OP6008E - Airport operations and service quality

Objectives

General objective:

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.

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, 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.

Position in the programme

After : Passenger’s terminals
Before : Airport Crisis Management

Form of assessment

Total assessment hours: 0.75