Dr. Marina AlcoverAcademic director focused on measurable results and operational excellence in maritime education. Integrates IMO/STCW regulations and ISO 21001/9001 f
Masters · 1600 h · 11 modules
Master's in Passenger Experience on Board
This program prepares you to design and optimize the complete traveler experience, from planning to disembarkation. You will learn to manage high-quality services, anticipate the needs of the modern passenger, and create…
Duration1600 h
FormatOnline
Starts28 December
Places20 / 20
Prior knowledge
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Programme overview
What is the Master’s in Passenger Experience on Board?
The Master in Onboard Passenger Experience
This program prepares you to design and optimize the complete traveler experience, from planning to disembarkation. You will learn to manage high-quality services, anticipate the needs of the modern passenger, and create memorable environments. Master the latest trends in hospitality, entertainment, and technology applied to the sector, driving customer loyalty and commercial success.
Differentiating Advantages
- Holistic Approach: experience design, crew management, and operational optimization.
- Immersive Technology: virtual reality, digital signage, and interactive passenger solutions.
- Sustainability and Wellbeing: eco-friendly practices and onboard health programs.
- Experiential Marketing: strategies to communicate and enhance the value proposition.
- Professional Networking: access to industry experts and collaboration opportunities.
Programme type
Master's Degree
Study mode
Online
Duration
1,600 hours
Modules
11
Start date
07-12-2026
Programme highlights
- Design memorable experiences: Master the techniques to create unique and personalized moments for each passenger.
- Optimize customer satisfaction: Learn to measure and improve the quality of service on board, boosting customer loyalty.
- Lead innovation: Explore the latest trends in technology, entertainment, and well-being to transform the passenger experience.
- Apply agile methodologies: Develop continuous improvement projects with a focus on efficiency and adaptability.
- Connect with industry experts: Participate in workshops and seminars with renowned professionals and expand your network.
- Boost your career in the transportation sector and Become a leader in creating exceptional passenger experiences.
Curriculum
Programme Structure
The programme is structured in 11 modules, listed below in order of study.
01
Passenger experience management: customer support strategies, on-board safety and emergency protocols
- Basics of the passenger experience: definition, strategic importance and its impact on the loyalty and reputation of the airline
- Customer Support Models: Proactive, Customized, Multi-Channel Approaches to Maximize On-board Satisfaction
- Design and application of advanced on-board safety protocols: from prevention to effective response to incidents
- Implementation of internal and external communication systems for efficient management of passenger service
- Complaints and claims management: active listening techniques, conflict management and effective resolution under pressure
- International regulations and specific regulations in air safety: ICAO, IATA, EASA and its relationship with the passenger experience
- Detailed emergency protocol procedures: evacuation, management of critical situations and coordination with crew and ground services
- Continuous crew training to ensure optimal standards of real-time care and safety
- Use of innovative technologies for monitoring and improving the passenger experience during the flight
- Audits and performance metrics: Analysis of key indicators for continuous improvement in the comprehensive management of on-board experience
02
Innovation and technology in the on-board service: design of memorable experiences and customer customisation
- Current Overview and Emerging Trends in Technological Innovation Applied to Onboard Service: Impact Analysis on Passenger Experience
- User-centreed design: methodologies for creating personalised experiences in the aeronautical environment
- Integration of digital systems and smart platforms: IoT, artificial intelligence and big data applications to optimise on-board service
- Biometric Technologies and Facial Recognition: Implications on Passenger Customization and Safety During the Flight
- Advanced use of on-board entertainment systems (IFE): content customisation and improved passenger-crew interaction
- Development and application of virtual assistants and chatbots for real-time support and proactive customer needs management
- Implementation of wearable technologies and connected devices to monitor passenger comfort and well-being
- Big data and predictive analytics to anticipate preferences and behaviours, leading to a hyperpersonalised service and memorability in experience
- Advanced on-board communication and digital marketing strategies: Creating memorable moments and differentiators through the use of technology
- Training and adaptation of the crew to new technologies: digital transformation in human management to maximise passenger satisfaction
03
Innovation, security and personalisation in the passenger experience: strategies, protocols and technologies to improve on-board service
- Innovation in the passenger experience: emerging trends, user-centreed design and methodologies to integrate disruptive innovation in on-board services
- Comprehensive on-board security: International regulations (ICAO, EASA), emergency protocols, risk management and incident prevention in cabin and common areas
- Data-driven customisation: Advanced use of big data, predictive analytics, and CRM to deliver individualized flight experiences
- Implementation of advanced technologies: Augmented Reality (AR), Artificial Intelligence (AI), IoT and biometric sensors to improve passenger interaction and comfort
- Service and customer service protocols: detailed guides, claims management, effective communication and techniques to anticipate needs and exceed expectations
- Design and ergonomics of the space on board: Optimisation of seats, lighting and acoustics to maximise comfort and well-being throughout the journey
- Cabin staff management: training, motivation, leadership and resilience to raise service quality and ensure a safe environment
- Quality Monitoring and Auditing: Key Indicators (KPIs), Internal and External Audits, Continuous Assessment and Improvement through Real-Time Feedback
- Multi-channel integration of service: digital platforms, mobile applications and virtual assistants to facilitate communication and support before, during and after the flight
- Sustainability and social responsibility: eco-efficient practices in catering, reusable materials and strategies to minimise the environmental footprint without compromising quality
04
Operational excellence and on-board hospitality: Crew leadership, critical incident management and premium service design
- Fundamentals of Operational Excellence in Aviation: Definition, Key Metrics and Its Impact on Passenger Experience
- Effective on-board crew leadership: styles, interpersonal competences, and multicultural team management
- Advanced Protocols in Critical Incident Management: Early Identification, Situational Analysis, and Decision Making Under Pressure
- Assertive communication and conflict management in high-operational environments
- Design of premium services on board: customer service methodology, customisation and creation of added value
- Technology integration in air hospitality: management systems, satisfaction tracking and feedback in real time
- Implementation of safety and comfort protocols: coordination between international departments and regulations
- Crew training and ongoing development: training programmes, performance evaluation and specific certifications
- Psychological management of stress and resilience in crew: Strategies to maintain optimal performance during critical situations
- Post-incidence Passenger Experience Assessment: Impact Analysis, Claims Management and Continuous Improvement
05
Passenger psychology and effective communication on board: advanced techniques for conflict management and total satisfaction
- Basics of Passenger Psychology: Individual and Contextual Variables Influencing Behaviour on Board
- Perception and expectations: Analysis of how previous experiences and environment modulate passenger satisfaction
- Psychological models applied to aviation and maritime transport: stress, anxiety, and coping mechanisms
- Effective communication: principles of verbal and non-verbal language in the context of passenger care
- Advanced active listening techniques and empathy to improve interaction with passengers in routine and high-voltage situations
- Identification and management of conflicting emotions: strategies to reduce escalation of on-board confrontations
- Management of critical situations: protocols and skills to resolve interpersonal conflicts while maintaining calm and professionalism
- Practical application of negotiation and mediation techniques in the resolution of disputes between passengers and crew
- Digital and multi-channel communication tools for proactive passenger support during flight or travel
- Measurement and analysis of total satisfaction: key indicators and effective feedback methods for continuous improvement in on-board experience
06
Innovation, security and customisation: advanced strategies to optimise the passenger experience on board
- Fundamentals of innovation in the air sector: technological evolution and disruptive trends applied to the passenger experience on board
- Advanced cabin safety protocols: integration of intelligent systems and international regulations for risk prevention and management
- Customizing the passenger experience through data analysis and artificial intelligence algorithms: from facial recognition to anticipation of needs
- Design of adaptive spaces and environments: sensory technology, environmental control and applied ergonomics to optimise comfort and well-being
- Implementation of omnichannel strategies for interaction with the passenger: use of mobile devices, virtual assistants and communications in real time
- Advanced incident management systems and rapid response protocols: time optimisation and impact minimisation on on-board experience
- Technical and emotional training of cabin staff: training programmes aimed at empathy, conflict resolution and digital skills
- Integration of augmented and virtual reality technologies for personalised entertainment and cultural enrichment during the flight
- Big Data and Predictive Analysis for Continuous Improvement: Evaluation of Key Metrics and Passenger Feedback in Real Time
- Regulatory framework and international standards: Compliance, certification and audits focused on innovation and safety of on-board experience
07
Integrated care, security and personalisation strategies for excellence in the on-board passenger experience
- Fundamentals and evolution of the passenger experience on board: current trends and expectations
- Integrated Passenger Attention Strategies: Protocols for Effective Communication, Managing Expectations and Conflict Resolution in Real Time
- International regulations and standards of safety in passenger care: Compliance with SOLAS, ISPs and specific regulations of the sector
- Advanced on-board safety management: risk assessment, personalised emergency procedures, and the influence of safety on passenger perception
- Emerging Technologies for Service Customization: Using Big Data, AI, and CRM Systems to anticipate and meet individual needs
- Design of personalised experiences: profile analysis, passenger segmentation and creation of custom itineraries and services
- On-board team training: development of soft skills, empathic care protocols, and management of critical situations
- Operational integration: coordination between departments (cabin, catering, security) to ensure a unified and impeccable experience
- Passenger satisfaction measurement and analysis: quantitative and qualitative methodologies, KPIs and proactive feedback
- Continuous innovation in the on-board experience: benchmarking, implementation of new technologies and adaptation to regulatory and cultural changes
08
Design and advanced management of premium services: Optimisation of the emotional and multi-sensory experience of the passenger on board
- Basics of premium service design: conceptualization, modelling and differentiation in the aeronautical industry
- Deep analysis of the passenger emotional experience: psychological theories, applied neuroscience and loyalty mechanisms
- On-board multi-sensory design: strategic integration of visual, auditory, tactile, olfactory and taste stimuli to maximise satisfaction
- Advanced management of interpersonal and digital communication during the trip: interaction protocols, non-verbal language and use of intelligent technologies
- Implementation and control of quality standards in exclusive services: audits, KPIs and benchmarking with leaders in the luxury sector
- Space optimisation and premium setting: ergonomic design, adaptive lighting and ambient customisation according to passenger profiles
- Technological innovation applied to the on-board experience: AI, augmented reality and biometric sensors to adapt services in real time
- Predictive models for the anticipation of passenger needs and desires: Big Data Analysis and Advanced Customer Journey Mapping
- Effective incident management and service recovery in premium contexts: action protocols, empathy and immediate resolution
- Training of cabin staff in soft skills and advanced hospitality techniques: Mindfulness, Emotional Intelligence and Critical Situation Management
09
Innovation, security, personalisation and strategic leadership in the management of the passenger experience on board
- Technological innovation applied to the passenger experience: disruptive trend analysis, integration of artificial intelligence and big data to anticipate needs and optimise on-board services
- Advanced management of physical and emotional security: integrated security protocols, international regulations (ICAO, IATA, EASA) and practical application in the prevention and management of on-board incidents
- Real-time service customisation: Implementation of CRM systems adapted to the airline industry, dynamic passenger segmentation, and design of unique experiences based on individual profiles and preferences
- Strategic leadership in multidisciplinary teams: development of skills to manage the cultural and functional diversity of the cabin team, motivational techniques under pressure and efficient conflict resolution
- Open and collabourative innovation models: alliances with technology providers and business partners to co-create passenger-centreed solutions, fostering a continuous improvement environment
- Comprehensive risk assessment in passenger experience: Quantitative and qualitative analysis of operational and commercial risks that impact the perception and loyalty of the traveler
- Implementation of immersive technologies on board: augmented and virtual reality for entertainment, crew orientation and training, focused on improving passenger interaction and satisfaction
- Design and management of emotional security protocols: Early detection of stress and anxiety in passengers, training in emotional intelligence for crew and effective communication strategies in critical situations
- Optimisation of operational processes for a frictionless experience: analysis and redesign of internal workflows, automation integration and strategic use of passenger feedback in real time
- Evaluation and leadership in sustainability on board: implementation of eco-efficient policies, impact on passenger perception and brand positioning through responsible and committed practices
10
Accessibility, inclusion and care for passengers with special needs
- European Regulation of Passenger Rights by Sea
- Passengers with reduced mobility
- Accessible design of ships and terminals
- Care for people with sensory disabilities
- Intellectual disability and neurodiversity
- Older passengers and families with children
- Dietary and medical needs
- Training of staff in inclusive care
- Accessible communication on board
- ACCESSIBILITY PLAN OF A SHIPPING COMPANY
11
Master’s Final Project in Passenger Experience on Board
- Fundamentals and methodology of the Master’s Final Project: objectives, scope and evaluation criteria
- Advanced conceptual framework on passenger experience on board: Global Theories, Models and Trends
- Comprehensive design applied to the maritime environment: ergonomics, spatiality and passenger flow
- Technological Innovation Strategies: IoT Systems Implementation, Artificial Intelligence and Augmented Reality for Travel Customization
- Data analysis and big data: tools for the collection and exploitation of information in real time for continuous improvement
- Multichannel management and communication: integration of digital platforms, mobile apps and virtual assistants to optimise passenger interaction
- Development of sensory and emotional experiences: design of environments, lighting, sound and multidimensional comfort
- Optimisation of operational and logistics processes: alignment between passenger experience and operational efficiency
- International regulations and quality standards for the provision of on-board services: compliance and certification
- Strategic planning and roadmap of innovation: phases, resources, stakeholders and KPIs to measure the impact of the improvements implemented
Workload
Study Time and Workload
1600 hours of study, online and at your own pace. Move the slider to the hours a week you can really put in.
Hours a week8
Weeks to finish—
You finish around—
Who it is for
Cruise and ferry industry professionals seeking to lead the transformation in passenger experience and loyalty.Operations, marketing, and sales directors who want to optimize profitability through innovation and service personalization.Interior designers and naval architects who aspire to create innovative and functional spaces focused on passenger well-being.Technology and service providers
Faculty
Academic direction and faculty
The teaching team at Navalis: working professionals who deliver and oversee the institute's programmes.
Eng. Diego Cifuentes
Cap. Javier Abaroa (MCA)
Dr. Pau Ferrer
Dr. Nuria Llobregat
Eng. Javier Bañuls
Eng. Sofía Marquina
Eng. Tomás Riera
Verified reviews
Student Reviews
Reviews collected and verified by Opynio, not written by us.
Outcomes
Learning Outcomes
- 01Design personalized experiences that exceed passenger expectations.
- 02Implement innovative strategies for crisis and emergency management on board.
- 03Optimize crew-passenger interaction to foster brand loyalty.
- 04Leading the digital transformation of onboard services for a seamless and intuitive experience.
- 05Develop and manage entertainment and wellness programs that improve passenger satisfaction.
- 06Maximize the profitability of onboard services through innovation and operational efficiency.
Careers
Career Opportunities
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02Passenger Experience Manager: Design and management of entertainment programs, comfort, and personalized onboard services.
03Onboard Customer Relations Manager: High-level customer service, incident resolution, and passenger loyalty.
04Interior and Environment Design Specialist: Creation of attractive and functional spaces that enhance the passenger experience.
05Customer Experience Consultant in the Transportation Sector: Advising cruise lines, airlines, and train companies to optimize passenger satisfaction.
06Onboard Marketing and Communications Manager: Development of strategies to promote onboard services and the overall experience.
07Onboard Events and Activities Manager: Planning and coordination of shows, workshops, and events to enrich the passenger experience. passenger.
08Passenger Data and Trends Analyst: Research and analysis of data to understand passenger needs and preferences.
09Head of Innovation and New Onboard Technologies: Implementation of technological solutions to improve the passenger experience (virtual reality, artificial intelligence, etc.).
Questions
Entry Requirements
To improve the passenger experience on board transport such as airplanes, trains or cruise ships.
Yes. The itinerary includes ECDIS/Radar-ARPA/BRM with harbor, ocean, fog, storm, and SAR scenarios.
Online with live sessions; hybrid option for simulator/practical placements through agreements.
Aviation, air transport and tourism sector.
Recommended functional SMCP. We offer support materials for standard phraseology.
Yes, with a relevant degree or experience in maritime/port operations. The admissions interview will confirm suitability.
Optional (3–6 months) through Companies & Collaborations and the Alumni Network.
Simulator practice (rubrics), defeat plans, SOPs, checklists, micro-tests and applied TFM.
A degree from Navalis Magna Institute + operational portfolio (tracks, SOPs, reports and KPIs) useful for audits and employment.
Online admissions
Admissions Process
No waiting for a phone call. If your documents are complete, you can pay in the same session.
Entry requirements
```htmlAcademic/Professional Profile:Bachelor's Degree in Tourism, Marketing, Design, Communication, Hospitality or related field; or proven professional experience in the aviation, cruise, rail, long-distance bus, or similar sectors.Language proficiency:English level B2 (CEFR) or equivalent; knowledge of other languages (French, German, etc.) is desirable.Computer skills:Proficiency in office software (word processor, spreadsheets, presentations), familiarity with customer relationship management (CRM) platforms and social media.Documentation:Updated CV, copy of d
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