Passenger Experience Current State Assessment
Strategy & New Market
PROJECT OVERVIEW
LAM LHA supported a large European airport in assessing the service quality of the different steps in the passenger journey
- Project Features
- Analysis of the passenger journey based on key stages, areas and services
- Review of airport processes and operational data
- On-site review of processes and discussions with the Team
- Identification of key bottlenecks throughout the journey
- Assessment of successes and opportunities for each stage, area and services
- Recommendations for enhancing passenger experience based on existing infrastructure constraints and the use of new technologies
- Key Accomplishments
- Overview of existing processes and technologies used throughout the passenger journey: pre-departure, transport, parking, curbside, check-in, bag-drop, security, border control, boarding, transit, arrival, baggage claim, PRM, health checks
- Outline of performance based on the qualitive data collected throughout the project
- Provided possible solutions to enhance passenger flows, with a specific focus on contactless tools, self-service options and passenger segmentation
- Offered a framework for the implementation of more touchless and digital approaches over the next 6-24 month period
