BBA (AO)

Airport Customer Service

Unit 1: Overview of
Aviation Industry
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Unit 2: Air Transport
System
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Unit 3: Airlines
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Unit 4: Airports
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Unit 5: Case Study

Unit 6: Airline Industry
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Unit 7: Airlines
Management
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Unit 8: Cargo Transport

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Unit 9: Airlines
Terminology
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Unit 10: Case Study

Unit 11: International
Civil Aviation
Organization (ICAO)
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Unit 12: Aviation
Organizations
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Unit 13: Airport

Services’ Users
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Unit 14: Airport Service

Marketing
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Unit 15: Case Study
Unit 16: Understanding
the Customer
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Unit 17: Impact of Front

Line Staff
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Unit 18: Customer
Service
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Unit 19: CRM in Services

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Unit 20: Case Study

Unit 21: Dealing with
Complaints
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Unit 22: Branding
Strategy for Customer
Service at Airports
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Unit 23: Airport

Shopping
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Unit 24: Airport Security

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Unit 25: Case Study

SEMESTER 2

Introduction

Role of Aviation Industry

Overview of Airports

Developments in Airport Sector

Airlines: Investors’ Perspective

Introduction
History of Air Transport
Components of Air Transport
System
Developments in Air Transport
Next Generation Air Transportation
System
Different Types of Air
Transportation
Introduction
Activities of Airlines
Operations of Airlines
Airline Meal

Introduction
Overview of Airport
Functions of Airport

Airport Terminals

Economic Input of Airport

Privatisation

Effect of Globalization

Introduction

Overview of Airline Industry

Scope of the Airline Industry

Airport Operations

Types of Airline Service

Passenger Travel

Introduction
Concept of Airlines Management

Challenges of Airline Management

Airline Planning and Operations

Introduction
Air Cargo

Cargo Handling Operations

Documentation and Control

Apron Cargo Handling

Introduction
Terms used in Airlines

Cabin Crew
Airline Announcements

Introduction
About ICAO
Safety
Security
Environmental Protection
Introduction
IATA (International Air Transport
Association)
Airports Council International (ACI)

CANSO
New ICAO/CANSO Agreement to
Deliver Improved Air Navigation
Safety

Introduction
Users of Airport Services
Airport Customer Service

Passengers

Introduction

Decision Variable
Indian Scenario
Marketing of Airport Services

Other Marketing Challenges

Introduction
What is a Customer?
The High Cost of Losing a Customer

Customer Expectations of Service

Customer-Driven Airline

Introduction
Behind the Front-Line
On the Front-Line

Introduction
Concept of Customer Service
Objectives of Customer Service
Benefits of Customer Service

Role of a Customer Service

Representative

Introduction
Customer Retention through
Relationship Marketing
Components of CRM

Steps of CRM
CRM Business Cycle
Airport Excellent Customer Service

Introduction
Just Cause for Complaint

Lack of Complaints: A Good Thing?

Why Do Customers Complain?

The Complaints System

Why do Airports need Customer

Complaints?
Introduction

Excellent Customer Service and

Branding Mean for Airports

Can more ‘Typical’ Airports Really

Establish a Unique Brand?
Role of Airport Standards in
Providing Excellent Customer
Service
How can Airports ‘Stay on brand’?

Introduction
Non-aviation Business
Rising Expectations for Shop
Owners
Airport Business Model

Introduction
History of Airport Security
Meaning of Airport Security

Airport Security in India

Security at Commercial Service

Airports

Future of Airport Security

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