OP6008E - Airport operations and service quality

Objectifs

Objectif général :

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.

Objectifs détaillés :

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

Place dans le cursus

After : Passenger’s terminals
Before : Airport Crisis Management

Examens

Nombre total d'heures d’évaluation : 0.75