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.

Reviews

– 3,731 reviews

“The lessons were very practical and will be of great use during the day to day operations and execution of my duty. I will now better provide support services to the operations teams and will improve the quality of service collectively with the rest of the management team” – Josephine.

“A deep insight to the terminal and landside operations that truly makes us wonder regarding the various activities performed. Any one interested to start an aviation career concentrating on the ground force MUST take this course.” – Roshith.