Professional Certificate course
Delivery: Classroom/Virtual
Duration: 5 days


This course will explore, at an introductory level, how to optimize airport terminal and landside operations, leverage the involvement of the various stakeholders and others in the airport community including airport employees. Participants will also understand the importance of providing a positive customer experience from curb to gate that is in harmony with security, facilitation, and health requirements as well as revenue generating activities. This course will explore the impact of the COVID-19 pandemic crisis on the aviation industry and the industry’s response to facilitate recovery

Learning Objectives

  • Describe the tools used by airport operators working in collaboration with the entire airport community to engage airport employees, enhance customer experience and respond to customer priorities
  • Understand the terminal design categories and the advantages and disadvantages of each
  • Learn the impact of airport concessions on customer experiences, customer satisfaction, terminal design and airport profitability
  • Explain the importance of innovation and the accelerating evolution of emerging technologies which are optimizing operational effectiveness and efficiency as well as re-imagining the customer experience
  • 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

Target Audience

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

Course content

  • Regulatory framework and guidance for air travel through the COVID-19 Public Health Crisis
  • Airport customer experience management and airport employee engagement
  • Terminal design and operations
  • Airport retail program
  • Airport security
  • Airport facilitation and PRM
  • Emerging Technologies (NEXTT
  • Airport Landside Operations and Congestion management
  • Baggage handling and Cargo Management
  • Customer priorities at airports
  • COVID-19 Pandemic Crisis impact on aviation and industry plans for recovery
  • International noteworthy practices

Upcoming sessions

Dates Location Least Developed Countries Member Price* / African Airports Development Program Price Member / WBP Price Non-Member Price Register
11-15 November 2024 Virtual Classroom | UTC | 11:30am - 3:30pm US$1,575 US$1,775 US$2,475 Register