Airport and ground operations processes involve several well defined activities that need to be completed on a timely basis for specific objectives to be achieved. In cases where such activities cannot be completed on time, certain decisions are required. Such decisions may result in a change in priorities or the activation of an alternative course of action. Most decisions can impact several of the partners concerned with the process and therefore the decisions should be made collaboratively. In practice this collaboration is often missing with the result that the decisions made adversely affect one or more partner and hence the overall operation.

In this course you will learn how to apply the techniques of collaborative decision making (CDM) in the context of airports (A-CDM) and ground operations, and how to unleash the power of shared information so that the impact of decisions on the work of the partners’ operations becomes visible. Learn how to build trust among partners to ensure the willingness to both share information and use the shared information, resulting in better informed decisions and increase the efficiency of airports and the on-time-performance of ground operations.

Under the Chicago Convention, ICAO has been mandated with the gathering of aviation statistics from contracting States since 1947. This data is used to derive trend level indicators to support the sustainable development of civil aviation activities, concentrating on safety, efficiency and environmental protection.

IATA gather aviation statistics directly from airlines,supporting various airline industry initiatives while monitoring the industry's performance in terms of traffic, employment, financial results, environmental protection and safety.

Statistical data are compiled by airlines, airports and civil aviation authorities applying international standards. Aviation statistics are widely used throughout the industry, ranging from monitoring global industry performance, to detailed network planning and competitor benchmarking.

Understand the difference between the data gathered by different international organizations such as ICAO, IATA and ACI, and be able to leverage this global knowledge to give your organization a competitive edge.

Understand aircraft de-icing standards and procedures as required by regulators, airlines, de-icing service providers and airport authorities.

This course prepares you to identify potential issues with removing immobilized or disabled aircraft in a timely manner. Course content is based on the Aircraft Recovery Task Force (ARTF) Part One and meets the training requirements set by ICAO for disabled aircraft operations.

During the last two decades airports have changed from government run terminals to multinational businesses with complex operational environments. Learn how to strategize marketing opportunities and competitive threats, and achieve goals by using performance management systems.

Keep your aerodrome facilities up-to-standard, meeting the latest certification requirements.

Gain detailed knowledge on aerodrome operator obligations in order to assess your facility’s level of compliance. Learn how to recommend structural changes and improve day-to-day operations.

Drive a culture of excellence around customer service and communication.

This course covers the principles of customer service from the perspective of passengers, airlines and airport businesses. Learn how to manage different categories of customers and service consumers, and how you can meet their respective needs within your organization.

Plan and expand airports with the help of IATA best practices and the latest Airport Development Reference Manual (ADRM version 10, 2014).

Airports need to have the infrastructure in place to provide efficient operations in line with safety and security, allow aircraft to operate efficiently, minimize inconvenience for passengers, and provide fast and reliable baggage systems. As air traffic continues to grow, airports need to ensure that each system is flexible enough to accommodate future requirements.

Learn how to develop your airport using a step-by-step sequence that takes into consideration key elements such as passenger traffic, geographical data, and the positioning of facilities. Identify political and financial issues in airport planning and evaluate capacity constraints and developments.

Severe weather conditions cause several million dollars of damage each year due to disruption and delays. Preparation is key to minimizing the impact on your operations.

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.

Over the next decade airports need to expand and diversify their business in order to keep up with the increasing demand for air travel, and financing this development can be challenging.

Improve your understanding of the air transportation system, and analyze current financial industry trends and how they impact your airport. Examine the importance of implementing strong management control systems and learn how to successfully forecast your business. Evaluate the benefits of efficient customer service and how it relates to a successful pricing strategy.

Airports operate in a highly competitive environment, and are increasingly generating revenue through ancillary services. Using the latest marketing methods, this course provides tools to maximize profit within your catchment area by attracting retailers and service providers. Learn to customize your marketing campaigns to bring in new airlines and a higher flight frequency.

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.

Essential training for airside and landside operations managers.

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.

Join the 615 Airport professionals from 77 countries who have upgraded their skills with this training since 2010.

Starting a career or wishing to expand your knowledge in airports? Get the essential knowledge you need to succeed.

Starting a career or wishing to expand your knowledge in airports? Get the essential knowledge you need to succeed.

This training program combines IATA's Airport Operations course with Harvard ManageMentor (HMM), a state-of-the-art, media-rich training platform furnished by Harvard Business School faculty, global business leaders and practitioners in the field of leadership development.

Improve your overall understanding of the required actions and complexities involved in the transfer of airport operations or ownership from government entities to private sector investors and operators.

During this 3-day course you will learn about seller and buyer activities involved in the privatization process, including long term concessions, leasing agreements and the sale of shares. You will be able to identify business opportunities by understanding which elements are attractive to potential investors, the most appropriate financial models, risk analysis, bid management and offer delivery.

The airport business model is undergoing a massive transformation as airports around the world are becoming privatized, self-financed entities. Today’s airports must aggressively develop their profit centers in order to finance their infrastructure development – at an estimated cost of US$350 billion over the next decade - without affecting profitability.

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.

Join the 393 Airport professionals from 77 countries who have upgraded their skills with this training since 2010.

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.

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.

Join the 602 Ground Operations professionals from 77 countries who have upgraded their skills with this training since 2010.

Included with this course: Amadeus Altéa Departure Control - Customer Management (Altéa DC-CM) e-Learning.

Upon completion of the Passenger Ground Services course you will be granted free access to an e-Learning course on the Departure Control System (DCS), Amadeus Altéa. This e-Learning includes lessons on the acceptance of passengers and baggage, seating, boarding and handling disruptions. It can be completed at your convenience and leads to an electronic certificate of completion.

See the Amadeus e-Learning technical requirements.

Due to the growth of air traffic some airports are experiencing a discrepancy between available airport capacity and demand. Coordination involves the allocation of constrained or limited airport capacity to airlines and other aircraft operators to ensure a viable airport and air transport operation. Coordination is also a process to maximize the 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.

Strategic planning and decision-making: a big picture approach for a big business. Airport managers have the challenging job of ensuring safe, efficient operation in a complex and growing business. This course uses intensive training and exercises to help you identify your airport’s business challenges and address them at the individual, team and unit levels.

Learn key strategic management techniques that will help you keep your operations in line with your strategy and deliver sustainable results. Learn about airport management through this interactive course, providing you with in-depth theory of airport management, which is practically applied in a two-day simulation exercise. Key aspects of airport management will include airport strategy, the balance between capacity and demand, options for airport growth, optimal operational models, appropriate airport charges, market development, and potential for non-aeronautical revenues.

You will be required to analyze the impact of your new airport management skills using a business dashboard, demonstrating your actions to realize positive financial returns on an increase in air traffic growth (above GDP), through revenues, expenses and investments. As a member of the management team in the business simulation exercise, you are responsible for both short-term revenues, including commercial initiatives related to market developments, and the long-term strategy that may include capacity expansion during your virtual 10 year tenure.

IATA has teamed up with Lockheed Martin to use their BEONTRA Scenario Planning software to create traffic forecast scenarios, capacity scenarios and estimate aviation and non-aviation revenues, as well as cost scenarios.

BEONTRA Scenario Planning is dedicated to answering ’what-if‘ scenarios through fast scenario building times and high scenario scalability, thus enabling fast and accurate modelling. BEONTRA Scenario Planning bridges the gap between Excel spreadsheets and simulation.

Over 40 international airports use BEONTRA Scenario Planning to run highly detailed analyses focusing on:

• flight schedule based, highly accurate passenger traffic forecasts,
• passenger arrivals at different nodes (filters) in the passenger process (arrival, departure, transfer),
• capacity constraints (number of counters, lanes, gates etc. as well as areas)
• over time horizons from 1 day to several years (operational, tactical and strategic planning horizons).

All modules of the BEONTRA Scenario Planning Suite are based on state-of-the art web application technology (accessible via the web browser and internet/ intranet connection).

At Lockheed Martin, our aviation heritage is unmatched; and our focus on innovation, research and development is key in developing more efficient and effective airport operations into the future. Over the past decade, BEONTRA has developed an integrated corporate scenario planning software suite for airports (BEONTRA Scenario Planning), which enables companies to create traffic forecast scenarios, capacity scenarios and estimate aviation and non-aviation revenues as well as cost scenarios.

Join the 323 Airport professionals from 77 countries who have upgraded their skills with this training since 2010.

Explore the principles of terminal design, manage capacity, and support your terminal operations through infrastructure design.

Make your airport ‘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.

Baggage mishandling costs the air transport industry around US$2.9 billion annually. Correct baggage handling not only reduces costs but also contributes to facilitation and passenger comfort.

Learn to recognize baggage handling problems at the source and enhance your service efficiency by incorporating improved processes, infrastructure, and service management in your organization. Analyze the various airline service models and how to apply them to check-in, ramp and baggage claim procedures.

This interactive, flexible, and effective way of learning will teach you how to implement best practices in airside safety. There are many simultaneous activities that are carried out on the airside and each requires a level of awareness of safety and security. Learn about the airport environment, airside safety and security, traffic rules, aircraft danger zones, fire prevention and in the event of an incident, know the procedures to follow in fire action and how to administer first aid.

Explore the role of human factors in security screening.

Discover the most recent screening methods and how they can enhance your current operations. Learn to detect suspicious signs and behavior before even making contact with a passenger, increasing efficiency and reducing waiting time.

Understand Emissions Trading System (ETS) in the European Union. Learn about cap and trade, carbon trading mechanisms, and carbon markets dynamics and strategies.

Air cargo is an important income generating opportunity for an airport. This condensed three day course will provide you with the knowledge you need to start building and developing your cargo business network. Learn how to invigorate your marketing campaigns and craft fresh ideas to attract new cargo business to your airport. Through discussions, practical examples and exercises, gain insight into the factors that drive the air cargo business and learn new practices for leveraging them.

This four-day course will provide you with a comprehensive understanding of cargo operations at an airport. Improve your understanding of various components of cargo operations, and how these components interact with each other in daily cargo operations.

Estudie la importancia de los factores humanos en el control de seguridad.

Descubra los métodos de control más recientes y aprenda a sacarles provecho para optimizar sus operaciones. Aprenda a detectar los indicios y comportamientos sospechosos antes incluso de entrar en contacto con un pasajero. Así, podrá aumentar la eficiencia de sus operaciones y reducir el tiempo de espera.

Are your local staff and representatives prepared to speak to the media at a time of crisis?

Learn how to handle media response in an emergency situation from its onset, before the corporate media response team takes over. Gain communication skills to provide adequate and structured information to the media, while avoiding common errors that lead to confusion and negative attention.

In the event of an accident, an airline is required to carry out a significant number of tasks simultaneously at several locations, placing an enormous strain on its resources. Understand your airline’s responsibilities in the case of an accident and how to effectively allocate resources when dealing with the aftermath. Gain the skills to correctly address the needs and concerns of accident victims and their families. Learn how to successfully handle media challenges to protect your airline’s reputation and business.

Oficialice sus conocimientos en operaciones y prácticas tanto aéreas como terrestres.

Pre-employment background checks are the first, and possibly most important, step in making sure your employees do not risk the integrity of your business.

Based on recommendations from the ICAO Universal Security Audit Program and the IATA Security Manual, this course helps you develop an employee background vetting program that fits the context of your company. A full-day implementation workshop guides you through the selection and implementation of proven vetting procedures, while also letting you practice a range of candidate evaluation techniques.

The Emergency Response Plan (ERP) is an invaluable tool for all airport stakeholders, providing clear direction for action and exposing pain points that could aggravate a real response.

This course helps you to develop a response plan that brings together aircraft operators, airport authorities, ground service providers and state emergency response agencies.

Join the 460 Ground Operations professionals from 77 countries who have upgraded their skills with this training since 2010.

The ability to develop persuasive arguments, structure proposals and effectively negotiate have a major impact on personal and organizational success. This course will prepare you for each phase of the negotiation process, with techniques, tactics and behaviors regarding when to negotiate and how to achieve successful, win-win results for both parties. You will learn and practice the strategies and skills that will help you become a successful negotiator.

Global passenger traffic is expected to increase by 5.8% annually for the next five years, creating an unprecedented need to reconcile security procedures with passenger flow.

In alignment with IATA’s Passenger Facilitation Program, this course focuses on the crucial areas of airport access control, security regulations, and terminal and perimeter security with the aim to provide a secure, seamless and efficient “end-to-end” passenger experience.

Estudiar las normas y reglamentaciones internacionales con el objetivo de garantizar la conformidad con los requisitos de las certificaciones de los aeropuertos. 

Mejore sus conocimientos sobre las problemáticas de seguridad, las amenazas y los desarrollos tecnológicos más recientes.

This practical course gives you the expertise to implement a successful Safety Management System (SMS) in your airline with the latest tools and processes.

Gain the skills to implement a phased and manageable workload that will allow you to comply with regulatory requirements. Learn how to take a proactive approach to risk management and promote an ongoing safety culture within your organization.

A successful SMS reduces the rate and cost of accidents and incidents, improves communication and productivity, and helps your airport meet its legal responsibility to manage safety.

Learn how to implement an efficient SMS at your airport and promote a safety culture within your organization. Understand the relevance of risk management in relation to SMS and learn how to evaluate, prioritize and mitigate risk. Analyze the impact human factors have on safety and develop your skills in detecting, controlling and preventing errors in an airport environment.

Ensure your compliance with industry-wide security audit requirements.

Learn the essential airline and airport security audit requirements in ICAO Annex 17 in this advanced-level course. Become proficient in a wide range of industry standards, with in-depth reviews of international and national security programs. Gain the skills to conduct compliant audits and quality control across multiple security segments.

Evaluate the capabilities and limitations of your technology and team against the IATA-ACI Security and Egress Project criteria to increase efficiency in your screening operations.

This course provides you with the latest assessment techniques for identifying weaknesses in your operations. Develop your staff by implementing stringent recruitment processes and recurrent training programs. Improve the use of your screening technology with the most current information on industry threats, new technologies and x-ray screening techniques.

Learn the essentials of IATA’s SeMS initiative and how it can make your organization IOSA compliant.

This course provides a structured approach to security process implementation in accordance with IATA Operational Safety Audit (IOSA) requirements. In daily classroom exercises, begin building a performance-based SeMS that produces measurable and auditable results.

Do you have the skills you need to react swiftly in a crisis?

This course helps you to address security vulnerabilities in your organization and handle the aftermath of a crisis. Improve your understanding of risk management and understand how to prepare a risk assessment of your organization by correctly assessing and quantifying threat. Learn how to minimize risk by reviewing current threats to the aviation industry.

When the unexpected does happen, it is important to be prepared. Explore the causal factors that lead to a crisis and gain the skills you need to respond quickly and effectively. Equip your facility and staff by developing a crisis plan, gathering an emergency response team, and preparing a crisis center. Improve your communication skills when faced with external parties, such as the media.

Certify your staff for airport baggage, cargo, and mail facility screening according to European Commission regulations.

This course provides a solid foundation for new recruits to complement on-the-job training. Using our continuously updated simulation system, participants can practice their x-ray screening and threat detection skills in the safety of the classroom. Course materials comply with EC 185/2010 and EC 300/2008 and are taught by experienced IATA instructors.

Descubra los enfoques comunes de los requisitos y los procedimientos en el campo de la seguridad en la aviación.

Debido al crecimiento del tráfico aéreo, la discrepancia entre la demanda de la capacidad aeroportuaria y la asignación de capacidad ha crecido de manera significativa. La creciente demanda de franjas horarias (slots), se está convirtiendo en una preocupación importante para los aeropuertos que no tienen la capacidad de sostener este crecimiento.

Este curso le ayudará a aprender cómo asignar y coordinar Slots mediante la aplicación de las Directrices Mundiales de Slots (WSG), el estándar global aceptado para políticas, principios y procesos de gestión de Slots. Aprenda cómo aplicar los procedimientos de comunicación estándar del Manual Informativo de Programas Estándar de IATA (SSIM, Standard Schedule Information Manual), a los mensajes entre compañías aéreas y coordinadores de Slot.

Un SMS performant réduit le taux et le coût des accidents et des incidents, améliore la communication et la productivité et aide votre aéroport à endosser ses responsabilités légales en matière de gestion de la sécurité.

Apprenez comment mettre en œuvre un SMS performant dans votre aéroport et promouvoir une culture de la sécurité au sein de votre organisation. Identifiez l'importance de la gestion des risques en lien avec les SMS et apprenez comment évaluer, classer par ordre de priorité et réduire les risques. Analysez l'impact des facteurs humains sur la sécurité et développez vos compétences pour détecter, contrôler et prévenir les erreurs dans l'environnement d'un aéroport.

Airports interact with a wide range of customers and it is important to have the correct processes in place to ensure a positive customer experience. During this course learn how you can improve organizational effectiveness in an airport environment by progressively changing attitudes, practices and structures. Gain the skills you need to promote a quality culture throughout your organization, and understand the benefits of providing a sustainable quality and cost profile of customer services.

Enhance your skills as a Unit Load Device (ULD) instructor with the latest teaching methods. Develop teaching objectives specific to ULD build-up and handling by reviewing flight accidents, and understand the function of regulatory regimes in flight safety.

Ensure that you are up-to-date with the latest standards, guidelines and best practices with this hands-on course, which focuses on both training and ULD operations and management. Over 5 days you will boost your skills, and identify and address your needs as an instructor by testing and developing your classroom skills. With the help of performance objectives, learn how to design lesson plans and instructional aids, and gain practical experience by preparing and presenting short lessons during the course.

Unruly passengers are a continuing concern for air carriers. Though incidents are rare, an unruly passenger can pose a real threat to the safety of staff and other travelers and, in extreme cases, cause an airline costly penalties and delays.

Whether you work in the air or on the ground, handling an unruly passenger is a delicate task. This course provides practical, methodical training to help you deal with incidents objectively and with confidence. You will learn how to identify and calm unruly behavior in its early stages, and have multiple opportunities to develop your skills with role-play exercises carried out throughout the course.

你是否想在机场就职或希望扩展自己在机场领域的知识？收获你所需的关键知识，迈向成功。