Airport Best Practices: Airport Terminal Operations and Performance Management

Aviation Management

Course Outline

This course provides you with the competencies to manage airport terminal operations and crisis management during abnormal operations. It provides an overview of the complexities and challenges that impact airport stakeholders (airlines, service providers, passengers and airport authorities), introduce practical knowledge, best practices to manage them and highlight key drivers of a hub airport’s operations and ways to increase competitive advantages. This course will also examine the outlook of airport operations in the post-COVID-19 world. This course will be delivered via eLearning.

To be advised

2 weeks

S$3,300 / US$2,550

^Fees are being reviewed and subject to change. Participants will be notified of the actual course fees when they are issued the Letter of Acceptance.

What You Will Learn

Upon completion of this course, you will be able to:

  • Gain practical knowledge to manage the various challenges faced by airport stakeholders
  • Gain insights and learn to apply best practices to solve issues faced by airport stakeholders 
  • Appreciate the passenger terminal planning concepts, areas and functions
  • Understand the standard operating procedures in managing an efficient airport
  • Identify the key drivers of customer satisfaction, and key areas for improvement in airport terminal operations and management
  • Implement basic crisis management and communications

Who Should Attend

This course is beneficial to terminal duty supervisors or managers, airport personnel involved in airport terminal operations from civil aviation administrations, airport authorities, airlines, airport service providers and organisations.

Assessment And/Or Certification

A Certificate of Completion will be awarded by SAA to those who have successfully completed the course and passed the assessment(s).

Learning Activities

  • Case studies
  • Group discussions and exercises



What Is Covered

Module I: Airport Terminal Operations

  • Overview of terminal operations
  • The aviation eco-system and the changing landscape – in Singapore and global perspectives
  • Managing airport service providers
  • Landside activities
  • Overview of airport security
  • Standard operating procedures
  • The passengers’ experience
  • Low-cost carriers’ operation
  • Terminal Facilities Management
  • Passenger terminal planning – concepts, areas and functions
  • Fire protection for airport buildings
  • Flight information management systems/Information technology facilities
  • Terminal areas and functions
  • Baggage handling systems
  • Airport performance and feedback systems
  • Dangerous goods operations
  • Baggage security and handling

Module II: Airport Terminal Performance Management

  • Overview of airport terminal management
  • Passenger terminal development
  • Terminal management
  • Safety management
  • Singapore Changi Airport: Quality service management – Building a service culture
  • Airport-Collaborative Decision Making (A-CDM)
  • Identify key performance indicators (KPIs) and setting standards
  • Air cargo management
  • Impacts of regulations and infrastructure constraints on airport capacity
  • Airline business models and managing airline operators
  • Crisis management and communications
  • Post COVID-19 – managing new challenges and sharing from an airline’s perspectives
  • Terminal operations and best practices


Live virtual classroom via Zoom 5.0 [1500 hrs – 1900 hrs (SGT/GMT+8)]

Details on how to access the online course and dedicated access link will be provided to participants who have been accepted for the course. 

All Singaporeans aged 25 and above, may apply for this course under the SkillsFuture Credit scheme. For more information, please refer to


  • SAA Alumni - 10% discount
  • Group Discount - Enjoy a group discount for three or more participants registered for the same course run at the same time from the same organisation and billing source: 
    • Three to six : 10%
    • Seven to nine : 15%
    • Ten or more : 20%