Airport Best Practices: Airport Terminal Performance Management in the New Normal (COVID-19)

Aviation Management

Course Outline

With the impact of the COVID-19 pandemic on the aviation industry, it is critical for airport and airline operators to adapt to the new normal in ensuring a safe environment for air travel. This special edition Airport Terminal Performance Management programme is specifically designed to discuss essential adjustments to airport terminal management as airports and airlines restart operations around the world. This course provides you with competencies and knowledge to manage the airport terminal performance, airport stakeholders and improve passengers’ experience. It also delves into the various complexities and challenges of operating an airport terminal and introduces the best practices in airport terminal management in the new normal brought about by the COVID-19 pandemic and beyond. This course will be delivered via eLearning.

To be advised

5 days

S$2,400 / US$1,850

^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 insights to effectively manage the operations of an airport terminal amid the new normal of the COVID-19 pandemic
  • Gain a better understanding of the roles of key players in the industry and the importance of maintaining a strong collaborative relationship amongst the airport stakeholders
  • Learn to apply best practices and identify key areas for improvement in airport terminal management
  • Implement basic crisis management and communications

Who Should Attend

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

Learning Activities

  • Case studies
  • Online exercises



What Is Covered

  • Overview of airport terminal management
  • Passenger terminal development (managing internal stakeholders)
  • Terminal management (including impact/responses from COVID-19)
  • Singapore Changi Airport: Quality service management – Building a service culture during COVID-19 & its recovery
  • Managing airport terminal functions and airline operators
  • The path to aviation recovery: Airline fleet and network responses to the COVID-19 downturn
  • Managing the shift in airline business models
  • Airport security (Baggage), during COVID-19 & beyond
  • Crisis modes of airports during COVID-19 & its recovery
  • Crisis communications during and post COVID-19
  • Crisis management set-up during COVID-19
  • Identifying KPIs and setting standards: Building the SWOT framework (in the new normal)
  • The impacts of regulation and infrastructure constraints on airport capacity
  • Air cargo management (COVID-19 response and considerations)
  • Airport experience sharing in response to COVID-19 pandemic
  • COVID-19 pandemic & acceleration for smart airports
  • Post COVID-19 pandemic: Planning for a sustainable recovery for airports


  • 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 3 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%