How is the Master in Airlines Customer Services (MACS065) different from a general CX master's?

Aviation CX is shaped by safety, disruption, multi-language passenger bases and tight regulation. The MACS065 stays within that aviation context throughout, rather than treating customer service generically across industries.

Do I need to be an airline employee to enrol?

It helps. Most applicants come from airlines, lounges, ground handlers or contact centres, but applicants with strong adjacent CX experience (hotels, premium retail) are considered too.

Will this master's help with IROPs handling and service recovery roles?

Yes — disruption and service recovery are central themes. The Master in Airlines Customer Services (MACS065) builds both the operational understanding and the strategic frameworks senior CX leaders rely on during IROPs.

How long does the master's take?

Duration varies by study mode and intake. Exact length is confirmed at enrolment based on the route you choose.

Is the qualification recognised by international carriers?

Many graduates apply the credential at airlines and aviation services groups internationally. Local recognition criteria vary by carrier and country, so check with target employers.

How much does the master's cost?

Fees vary by mode and intake. Please contact LSTH admissions for current tuition and payment plan information.

Master in Airlines Customer Services (MACS065) | LSTH | Harold International College of London

Master in Airlines Customer Services (MACS065) at LSTH

The Master in Airlines Customer Services (MACS065) is a postgraduate degree for professionals who already work near the airline customer experience — supervisors at carriers, lounge managers, ground services leads, contact centre managers — and who want a serious strategic credential to step into senior customer service leadership in aviation. It treats airline CX as the multi-layered discipline it actually is, not as generic customer service.

Taught at London School of Tourism and Hospitality, the Master in Airlines Customer Services (MACS065) covers service recovery during IROPs, complaint handling architecture, digital channel strategy, the economics of premium versus economy customer treatment, and the cultural sensitivity required when one carrier serves passengers from dozens of countries on a single rotation.

Why Airline CX Has Become a Senior Discipline

Passenger expectations are shaped as much by hotels, retail and tech platforms as by airlines themselves. Customer service in aviation is now a strategic function with board-level attention, especially around disruption management and complaints. The Master in Airlines Customer Services (MACS065) is shaped around that elevated mandate.

Who the Master in Airlines Customer Services (MACS065) Is For

Airline supervisors and managers moving into customer experience leadership.
Lounge and ground services managers stepping up to strategic roles.
Contact centre leaders specialising in aviation.
Career changers from hospitality CX or retail CX moving into airlines.

Where Graduates Often Move Next

Graduates typically progress into senior airline customer service roles, customer experience strategy positions, head of complaints functions, or service quality and standards roles at airline groups, lounges, and ground service operators. Outcomes depend on prior aviation track record and language ability, so we describe the master's as a serious accelerator rather than a guaranteed promotion.

How the Programme Is Delivered

Delivery combines seminar-style discussion, real airline CX case analysis, strategic projects and assessed essays. On-campus and online study options are available. Module structure, assessment weighting and intake calendar are confirmed at enrolment.

Entry Requirements

A bachelor's degree in aviation, hospitality, business, marketing or a related field.
Applicants with substantial airline or aviation customer service experience may be considered without a bachelor's.
IELTS 6.0 or equivalent English proficiency for non-native speakers.
A short professional statement about your CX experience and goals.

Apply for the Master in Airlines Customer Services (MACS065)

If you want a strategic credential that lifts you above day-to-day customer service work and into senior CX leadership in aviation, this is the right master's. Click Enroll Now on this page to begin your application. LSTH admissions will reply within one working day with documentation, intake dates and fee details.