MSc in Airport Customer Experience Management
Course Overview
The MSc in Airport Customer Experience Management is a 12 to 18 months full postgraduate route Master (MSc / MA) at the London School of Aviation & Airport Management (LSAAM) that takes a research-informed executive view of airport customer experience management. The programme sits inside the Airline Management & Services portfolio and is written against International Air Transport Association (IATA) and the Royal Aeronautical Society (RAeS) guidance, so learners work with the vocabulary, standards and reporting expectations used across UK and international aviation from the very first module. Teaching is delivered on-campus in London, fully online and through a distance-learning route, which means UK-based applicants, working aviation professionals and international students can all follow the same MSc in Airport Customer Experience Management outcomes at a pace that fits their schedule.
By the end of the MSc in Airport Customer Experience Management, students shape strategy, lead multi-site portfolios and contribute to sector-level thinking in airport customer experience management settings, communicate confidently with airline, airport and regulatory stakeholders, and are ready to move into executive, consultancy and policy roles or progress to the next stage of the LSAAM articulation route. Coursework is scaffolded around live case material from full-service carriers, low-cost carriers, London airports, ground handling providers and aviation consultancies, so every assignment on the MSc in Airport Customer Experience Management builds practical evidence you can use in interviews, assessment centres and internal promotion conversations.
Key Features
- Case studies from full-service carriers, low-cost carriers, charter operators and regional UK airlines
- Strategic exposure to CRM, loyalty, brand and complaint-recovery practice
- Delivery available on-campus in London, online and via distance learning
- Employer-facing career service with sessions on airline assessment centres and cabin crew recruitment
- Industry guest sessions from airline operations and customer experience professionals
- Curriculum shaped by International Air Transport Association (IATA) and Royal Aeronautical Society (RAeS) standards for airline commercial and passenger services
- Applied coverage of passenger experience, cabin service, revenue and airline commercial disciplines
What You Will Learn
- Lead service recovery programmes across airline and airport teams
- Coordinate CX with commercial, digital and operational leaders
- Deliver personalisation and loyalty programmes at scale
- Support inclusive design for reduced-mobility and vulnerable passengers
- Report CX performance to executive and regulator audiences
- Design and deliver consistent passenger experiences across every touchpoint
- Map the end-to-end journey from booking to arrival at the destination gate
- Handle complaints, service recovery and compensation cases within airline policy
Who This Course Is For
- Career changers moving into airline, airport or aviation-services work who need a structured study route
- International applicants seeking a London-recognised aviation study route with flexible delivery
- Existing airline, airport or ground handling staff formalising their experience into a recognised award
- Applicants planning to progress into higher LSAAM programmes in aviation and articulate into the next level
- Senior practitioners and career-progression candidates looking for a credible UK route into airport customer experience management
Career Pathways
- Cabin Crew Manager
- Airline Customer Experience Manager
- Airline Revenue Manager
- Airline Marketing Manager
- Airline Route Planner
- Airline Sales Manager
The LSAAM careers service supports every learner on the MSc in Airport Customer Experience Management with CV and LinkedIn reviews, structured interview preparation, assessment centre practice and introductions to UK airline groups, London airports, ground handling providers and international aviation employers relevant to airport customer experience management. Career coaches work with students on individual progression plans, help map airport customer experience management experience onto UK sector role titles and connect graduates with LSAAM alumni working across the airline, airport and aviation-services communities.
Entry Requirements
- A UK 2:2 (Lower Second Class) honours degree or overseas equivalent in any discipline
- Applicants without a first degree may be considered with 5+ years of senior airline or airport experience
- IELTS 6.5 overall (no band under 6.0) or equivalent English proficiency
- A 500-word research statement covering the applicant’s chosen area of aviation specialisation
- Two academic or professional references and a short interview
Why Study at LSAAM
LSAAM is the London School of Aviation & Airport Management, a specialist division of Harold International College of London focused on the operational, commercial and strategic disciplines that run modern airlines, airports and the wider aviation sector. Every LSAAM programme, including the MSc in Airport Customer Experience Management, is aligned with recognised UK and international aviation bodies such as Civil Aviation Authority (CAA) and the Association of British Travel Agents (ABTA), and each module is written to reflect the vocabulary and reporting expectations that UK aviation employers use in day-to-day operational, safety and commercial work.
Our airport customer experience management teaching is written by former airline operations managers, airport duty managers, ground handling leaders, aviation safety officers and commercial aviation professionals, and delivered across on-campus, online and distance-learning routes so working aviation professionals and international applicants can study the MSc in Airport Customer Experience Management without stepping away from their careers. The LSAAM articulation model means Certificate and Diploma routes lead cleanly into Advanced Diploma, Higher Diploma, honours degree and Master’s options, giving students a long-term study pathway into senior airline, airport and aviation-consultancy roles.
Apply for MSc in Airport Customer Experience Management
The MSc in Airport Customer Experience Management is open for applications on rolling intakes across on-campus, online and distance-learning routes, with instalment plans and scholarship support available for eligible applicants. Advance into executive aviation leadership with LSAAM with a programme that keeps airport customer experience management at the centre of every module, connects your study to real UK aviation practice, and prepares you to step into executive, consultancy and policy roles with a credible, industry-referenced qualification behind you. Speak to the LSAAM admissions team for entry advice, mode selection and articulation planning, or begin your application for the MSc in Airport Customer Experience Management directly today. Enrol Now.
