AM12 - Airport operations and service quality Présentiel
Dernière mise à jour : 24/03/2026
Langue/Language : Anglais/English
Secteurs/Sectors : Exploitants aéroportuaires/Airport operator
Thèmes/Topics : Business, Management, Finance/Business, Management, Finance, Opérations aériennes/Aviation operations
Public : Cadres / Executives, Managers / Managers, Techniciens / Technicians
Public visé/Target audience
This course is intended for all current and future airport managers, and any person from consulting or service provider companies addressing the airport sector.
Responsable de stage/Internship supervisor
Vincent VIMARD / Perrine DUGLET
Mail de contact/Contact email
Durée pédagogique réelle/Actual teaching time
30 h
Résumé/Summary
Operating an airport platform in view of attaining a high level of customer satisfaction.
Objectifs de la formation
After completing this module, you will be able to:
- Explain the typical organisational structures of airport operators,
- Describe the responsibilities & functions and the inter-relations of the different airport operator departments/services and with 3rd parties (airlines, ground handlers, ATC, service providers…)
- List the main operational challenges for airport operators : safety and security, quality of service, OTP punctuality, customer satisfaction, resource management, reliability, resilience, efficiency, profitability, greening airport operations…
Prérequis
Being familiar with the airport sector
LEVEL OF ENGLISH:
TOEIC: 850 for 2-skill test; 785 for 4-skill test
IELTS: 6
Description
- Airport operator organizational structures
- Operation of passenger terminals.
- Relationship between airports operator and it stakeholders.
- Airport operational safety and security.
- Operational requirements from airlines – EasyJet model
- The cases of small and regional airports.
- Airport resource management.
- Snow crisis management
- Baggage processes management
- Airside operation management
- Quality of service and customer relationship.
- Real time supervision and control centers (APOC and CDM).
- Performance and reliability of equipment
Evaluation des apprentissage/Assessment of learning : Oui
Points forts/Key strengths
- Lecturers from the industry (ADP, Marseille Airport, EDEIS, EasyJet)
- Case study
- Alternate sequences of theory and exercises