MSc in Airline Customer Relations Management
Course Overview
The MSc in Airline Customer Relations Management is a 12 to 18 month executive-level postgraduate programme for senior customer relations practitioners moving into director-track roles at UK airlines and travel intermediaries. You will study end-to-end customer strategy, service recovery economics, loyalty economics, digital experience and the passenger-rights landscape, and complete a research-informed dissertation. The syllabus is aligned with the frameworks of the Institute of Customer Service (ICS), the Institute of Travel and Tourism (ITT), the UK Civil Aviation Authority (CAA) and the Chartered Management Institute (CMI).
By graduation you will be able to lead an airline customer relations directorate, own its budget and roadmap and represent it at board and consultancy level.
The MSc is a research-informed executive programme built around taught modules, an integrated leadership project and a dissertation. You will be treated as a senior practitioner, expected to engage with policy, sector research and executive case studies, and to produce a dissertation that can stand up to peer review inside a professional community. Assessment weights the dissertation and the leadership project.
The dissertation sits at the heart of the MSc and is treated as your first professional research artefact. You will engage with UK and international aviation research, sector policy and current executive practice, choose an area of specialisation aligned with your career, and produce a piece of work that can stand up to peer review inside a professional community. Executive students often use their dissertation as a stepping stone into consultancy engagements or board-adjacent projects.
Delivery is fully flexible across on-campus, online and distance-learning modes, with a mix of taught modules, an integrated executive-style leadership project and a research-informed dissertation. Executive part-time routes are available to fit around senior working commitments and international time zones.
Key Features
- Executive part-time routes for senior working commitments
- Direct access to the LSAAM Executive Alumni Network
- Structured dissertation methodology teaching
- Optional research-into-practice conversion coaching
- Director-level dissertation supervisor
- Executive-track careers support and senior networking
- Master's-level programme aligned with ICS, ITT, CAA and CMI executive frameworks
- Focus on customer strategy, recovery, loyalty and digital experience
- Written and taught by former airline customer directors
- Flexible on-campus, online and distance-learning delivery
- Research-informed dissertation on a customer relations topic
- Executive careers coaching for senior progression
What You Will Learn
- Publish or present dissertation findings inside a professional forum
- Convert executive project outputs into board-facing recommendations
- Produce a peer-review-ready research dissertation
- Lead an executive-style project through to board-facing presentation
- Design end-to-end airline customer strategy at director level
- Analyse service recovery, loyalty and digital experience economics
- Complete a research-informed dissertation
- Represent customer relations at board and consultancy level
- Coach the next tier of customer relations managers
- Prepare board and investor-facing experience papers
- Follow CAA passenger-rights and refund regime developments
- Support inclusion, accessibility and net-zero commitments
Who This Course Is For
- International executives moving into UK board-adjacent and consultancy careers
- Senior aviation practitioners preparing for board-adjacent, consultancy or executive-track roles
- LSAAM BA graduates progressing into executive customer roles
- Senior airline experience and complaints managers targeting director progression
- Aviation consultants formalising a Master's customer relations credential
- International applicants targeting UK executive customer careers
Career Pathways
- Head of Airline Customer Relations
- Airline Customer Experience Director
- Airline Loyalty Programme Director
- Airline Communications Director
- Airline Brand Director
- Aviation Consultant (Customer)
- Airline Service Delivery Director
LSAAM's careers service supports every MSc student with senior CV, LinkedIn and executive-interview coaching, plus introductions to UK airline groups and travel intermediaries hiring at director level. MSc students receive executive-level careers coaching, targeted introductions to aviation consultancies, board-adjacent networks and senior recruitment partners across UK aviation.
MSc graduates typically progress into board-adjacent, director-track and consultancy roles, and LSAAM careers services align the executive CV, LinkedIn, interview coaching and networking programme to that senior-track transition. Introductions cover UK airline groups, London airports, ground handling providers, aviation consultancies, senior recruitment partners and international aviation employers hiring at director and consultancy level.
Entry Requirements
- A UK 2:2 (Lower Second Class) honours degree or overseas equivalent in any discipline
- Applicants without a first degree may be considered with 5+ years of senior airline or airport experience
- IELTS 6.5 overall (no band under 6.0) or equivalent English proficiency
- A 500-word research statement covering the applicant's chosen area of aviation specialisation
- Two academic or professional references and a short interview
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 MSc credible weight.
Content is authored and taught by former airline customer directors and delivered on-campus, online and via distance learning to fit senior working professionals and international students.
MSc students at LSAAM are supported by a director-level supervisor, an executive careers pathway including introductions to consultancies and senior networks, and structured executive interview coaching that prepares you for board-adjacent or director-track opportunities.
The MSc is the top of the LSAAM articulation model, and graduates emerge with a peer-review-ready dissertation, an executive-level project, a director-supervisor relationship and access to the LSAAM Executive Alumni Network. Many graduates use this combination to pivot from senior specialist roles into board-adjacent, consultancy and international leadership careers.
Apply for MSc in Airline Customer Relations Management
Applications are reviewed on a rolling basis and the MSc in Airline Customer Relations Management is available on standard postgraduate intakes. Advance into executive aviation leadership with LSAAM. The LSAAM admissions team supports every MSc applicant with document review, research statement guidance, admissions interview scheduling and structured payment planning, so senior professionals and international executives can move from enquiry to confirmed place efficiently. Enrol Now
