ACI Online Learning Centre Diploma and Certificate Programs

Having researched airport planning and management courses available in previous posts, I decided to see what online options are available to airport planners and airport staff in general.

I have experienced online training recently in the following areas:
1.  US Airport Security badging process
2.  ACRP webinars
3.  Project Management Professional (PMP) certification process
4.  ANTN digicast Part 139 training and others

I find myself becoming an advocate of online training.  I still prefer face to face training because of the interaction between the instructor and myself, the interaction between course attendees and also the focused nature of whole day training without distractions of office and home.  However, there are distinct benefits of online training because it is substantially cheaper because there is no need to spend money on airline tickets and accommodation.  There is also the added benefit of being available at any time and any where.

Given that I am now outside the United States, I have started looking more carefully at non-US options given that US options tend to focus exclusively on the US Airport Industry and FAA Regulations rather than ICAO regulations.

The ACI Online Learning Centre (OLC) appears to be a good option.  (click here)  I have not had the opportunity to experience any of the courses but they appear to be the only game in town.  Their offices are in Australia and Canada so I expect that the training will be have an Australian and/or Canadian twist.

They offer 5 certificate programs:
1.  ACI Certificate in Airport Environmental Management 04 (Modules 1 to 7)
  - US$695, 14 to 20 hours
2.  ACI Certificate in Airside Operations (Modules 1 to 7)
  - US$695, 15 hours
3.  ACI Certificate in Concession Management (Modules 1 to 3)
  - US$395, 6 hours
4.  ACI Certificate in Project Management (9 modules)
  - US$950, 36 hours
5.  ACI Certificate in Terminal and Landside Operations (Module 1 to 6) (release date early 2013)
  - US$695 (regular) 625.50 (early bird,before 31 Dec 12),  15 hours

They also offer a diploma program:
1.  ACI Operations Diploma Program
  - US$1795 (regular), 1615.50 (early bird, before 31 Dec 12), 45 hours
The Diploma course is essentially 3 of the certificate courses:  Airside Operations, Terminal and Landside Operations (release date Q1 2013), Airport Business Operations (release date Q2 2013). 

None of the courses deal explicitly with Airport Planning but if you are looking for general airport information, the ACI operations diploma program looks like a good place to start learning about airports. ACI Global Training also offers 2 Airport Master Planning Courses, a 5 day option and a 3 day option.  (click here)

ACI OLC also offer other courses in Airport Safety and other areas which can be found in their course catalogue.  Click here.

Please check the ACI OLC course catalogue for the latest information and prices.

What is the Airport Service Quality (ASQ) Survey?

How do you know that an airport operator is doing a good job in terms of customer satisfaction? How does your airport compare with another airport? Has your airport improved from last year? These are just some of the questions that airport managers ask. Performance benchmarking is helpful to answer these questions. In my view, the ASQ Survey program is currently the best program available to airport managers.

5 facts about the Airport Service Quality (ASQ) Survey

1. The ASQ Survey Program is an intiative of the Airport Councils International (ACI)to help airports deliver better customer service. There are over 130 airports around the world that are participating in this program. A precursor to this was the AETRA survey. In my view, this is the most comprehensive and extensively used survey in the airport industry currently. The ASQ Survey is the four core programs of the ASQ Initiative which also includes ASQ Performance, ASQ Assured and ASQ Management.

2. At each participating airport, a statistically significant number of passengers are surveyed each quarter. The survey method is by questionnaire where departing passengers in the gate areas are asked to fill in the survey. The surveys are administered quarterly by an independent external party not connected to the airport.

3. The survey consists of about 30 questions which are the same world wide. The survey is grouped into categories and the questions are on a 5 point scale with 5 being the best. Examples of the questions include ambience of the airport, friendliness of airport staff, cleanliness of restrooms.

4. The results are complied and issued quarterly to all the airports on the program. These results provide year on year comparisons and also compares each airport with the other airports in the program. The reports identifies areas that each airport is strong and weak in compared to the average score. This allows each airport to make operational and capital decisions in order to drive service quality improvement at the airport.

5. Top 5 airports in the world in 2009 - Seoul Incheon International Airport, Singapore Changi Airport, Hong Kong International Airport, Beijing Capital International Airport, and Hyderabad Rajiv Ghandi International Airport

Top Airport (By region)
George, South Africa (Africa); Seoul Incheon, South Korea (Asia-Pacific); Keflavik, Iceland (Europe); Cancun, Mexico (Latin America-Caribbean); Tel Aviv, Israel (Middle East) and Austin, USA (North America).

Top Airport (By traffic size categories)
Halifax, Canada (under 5 million), Hyderabad, India (5-15 million), Baltimore/Washington, USA (15-25 million), Seoul Incheon, South Korea (25-40 million) and Hong Kong, China (over 40 million).

If you would like to read more about ASQ, please explore these links.

- Airport Service Quality website (click here)
- ASQ results news release for best airports in 2009 (click here)