This course provides delegates with expertise into the safe workings of an Airport Terminal activiites. Dealing with the techinical aspects of efficiently runing an Airport Terminal. This Diploma is designed to address the audience of prospective Airport and Ground Operations professionals. The variety of available courses gives the opportunity to identify the key areas required to be able to perform tasks safely and efficiently

Gain practical knowledge to manage key airport operations with high efficiency and safety. Understand and meet the operational requirements of main stakeholders: airlines, authorities, ground service providers, passengers, and freight forwarders. Airfield operations
Airside Safety
Airport Security
Ramp Handling
Passenger Handling

Formulate airport performance objectives and plan the activities used to achieve them
Manage your staff, resources, facilities and technology with a focus on attaining strategic goals
Align your marketing, financial management, and customer service activities to your strategic goals
Ensure sustainable quality and compliance across an airport’s business and operations, using quality as a key driver for change
Conduct ongoing evaluation and benchmarking exercises to measure the success of your strategic activities
Oversee expansion, funding and investor relations with a long-term focus

This course provides delegates with expertise into the safe workings of Airport Terminal activiites. Dealing with the Technical aspects of efficiently runing a Cargo Terminal. This Diploma is designed to address the audience of prospective Air Cargo professionals. The variety of the topics covered provides the opportunity to identify the key areas required to be able to perform tasks safely and efficiently. This highly interactive course provides a 360° management perspective from industry experts working at the most successful airlines and freight forwarders about the air cargo industry. You will review the cargo management system with an international perspective, focusing on the business, operations and regulatory fundamentals. Over five days delegates will explore how the air cargo industry is changing and how to identify opportunities to become more successful as a manager in the company.

The cargo industry and its stakeholders Marketing and sales for cargo Pricing and revenue management
Trends in technology IATA’s e-cargo initiatives Optimizing the use of the internet and intranet within your organization Operations and management Cargo trends and forecasts Business processes
Industry regulations and their impact

Improve competitive performance using practical management tools including revenue management and pricing
Identify customers’ changing needs to adjust business for immediate results
Maintain optimum levels of customer service without increasing costs
Analyze changes within the cargo industry and its stakeholders
Stay current with the latest business and technological trends

This course provides delegates with an indepth Management expertise into the safe workings of Airport Operational activities Dealing with the People, Process and Sytems that completes the requirements of efficiently runing an Airport Terminal. This Diploma is designed to address the audience of prospective Airport and Ground Operations professionals. The variety of available courses gives the opportunity to identify the key areas required to be able to perform tasks safely and efficiently

Formalize operational knowledge according to international standards. This Diploma is designed to address the audience of prospective Airport and Ground Operations professionals. The variety of available courses gives the opportunity to identify the key areas required to be able to perform tasks safely and efficiently. Global overview (ICAO, EASA and Department for Transport). Develop integrated management skills at main airport functions. Benefit from a selected combination of airport operations related courses

Development of aerodrome policy, standards and strategy specific to the incumbent airport. Overview Elements of airport master planning Managing the environment The future of airports Operations Airport as an operational system Airport emergencies Airport security Safety management system for airports Extreme weather operations Collaborative airport decision making Management Airside concessions Customer service Relations with airlines Training requirements Passenger facilitation

This course provides candidates with all aspects dealing with complete Customer journey from the time the customer is accepted up to the time the Customer reaches the aircraft seat. Skills to ensure a memorable customer experience at every customer touch point.
This intensive crash course in passenger services is designed to make you both, customer-focused and knowledgeable in the many roles you may fill as a front-line employee. Course topics include customer service best practices, conflict management and the development of other soft skills combined with a review of international passenger and baggage handling standards.

Customer service skills and principles Customer expectations and satisfaction Passenger service delivery model Listening and responding skills Cultural awareness Difficult customers and situations Dealing with complaints Conflict management Denied boarding Industry rules and guidelines Official Airline Guide (OAG) IATA manuals Minimal Connecting Time (MCT) Automated Baggage Rules Gate procedures E-ticketing Boarding and delays Endorsements Special customer handling Baggage services Carry on and checked baggage, allowances and charges World Tracer Dangerous items and general emergency procedures This course includes practical exercises and assessments: Situational exercises
Customer service case studies Final examination

Respond professionally to customer requests and complaints Maintain composure when dealing with difficult passengers, converting crisis situations into opportunities Manage irregular operations and execute strategies to get back on track quickly Use and endorse e-tickets Comply with passenger and baggage handling standards Transfer your knowledge to your colleagues and employees

This course provides candidates with all skills and knowledge required to support and assist the day of operations activities of the various Regulatory authority functions such as Border Control, Security Check and Customs.

Support and assist with all boarder control and security functions.
Guide Passenger to the right counters for checks.
Prepare passengers prior to security areas to minimize the number returns while passing through Security check points.

Independently handle prescreening line up of passenger Efficiently divert passengers to the ease waiting times and improve passenger convenience to the customer.
Ensure smooth transactions all the Airport Touch Point by ensuring these points are fully ready and prepared for customers.

As more and more airports are capacity constrained, this course provides candidates with the know-how of the efficient use of the airports’ resources during day of operation activities. Due to the growth of air traffic some airports are experiencing a discrepancy between available airport capacity and demand. This involves the allocation of constrained or limited airport capacity to airlines and other aircraft operators to ensure a viable airport and air transport operation whilst maximizing efficient use of airport infrastructure.
This course will help you learn how to allocate and coordinate airport slots by applying IATA’s Worldwide Slot Guidelines (WSG), the accepted global standard for the policies, principles, and procedures of airport slot management. Learn how to apply the standard communication procedures from IATA’s Standard Schedules Information Manual (SSIM) to messages between airlines and slot coordinators.

IATA Worldwide Slot Guidelines Principles of slot allocation Policy, demand and capacity Process of airport coordination Airport levels and their procedures International rules and regulations
Capacity constraints and the slot process Complaints and rights of appeal SSIM Chapter 6 Slot monitoring and coordination procedures Slot Historic List (SHL)

Allocate slots according to the requirements and procedures for either facilitated (level 2) airports or coordinated (level 3) airports Apply the standard procedures for communication between airlines and slot coordinators Maximize your slot portfolio management capabilities Apply slot procedures and understand the impact of international rules and regulations Execute slot messages in compliance with SSIM Chapter 6 Analyze capacity constraints and historic slot eligibility

Provides candidates with a holistic view of managing all airport resources to ensure that each and every touch point and teams at an airport are adequately resourced to deliver operational efficiencies. The key to effective planning is a combination of strong processes, strategic long-term analysis, and attention to daily realities. Develop your strategic business planning skills and prepare a road map for operating your airport business and measuring its progress.
This course will help you understand the principles of demand forecasting and the forecasting process, incorporating new standards from the Airport Design Reference Manual (ADRM version 10, 2014). Study ways to design and implement reliable ground access, airside facilities, passenger processes, as well as security and baggage systems.

Explore the principles of terminal design, manage capacity, and support your terminal operations through infrastructure design. Airport strategic planning Forecasting demand Planning ground access
Terminal capacity management Airside capacity, planning and management Capacity management using computer simulation Passenger terminal design and capacity management Concession planning Airport operations support and security systems Facilitation and security Passenger baggage systems

Develop a master plan that integrates the strategic objectives of your business Apply reliable forecasting to your business Understand both terminal and airside capacity management Provide reliable passenger processes and services at your airport

This course provides candidates with all aspects of dealing with complete Cargo aspects from the time the cargo is accepted  up to the time the cargo reaches the aircraft hold. Air cargo business leaders are facing an unprecedented and volatile environment, and the theories and models that guided decision making in the past no longer provide all the answers. The course gives in-depth exploration of the fundamentals of cargo airline business management strategy, skills, and development tools, and equips participants with critical competencies to succeed in an ever-changing global air cargo business environment.

Business strategy and planning principles, planning cycle, and monitoring tools Setting strategies and plans into action with a focus on goals and return on investment (ROI) Leading trends, innovation, and improvement processes Key elements for profitability and KPI structure Market and competitor research, analyses, and tracking Contribution method essentials, and benefits of optimization Leading an organization in challenging times Future marketing tools and advertisement channels Customer relationship management (CRM)

Understand the competitive forces that influence corporate success Identify which departments are critical and how they interact within an organization Develop crucial skills needed to lead cross-functional and multicultural teams Practice advanced strategic and managerial skills
Recognize the leadership needed to monitor and evaluate an organizations performance Know the value of firms and the strategies valued by shareholders Understand effective marketing strategies to exceed customers’ expectations Analyse the key elements of contribution management and KPI monitoring

Make your airports ‘greener’ by continuing on the path to sustainable aviation. Concentrate on the management of noise, local air quality, land use planning, water and waste management, biodiversity preservation, community relationship management, major risk prevention and Environment Management System (EMS) implementation.

Developing sustainiable airports. Appreciate Regulatory and institutional framework

Develop evaluation methods for proper environmental assessment Enhance airport contribution to industry efforts against global warming

Through practical planning exercises and real-life examples, this one-of-a-kind course reviews operational obstacles due to weather and the solutions to address them. Explore planning tools and procedures that will help your airport respond to rare disturbances. Learn how to prepare your resources, equipment and staff to establish a proactive culture across your operations and organization.

Understand how adverse weather conditions produce complications Build response and action plans that address the risks your airport faces Minimize the impact of disruption and quickly return to normal operations Strengthen cooperation between departments and operations to become more efficient in planning and response Improve the allocation of resources, equipment and staff Understand how adverse weather conditions produce complications Build response and action plans that address the risks your airport faces Minimize the impact of disruption and quickly return to normal operations
Strengthen cooperation between departments and operations to become more efficient in planning and response Improve the allocation of resources, equipment and staff

The impact of weather conditions and other sources of disruption Storms, heavy rain and floods
Extreme cold and heat Strong winds Low visibility situations Resource and operations planning
Developing a response plan and action plan Equipment, staff and special training Testing readiness Continuous improvement through self-assessment Returning to normal operations Communication and collaboration with third parties Stakeholders you should involve Communicating through the media
Airside operations Runway operations Ramp and passenger handling Current and future regulations

Learn the fixed wing aircraft marshaling and ramp hand signals based on the IATA Standards in the Airport Handling Manual (AHM) and IATA Ground Handling Manual (IGOM). In this 1-day course you will also learn the principles of ramp communications between the ground and cockpit crew. Participants will be able to perform fully their practical training with the use of RampVR™, the latest virtual reality training solution for ground operations.
RampVR™ is designed for ground operations professionals, and combines high-spec virtual reality hardware and software with IATA training. RampVR™ complements the theoretical knowledge with effective practical training in a very realistic environment, without disrupting active operations on the ramp. It allows you to generate a variety of scenarios on narrow body and wide body aircraft marshalling. It also simulates day and night operations as well as adverse weather conditions and includes pause and review “operations” so details can be checked or explained.

Introduction to standards Background to marshaling signals Movement signals Technical signals
Ground equipment signals Practical exercises on the ramp

Perform basic marshalling based on international standards Communicate with cockpit crew Promote safe operations at the ramp through efficient hand signal communications
Use hand signals to communicate in ramp emergency situations

The business aviation sector handles more than 31,000 aircraft worldwide (EBAA), and this important niche market requires a high level of service and customization from fixed-base operators. Learn best practices in commercial airline ground operations to build a profitable business model. Equip yourself to meet client expectations and deliver consistent service.

Business The FBO business concept FBO and common use facilities In-house or outsourcing? Operations Airport and ground operations Private aircraft characteristics GSE equipment characteristics
Standard services during turnaround Special services and catering Commercial and marketing
Marketing of FBO services The use of IATA Standard Ground Handling Agreement (SGHA) in business aviation Standard charge notes and the issue of damage liability Customer service concept in business aviation

Improve service offering through new services and business ideas Make better decisions about outsourcing services, leasing of equipment and front line staff management Analyze the operational and management requirements specific to business aviation for efficient operations Identify the differences between standard ground services and FBO activities Analyze the economic role of business aviation in the air transport industry

Safety compliance in airside safety operations is the key to avoiding costly incidents and damaging accidents. This course will demonstrate how to align with the latest regulations and best practices, providing detailed explanations on the role of airside safety in the Safety Management System (SMS)

Airport environment terminology and layouts Safety culture Employer and employee responsibilities
SMS (ICAO framework): introduction Human factors in airside operations Ramp safety procedures
Moving aircraft Aircraft fuelling, off load, and arrival check Personal protective equipment
Foreign Object Debris (FOD) prevention program Airside accident reporting Emergency situations

Apply fundamental procedures to protect the aircraft from damage and ground staff from harm
Eliminate or control potential hazards Identify and manage “human factors” with the greatest influence on airside safety Improve overall airside safety performance and operational efficiency

This course teaches the basics of operational aviation security (AVSEC), providing an overview of the latest security issues, threats, and technological developments. With a focus on ICAO and IATA documentation, gain tools to implement international security procedures within your organization.

International aviation security laws and legal obligations Current threats and risks to the aviation industry Control of access to airport security restricted areas Screening of passenger and cabin baggage Risk assessment and contingency planning Emerging technologies and equipment Command and control of response to major incidents

Learn the structure and roles of major aviation security organisations Evaluate threat and risk involved in security planning Execute security concepts and integrate them into an airport security plan

Participants should have prior knowledge of airport layouts, operations and facilities.

Basic theory of flight Aircraft weights Basic aircraft weight Aircraft operating weight Aircraft structural and limiting weights Theory of balance Balance theory applied to aircraft Load-sheet compilation Drop line trim chart and its function The manual load/trim sheet and the standard IATA EDP Load/trim sheet

Understand the basic principles of flight related to aircraft weight and balance Become familiar with terms used in the field Understand and identify the various weights used in the compilation of a load-sheet Construct indexes and understand their use Become familiar with the design of trim charts Review the standard IATA manual load-sheet and drop line trim chart and the IATA standard electronic data processed load-sheet

Control and supervise an airline station in a self-handled or outsourced environment.

The importance of Operational and Occupational Health and Safety training Managing risk and the components of Emergency Response Plans (ERPs) The use of SGHA contracts and Service Level Agreements
Operational standards in the IATA Airport Handling Manual (AHM) The latest trends in passenger/baggage handling and catering

Control and supervise an airline station in a self-handled or outsourced environment Use Ground Handling and Service Level Agreements (SLAs) to suit your Stations handling needs, reduce costs and provide quality service Prevent fraud by being knowledgeable about the current methods that fraudsters use to dilute airline revenues Implement a Safety and Security Station Management System according to industry standards and recommended practices Motivate staff and effectively monitor their performance Use and work with the latest edition of the IATA Airport Handling Manual (AHM) which is included in the course price.

The airport business model is undergoing a massive transformation as airports around the world are becoming privatized, self-financed entities. Today’s airports are expected to finance US$350B of infrastructure development, while keeping airport charges in check and keeping commercial activities profitable.
This course will teach you how to design and implement a development strategy for two key revenue generators, routes, and commercial management. Through exercises, you will learn how to determine the right mix of aeronautical and non-aeronautical services being offered to satisfy the customers, airlines and bottom line of any airport.

Airport business environment and economics Business and commercial marketing strategy Differentiation in route development Redefining the commercial consumer strategy Selecting the optimal commercial product mix Property management and other non-aeronautical revenue streams
Marketing intelligent investments Commercial management structure

Determine your airport’s position in the competitive airport landscape Design and implement an effective route development strategy Formulate a comprehensive commercial strategy to boost non-aeronautical revenue Find synergies between your aeronautical and non-aeronautical profit sources
Evaluate new and alternative revenue streams