Terminal and Landside Operations

Professional Certificate Course
Delivery: classroom
Duration: 5 days

This course will provide participants with the knowledge on how to optimize airport terminal and landside operations and provide a positive passenger experience in harmony with security requirements and revenue generating activities.

Learning objectives

Upon completing this course, participants will be able to:

  • Understand the complex service delivery chain within airports where various agencies and companies work together to provide services and amenities utilized by customers
  • Describe the tools used by airport operators working in collaboration with the entire airport community to improve customer experience
  • Describe terminal design categories and the advantages and disadvantages of each
  • Understand the impact of Airport Concessions on customer experiences, customer satisfaction, terminal design and airport profitability
  • Describe the ways in which technology enables Common Use and Self-Service options and the benefits of each for the Customer and for the Airport
  • Describe the landside facilities found at an airport and the various operational activities
  • Understand the handling of baggage and cargo at airports including the different types of baggage, baggage fees and the impact of baggage on passenger choices and facilitation
  • Describe the major components of the air cargo industry including the members of the air cargo community and the functions of the air cargo terminal
  • 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
  • Understand the importance of the International Civil Aviation Organisation (ICAO) and its role in international civil aviation; reference to Annex 9 (Facilitation) and Annex 17 (Security)

Target audience

  • Airport Operations Managers and staff
  • Airport Customer Service and Quality Assurance Managers and staff
  • Airport Marketing and Commercial Managers and staff
  • Front line staff (Operations and Administration)

Course content

  • Facilitation and Customer experience
  • Airport Security (Annex 17)
  • Facilitation (Annex 9)
  • Airport terminal, configuration and planning
  • Key Performance Indicators (KPI)
  • Airport Community involvement and managing stakeholders

Upcoming sessions

DatesLocationMember / WBPNon-MemberRegister
18-22 March 2019Bucharest, Romania$US1,575$US2,280Register
15-19 July 2019San Francisco, USA$US1,575$US2,280Register
02-06 September 2019Kuala Lumpur, Malyasia$US1,575$US2,280Register
11-15 November 2019Istanbul, Turkey$US1,575$US2,280Register