SH6005E - Air Passengers and Quality of Service

Objectives

General objective:

After completing this module, the student will be able to :
- Know of the demands of air passenger and their different characteristics
- Know and understand the quality policy of the main air transport actors.
- Understand the obstacles to satisfy the passenger requests.

Detailed objectives:

After completing this module, the student will be able to :
- Analysis of the different types of passenger and their expectation. Understand the organization of air transport and the main actors.
- Understand how airports, airlines and ground handlers handle quality and how they evaluate their results
- Have a knowledge of certification
- Understand and analyze the main difficulties air transport has to succeed in quality.
- Be able taking into account the "consumer" dimension in the supply of air transport, the reception and information at airports.