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)
Places
- Toulouse