OP6008E - Airport operations and service quality

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OP6008E - Airport operations and service quality

Objectives

General objective:

After completing this module, the student will be able to:


· Explain the operating modes of an airport operator and its relations with the airport stakeholders,
· 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, to improve performance and to meet the challenges of customer satisfaction.

Detailed objectives:

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
· Explain the relations between airports and their customers (airlines, passengers, tenants…)
· Explain the key processes of airport operations (passenger, baggage, airside, supervision) and analyse their most common issues
· Organise the management of airport resources
· Identify and monitor the key drivers of airport quality of service

Position in the programme

After : Passenger’s terminals
Before : Airport Crisis Management

Hours

  • Lecture : 21.75h

Form of assessment

Total assessment hours: 0.75

In brief

ECTS credits : cf Teaching Unit

Number of hours 31

Contact(s)

Vincent VIMARD

Phone : 05.62.17.43.78

Email : vincent.vimard @ enac.fr

Places

  • Toulouse