Introduction to Terminal Operations & Management

The course provides full-fledged learning by combining theory with practical exercises performed in a conducive, live airport environment. The purpose of this training is to enhance participants’ skills and knowledge of airport operations through exposure and demonstration of proven strategies, process efficiency schemes, systems and approaches.

There is a strong focus on Operations Management, Coordination & Guest Experience (Passenger Experience).

Learning content explores wide range of operational topics and factors influencing efficiency, service quality, standards and customer satisfaction levels, emphasizing on the importance of cross-departmental collaboration, communication and established service quality standards. 


Upon completion of the training the participants will be able to: 

  • Understand the most vital elements of a Passenger Terminal Complex, it`s interfaces & major processes.

  • Understand the significance of interfaces between the airfield and the rest of the airport, connecting the landside operations to airside operations.
  • Establish standards, KPIs and associated measures of customer experience at the airport
  • Explain principles of passenger flow and service touchpoints while highlighting the ways to tackle common complaints and service pitfalls.
  • Conduct quality checks and periodical audits of the passenger services and staff performance.
  • Efficiently coordinate daily tasks and processes with authorities, stakeholders, airlines and other airport entities by establishing robust communication channels, common procedures and shared reliance systems.
  • Improve incident reporting, rostering / shift planning and overall people management through application of effective management practices, training, incentives and performance monitoring techniques.
  • Ensure operational compliance with relevant international aviation regulations and state legislation.
  • Understand why the PTC is the main bearer of guest experience & how to manage, control and enhance it.
  • Learn about latest innovations and trends in terminal design and infrastructure, passenger services / experience and information technology based on real-life examples from Munich Airport (digitalisation & AI).


  • Overview of airport operations, including topography, layouts, interfaces between terminal and other important functionalities

  • Terminal and landside management
  • Ground transportation solutions and airport connectivity
  • Complete passenger journey
  • Customer satisfaction and passenger experience (ASQ and additional feedback mechanisms)
  • Guest Experience (Passenger Experience)
  • Passenger flows and queue management
  • Fundamentals of passenger services and quality standards
  • Signage and wayfinding
  • Passenger handling procedures
  • VIP/CIP services and lounges
  • Terminal maintenance, cleaning and waste management
  • Passenger information services (information desk and terminal information management)
  • Building cultural awareness and respect for diversity
  • Crisis Management / maintaining Business Continuity
  • Staff access control and flows
  • Lost and found process
  • Innovation, trends and strategies in Terminal Operations

Target group

The course is designed for both newcomers and experienced airport staff working in various operational functions, who seek to gain in-depth practical insights and relevant knowledge of terminal and landside operations, based on expertise and best practice implemented at one of Europe’s best airports. 

At a glance

  • Form of learning: Classroom training
  • Location:
  • Language: English


07-09 October 2024

Duration: 3 days (classroom & live)


2.490 € plus VAT / per person

Price includes attendance, food and beverages.


  • Munich Airport

  • Street
  • Zip code / City  


Team International Training

AirportAcademy - Munich Airport
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