MTA14 - Air Passengers and Quality of Service Présentiel
Dernière mise à jour : 24/03/2026
Langue/Language : Anglais/English
Secteurs/Sectors : Compagnie Aérienne/Airline, Exploitants aéroportuaires/Airport operator
Thèmes/Topics : ATM - ATS - ATC/ATM - ATS - ATC, Réglementation et navigabilité/Reglementation and airworthiness
Public : Cadres / Executives, Managers / Managers
Public visé/Target audience
This course addresses all current and future airport or airline company managers.
Responsable de stage/Internship supervisor
Charlie RUSTIN
Mail de contact/Contact email
formationcontinue@enac.fr
Durée pédagogique réelle/Actual teaching time
30 h
Résumé/Summary
Awareness of the demands and air passenger rights.
Objectifs de la formation
After completing this module, the student will be able to :
- Know of the demands of air passenger and their different characteristics
- Know and understand the quality policy of the main air transport actors.
- Understand the obstacles to satisfy the passenger requests.
Description
- Presentation and Global Quality Approach
- A legacy Carrier Approach
- An Airport Approach (Orly)
- A ground Handler Approach
- Case study presentation
- A Low Cost Carrier Approach
- Certifications
- Answer to customer expectations