines behind modern airlines. Programmes are aligned with recognised UK and international aviation bodies including IATA, the UK CAA, ITT, ICS and the RAeS, giving your Higher Diploma credible weight.

Content is authored by former airline customer relations heads and delivered on-campus, online and via distance learning to suit working professionals and international students.

Higher Diploma students at LSAAM benefit from a structured mentoring relationship with a former UK airline or airport department head, plus access to executive interview coaching before they graduate and step into department-head interviews.

The Higher Diploma is the articulation bridge into full honours study, and every Higher Diploma graduate is entitled to enter the LSAAM Bachelor top-up route with credit. Graduates who choose to progress into a Master route later can also do so directly, and LSAAM careers services support that dual-progression choice throughout your career.

Apply for Higher Diploma in Airline Customer Relations Management

Applications are reviewed on a rolling basis and the Higher Diploma in Airline Customer Relations Management is available on regular intakes across the year. Complete your operational-to-managerial articulation with LSAAM. The LSAAM admissions team supports every Higher Diploma applicant through document review, reference collection, admissions interview scheduling and structured payment planning, so senior aviation practitioners can move from enquiry to confirmed place quickly. Enrol Now