Ground Operations

QMS Basic

Airport Helper Course

A/C Handling Supervisor Course

Human Factor

Interpersonal Skills & Complaint Management System

SMS Basic

QMS Basic

Who should attend All staff
Required foreknowledge None
Module duration Initial Recurrent Renewal
Theoretical lectures 2 hours - -
Validity N/A
Optimum number of attendees 20
Evaluation N/A
Passing mark N/A
Topics to be covered
  • - QMS General requirements
  • - QMS Documentation requirements
  • - QMS Control of documents
  • - QMS Control of records
  • - Management responsibility
  • - Resource Management
  • - Product realization
  • - Measurement, analysis and improvement
  • - Quality control

Airport Helper Course

Who should attend All staff
Required foreknowledge None
Module duration Initial Recurrent Renewal
Theoretical lectures 2 hours - -
Validity N/A
Optimum number of attendees 40
Evaluation N/A
Passing mark N/A
Topics to be covered
  • - Introduction of “Airport Helper” concept
  • - Why should we help
  • - Customer Loyalty and Satisfaction
  • - Passenger Journey Description
  • - Discover or rediscover the Airport
  • - Signage
  • - How to become “Airport Helper
  • - Now you are “Airport Helper”

Human Factor

Who should attend All staff
Required foreknowledge None
Module duration Initial Recurrent Renewal
Theoretical lectures 2 hours - -
Validity N/A
Optimum number of attendees 40
Evaluation N/A
Passing mark N/A
Topics to be covered
  • - Safety culture and organizational factors
  • - Human error—error principles, event investigation, and case studies
  • - Human performance and limitations, to include ergonomics
  • - Environmental considerations
  • - Procedures, information, tools, and task sign-off practices
  • - Planning for tasks, equipment, and spares
  • - Communication
  • - Teamwork
  • - Professionalism and integrity
  • - Shift and task turnover

Interpersonal Skills & Complaint Management System

Who should attend Personnel who are in direct contact with customers
Required foreknowledge
Module duration Initial Recurrent Renewal
Theoretical and practical exercises 2 hours - -
Validity N/A
Optimum number of attendees 20
Evaluation N/A
Passing mark N/A
Topics to be covered
  • - Prevention of complaints
  • - Working ethics
  • - Diversity
  • - Communication
  • - Body language
  • - Listening skills
  • - Determination
  • - Team work
  • - Customer satisfaction
  • - Satisfaction about services
  • - Loyalty customers
  • - Dealing with passive aggressive behavior
  • - Skills for problem solutions
  • - Ways of complaining
  • - Dealing with complains
  • - Resolving complaints

SMS Basic

Who should attend All airport staff
Required foreknowledge None
Module duration Initial Recurrent Renewal
Theoretical lectures 2 hours - -
Validity N/A
Optimum number of attendees 40
Evaluation Exam
Passing mark 80%
Topics to be covered
  • - Safety and security
  • - SMS Concept
  • - SMS Pillars
  • - Hazards and risks
  • - Handling of the reported occurrences
  • - Risk and mitigation
  • - Responsibilities
  • - SMS information and communication