Introduction to Terminal Operations & Management

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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.

There is a strong focus on Operations Management, Coordination & Guest Experience (Passenger Experience).

Learning content explores wide range of operational topics and factors influencing efficiency, service quality, standards and customer satisfaction levels, emphasizing on the importance of cross-departmental collaboration, communication and established service quality standards. 

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

• Understand the most vital elements of a Passenger Terminal Complex, it`s interfaces & major processes.

• 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
• Explain 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.
• Understand why the PTC is the main bearer of guest experience & how to manage, control and enhance it.
• Learn about latest innovations and trends in terminal design and infrastructure, passenger services / experience and information technology based on real-life examples from Munich Airport (digitalisation & AI).