AM12 - Airport operations and service quality Présentiel
Dernière mise à jour : 24/03/2026
Langue de la formation : Anglais/English
Secteurs : Exploitants aéroportuaires/Airport operator
Thèmes : Business, Management, Finance/Business, Management, Finance, Opérations aériennes/Aviation operations
Public : Cadres / Executives, Managers / Managers, Techniciens / Technicians
Public visé
This course is intended for all current and future airport managers, and any person from consulting or service provider companies addressing the airport sector.
Responsable de stage
Vincent VIMARD / Perrine DUGLET
Mail de contact
formationcontinue@enac.fr
Durée pédagogique réelle
30 h
Résumé
Operating an airport platform in view of attaining a high level of customer satisfaction.
Objectifs de la formation
After completing this module, you will be able to:
- Explain the typical organisational structures of airport operators,
- Describe the responsibilities & functions and the inter-relations of the different airport operator departments/services and with 3rd parties (airlines, ground handlers, ATC, service providers…)
- List the main operational challenges for airport operators : safety and security, quality of service, OTP punctuality, customer satisfaction, resource management, reliability, resilience, efficiency, profitability, greening airport operations…
Prérequis
Being familiar with the airport sector
LEVEL OF ENGLISH:
TOEIC: 850 for 2-skill test; 785 for 4-skill test
IELTS: 6
Description
- Airport operator organizational structures
- Operation of passenger terminals.
- Relationship between airports operator and it stakeholders.
- Airport operational safety and security.
- Operational requirements from airlines – EasyJet model
- The cases of small and regional airports.
- Airport resource management.
- Snow crisis management
- Baggage processes management
- Airside operation management
- Quality of service and customer relationship.
- Real time supervision and control centers (APOC and CDM).
- Performance and reliability of equipment
Evaluation des apprentissages : Oui
Points forts
- Lecturers from the industry (ADP, Marseille Airport, EDEIS, EasyJet)
- Case study
- Alternate sequences of theory and exercises