COVID-19 Business Recovery: Airport Experience Management

Overview

Welcome to the Aviation Operations During COVID-19 Business Restart and Recovery Airport Experience Management course.

The COVID-19 outbreak and pandemic has required airport customer experience and customer service teams to rethink the meaning of customer care.

Experience management in an airport is a very complex business with a lot a people involved from different airport teams and other stakeholders, such as aircraft operators, retailers, governments and more.

To manage the customer experience, the airport operator has to also manage employee and stakeholder experience.

This course will examine the effects the COVID-19 pandemic may have had on the airport customer experience, and measures to take to create a new passenger experience in a post-COVID-19 environment.

Learning Objectives

On completion of this course you will be able to:

• Understand the impact the COVID-19 pandemic may have had on the passenger experience.
• Explain where to obtain data and information to support the design of a new passenger experience.
• Outline the steps and measures to take during the passenger experience redesign process.
• Describe the measures recommended to ensure the redesigned customer experience is fit for purpose.

Content

The Aviation Operations During COVID-19 Business Restart and Recovery Airport Customer Experience course includes the following topics:

• Welcome
• Introduction
• Passenger Experience
• Where to Start?
• New Set of Expectations, New Measures
• Actions

Assessment

This course includes an integrated online assessment. Candidates must successfully complete the assessment to receive a Certificate of Completion.