OP6008E - Airport operations and service quality

Objectives

General objective:

Present the organisational structures of airport operators and the relations between services and parties, and the best practices to ensure continuity of operations and quality of service.

Detailed objectives:

After completing this module, you will be able to:
- Explain the typical organisational structures of airport operators,
- Describe the responsibilities & functions and the inter-relations of the different airport operator departments/services and with 3rd parties (airlines, ground handlers, ATC, service providers…)
- List the main operational challenges for airport operators : safety and security, quality of service, OTP punctuality, customer satisfaction, resource management, reliability, resilience, efficiency, profitability, greening airport operations…

Position in the programme

After : Passenger’s terminals
Before : Airport Crisis Management

Hours

• Lecture : 21.75h

Form of assessment

Total assessment hours: 0.75