A four-year L&D partnership case study, 2023–2026, spanning four programs, 266 participant places and one recurring leadership foundation program that keeps coming back.
A four-year L&D partnership case study, 2023–2026, spanning four programs, 266 participant places and one recurring leadership foundation program that keeps coming back.
Indrusty
Aviation
Year Founded
1945
Headquaters
Montreal, Canada
Employess
1,000+
Results
The Numbers That Matter
Leaders Developed
266
Cohorts
14
Average NPS
67
Leadership capability growth
12.3%
Attendance over 4 years
87%
Learning Experience
4.56/5
Challenge
- Changing needs — As people progressed, the capabilities they needed shifted from managing themselves to preparing for, and then taking on, leadership.
- Values in practice — IATA's values (One IATA, Trusted, Inclusive, Innovative) had to show up in how managers actually led, not just on the wall.
- A global workforce — Managers across regions and divisions needed a shared way of leading without losing local relevance.
- More than one-off training — L&D needed development that could evolve alongside the organisation, not a single programme.
Solution
- Built around IATA — Managing the IATA Way was aligned to IATA's internal learning framework and its four values from the first session.
- Five practical Labs — Leading Self, Motivating the Team, Feedback that Works, Operational Management and Change Management.
- Real challenges in the room — Managers brought their own scenarios, practised difficult conversations in role plays and worked with IATA's own feedback model.
- Learning with peers — Cohorts mixed divisions and regions, with peer groups between sessions to apply and review what was learned.
Outcome
- Harder conversations, handled — Managers described giving difficult feedback with more structure and confidence.
- Safer teams — Participants reported building greater psychological safety and more intentional recognition.
- One IATA, felt — Peer collaboration turned One IATA from a slogan into relationships across regions.
- A partnership that grew — Manager Training returned in 2026 with further cohorts confirmed, after NPS rose again to +67.
