Airport Terminal Operations and Management Changi, East

Course details

This course provides an in-depth understanding of the complexities of running an airport terminal and the common problems faced by duty terminal managers in their daily operations. Participants will learn how to effectively manage the software and hardware of an international airport. Issues relating to the handling of various emergencies, managing passengers in distress and issues faced by other airport users will also be discussed.

OUTLINE

Module I: Airport Terminal Operations

•     Overview of Terminal Operations
•     Passenger Terminal Planning
•     Terminal Areas and their Functions
•     Flight Information Management System/IT Facilities
•     Terminal Signage System
•     Baggage Handling System - A Key Installation
•     Aircraft Stands/Gates Assignment
•     Managing Airport Security
•     Emergencies/Crisis Affecting Terminal Operations
•     Standard Operating Procedures
•     Airport Performance and Feedback Systems
•     Contingency Planning/Pre-emptive Culture
•     Group Exercises: Aircraft Stands and Gates Assignment; Contingency Planning for Terminal Operations; Identifying KPIs and setting Standards
•     Fire Protection for Airport Buildings
•     Site Visits: Terminals 1/2

Module II: Airport Terminal Management

•     Overview of Airport Terminal Management
•     Passenger Terminal Development
•     Terminal Management
•     Introduction to a Typical Hub Airport - Pursuit of Service Excellence
•     Terminal Operations and Best Practises
•     Airport Benchmarking and Its Importance
•     Example of Airport Benchmarking on Service, Product and Facility
•     Changi Airport: Quality Service Management - Building a Service Culture
•     Facilities Management (Internal)
•     Airport Landscaping
•     Crisis Communication Management and Set-up
•     Managing Airline Operators
•     Working with Government Agencies
•     Managing GHA and other Service Providers
•     Role of Airport Facilitation Committee/Airline Operators Committee
•     Strategies in Management
•     Site Visit: Terminal 3/Fault Management Centre/Terminal Management Centre

To fully benefit from the course, participants are encouraged to take Module I which covers foundational concepts before embarking on Module II. Enrolment for Module II is subject to meeting minimum class size.

WHO SHOULD ATTEND

Terminal duty supervisors or managers with at least six months of working experience, or airport personnel who need to learn how to deal with issues encountered in airport terminal operations.