Terminal & Landside Operations

The course provides full-fledged learning by combining theory with practical exercises performed in a conducive live airport environment. The purpose of this training is to enhance participants’ skills and knowledge of airport operations through exposure and demonstration of proven strategies, process efficiency schemes, systems and approaches, in additions to workable solutions on how to adopt these at other airports / organizations. The course content explores wide range of operational aspects and factors influencing efficiency, service quality, standards and customer satisfaction levels, emphasizing on the importance of cross-departmental collaboration, communication and established service quality criteria.

Upon completion of the training the participants will be able to:

• Understand the significance of interfaces between the airfield and the rest of the airport, connecting the landside operations to airside operations

• Establish standards, KPIs and associated measures of customer experience at the airport

• Define responsibilities and accountabilities of Terminal staff in case of emergency, disruption and /or crisis situation

• Explain the principles of passenger flow and service touchpoints while highlighting the ways to tackle common complaints and service pitfalls

• Conduct quality checks and periodical audits of the passenger services and staff performance

• Efficiently coordinate daily tasks and processes with authorities, stakeholders, airlines and other airport entities by establishing robust communication channels, common procedures and shared reliance systems

• Improve incident reporting, rostering / shift planning and overall people management through application of effective management practices, training, incentives and performance monitoring techniques

• Ensure operational compliance with relevant international aviation regulations and state legislation.

• Implement strategies and schemes that help to optimize passengers’ and baggage handling with better utilization of available staff, equipment, financial resources and time.

• Learn about latest innovations and trends in the areas of terminal design and infrastructure, passenger services / experience and information technology based on real-life examples from Munich Airport.

• Overview of airport operations, including topography, layouts, interfaces between terminal and other important functionalities

• Terminal and landside management

• Curbside, baggage trolley and car parks management

• Ground transportation solutions and airport connectivity

• Complete passenger journey (incl. connecting passengers/ transfer process)

• Customer satisfaction and passenger experience (ASQ and additional feedback mechanisms)

• Passenger flows and queue management

• Fundamentals of passenger services and quality standards

• Signage and wayfinding

• Passenger handling procedures

• VIP/CIP services and lounges

• Quality Management

• Passenger and staff screening

• Terminal maintenance, cleaning and waste management

• Importance of retail and commercial offering to the overall passenger satisfaction level

• Terminal evacuation plan and emergency procedures

• Passenger information services (information desk and terminal information management)

• Measuring staff performance (incl. disciplinary actions)

• Building cultural awareness and respect for diversity

• Crisis Management / maintaining Business Continuity

• Communications, Public Relations and advertisement at the airport

• Monitoring and reporting procedures

• Staff access control and flows

• Quarantine, health and wildlife control

• Lost and found process

• Innovation, trends and strategies in Terminal Operations

none

Hands-on assignments during the course and test.

Training certificate will be awarded upon completion of the training and successfully passed practical assessment.