Case Study
PASSENGER EXPERIENCE CURRENT STATE ASSESSMENT
Project Overview
We supported a large European airport in assessing the quality of service provided at different points in the passenger journey.
Client Profile
Client
Anonymous
Business Type
20+ million passenger per year airport
Client Location
Europe
LAM LHA ADVISORY
- Analysis of the passenger journey, based on key stages, areas, and services
- On-site review of airport processes and operational data, as well as bottlenecks
- Recommendations for enhancing passenger experience, based on existing infrastructure constraints and the use of new technologies
Key Outcomes
- Mapping of pre-departure, transport, parking, curbside, check-in, bag-drop, security, border control, boarding, transit, arrival, baggage claim, PRM, health checks and level of maturity
- Recommended roadmap to enhance passenger flow with focus on contactless tools, self-service options and passenger segmentation
“The world’s leading airports are struggling to keep up with growth in passenger volumes post-COVID given limited infrastructure. Self-service and automated approaches are more relevant than ever. Proactive approaches and a well thought-through prioritization of resource-spend today will determine winners from the losers five years down the line.”
Anne Marie Pellerin
Managing Partner, LAM LHA
