Certificate in Terminal and Landside Operations

Learning Objectives

On completion of this course participants will be able to:

• Understand the complex service delivery chain within airports. 
• Describe the tools used by airport operators to improve customers’ airport experiences and satisfaction.
• Understand the impact of terminal design and airport concessions on customer satisfaction and airport profitability.
• Describe how technology can be best leveraged to benefit the customer and the airport.
• Describe the landside facilities found at an airport and the various operational activities that take place.
• Understand the key considerations in the handling of baggage and cargo at airports. 
• Describe key aviation organisations that have regulatory authority over civil aviation and/or serve as forums for cooperation and setting standards for the international civil aviation community.
• Explain key ICAO Standards and Recommended Practices that relate to terminal and landside operations.

Who Should Enrol?

• All airport managers and personnel responsible for terminal and landside operations.
• All new and existing personnel wishing to embark on a career in airport management.
• Personnel from airport stakeholders and service providers that operate at the airport.

Course Content

The Certificate in Terminal and Landside Operations consists of the following five modules:

Customer Experience Management

• The Airport Environment – A Complex Business
• Definition of a Customer
• A Customer Centric Airport Model
• Customer Priorities at Airports
• A Passenger’s End to End Journey

Airport Passenger Terminals

• Customer Centric Terminal Requirements
• Terminal Design
• Concessions, Terminal Design and Customer Experience
• Technology Enabled Common Use
• The Self-Service Airport

Landside Operations

• Airport Layout and Landside Facilities
• Landside Operations
• Congestion Management
• Airport Parking
• Ground Transportation Management

Baggage and Cargo

• Introduction
• Baggage
• Cargo and Freight

International Perspective and Regulations

• The International Regulatory Landscape
• International Civil Aviation Organization (ICAO)
• Annex 9 – Facilitation
• Annex 17 – Security

Assessment

Each training module includes an integrated online assessment. 

Candidates must successfully complete all module assessments to receive a Certificate of Completion.