OP605 - Airport operations and service quality

OP605 - Airport operations and service quality

Objectifs

Objectif général :

After completing this module, the student will be able to :
- Explain the operating modes of the various stakeholders on airport platforms,
- Describe the organisational structure and relations between the different services and/or actors,
- Analyse the main procedures in order to ensure the continuity of operations and to meet the challenges of customer satisfaction.

Objectifs détaillés :

After completing this module, the student will be able to :
- Explain the role, the responsibilities and the processes of an airport operator, either large or regional, European or extra-European
- Explain the relations between airports and their customers (airlines, passengers, tenants…)
- Explain the key processes of airport operations (passenger, baggage, airside) and analyse their most common issues
- Organise the management of airport resources
- Identify and monitor the key drivers of airport quality of service.


Place dans le cursus

After : Passenger’s terminals
Before : Airport Crisis Management

Volume horaire (h)

  • Cours magistraux : 55.5

Examens

Nombre total d'heures d’évaluation : 2

Ce cours fait partie de la formation

En bref

Crédits ECTS : Cf UE

Nombre d'heures 57.5

Langue d'enseignement
Anglais

Contact(s)

Nicolas LAMBALLE

Tél : +33 5 62 17 45 31

Email : nicolas.lamballe @ enac.fr