Advanced Strategies for Airport Customer Experience

Course Introduction

Designed for professionals in Aviation & Airport Management, this five-day advanced-level course builds practical command of Airport Customer Experience. Every session pairs a clear concept with a workplace exercise, so learning turns into capability rather than notes.

Training Objectives

• 01Describe how Airport Customer Experience is defined, governed and measured in international practice
• 02Work through typical situations in airports, airlines and ground operations using structured Airport Customer Experience techniques
• 03Recognise common risks, errors and non-conformities linked to Airport Customer Experience — and how to prevent them
• 04Choose the right indicators and records to monitor Airport Customer Experience over time
• 05Translate the course learning into a realistic plan agreed with your line manager

What You Will Take Away

• Worked calculation and troubleshooting examples
• Reference tables and rules of thumb for daily decisions
• A structured inspection and reporting template

Who Should Attend

• Airport & Airline Operations Staff
• Ground Handling Teams
• Aviation Safety & Security Officers
• Station Managers

Prerequisites: Recommended: at least two years of relevant work experience.

Training Methodology

Expect challenging scenarios, peer debate and instructor-led critique of real-world approaches, with limited slide time. Case material and examples are drawn from airports, airlines and ground operations.

Day-by-Day Programme (5 Days)

• Day 1
  Getting oriented: the landscape of Airport Customer Experience

  Scope, terminology and the standards and regulations that shape Airport Customer Experience in airports, airlines and ground operations.

• Day 2
  Core concepts and methods

  The principles, codes and best-practice approaches that leading organisations rely on for Airport Customer Experience.

• Day 3
  Applying it on the job

  Hands-on exercises using tools and templates for Airport Customer Experience, built around realistic situations in airports, airlines and ground operations.

• Day 4
  Cases, risks and lessons learned

  Case studies, typical pitfalls and the risk and compliance issues that arise with Airport Customer Experience.

• Day 5
  Bringing it together

  Consolidation workshop, personal action planning and a closing knowledge check on Airport Customer Experience.

Upcoming Sessions