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

Volume horaire (h)

• Cours Magistraux : 21.75h

Examens

Nombre total d'heures d’évaluation : 0.75