Development of a Framework and Service Design for Off-Terminal Check-In and Baggage Drop-off Services for Amsterdam Airport Schiphol

Problem description Schiphol is experiencing a growth in the amount of passengers travelling via the airport. In 2011, 50,9 million passenger made use of Schiphol airport. In 2025 this is expected to be 70 million passengers. This will become a terminal capacity problem for Schiphol. Not only in the long term capacity problems exist, but already in peak hours the full capacity demand cannot be delivered. At the same time Schiphol research has indicated, that departing passengers want to be relieved from stress and baggage hassle in an early phase of their journey towards Schiphol. Combining both the need for terminal capacity pressure relief and the need for an increased quality of the passengers ground travel process to Schiphol, Schiphol has chosen to research the possibilities for implementing remote check-in (CI) and baggage drop-off (BD) processes at off-terminal locations. Therefore the objective of this research is: To develop a framework, that can decide on remote check-in & baggage drop-off location suitability and can state location design choices that have to be made, in order to make a remote check-in & baggage drop-off location service design, from which an estimation of potential quality increase and potential terminal capacity relief can be extracted. Furthermore, the service design should satisfy security legislation, be financially feasible and should take future developments into account. Approach An extensive literature study has been done on remote CI and BD, in order to formulate 4 success criteria. These criteria are derived from theory and practical experiences. Recent and past literature on remote CI and BD, literature on transportation services and customer needs, and literature on check in and baggage drop-off functionality are combined with documented practical Schiphol remote CI and BD experiences. These success criteria with associated requirements were then used to develop the framework. This framework consists of three parts. The first part estimates location feasibility according to five steps, the second part states location design choices that are needed for the service design and from the third part a functional process design is used for detailed remote CI and BD service design. Then this framework is applied to 4 potential remote CI and BD services. From the application of the framework a detailed location design is extracted. Success criteria four criteria for the success of remote CI and BD design are stated. Passenger usage, airline industry cooperation and support, check-in and baggage drop-off functionality and availability of space. Passenger usage is related to the quality of use, the quantity of use and the service cost. The airline industry cooperation and support is related to requirements several stakeholders have, before participating in a remote CI and BD service. CI and BD functionality is related to all the functional requirements that must be fulfilled to facilitate CI and BD . Finally, the availability of space is related to the crucial types of space that are needed for a remote CI and BD service. Conclusion With the application of the framework, it became clear that the WestCord Fashion Hotel is the most feasible location for remote CI and BD, if common use can be applied. The main reason for this is, that the estimated quality gain, due to the lack of a direct public transportation connection to the airport is expected to be large. Due to this large quality gain, passengers are more likely to be willing to pay for the service. And if passengers are more willing to pay for the service, the chance of a closing business case is largest. A closing business case is needed for the participation of all relevant stakeholders needed for setting-up a remote CI and BD service. The train service was estimated to not have a sufficiently large budget for a remote CI and BD service. A service for all potential long term parkers at P3 is found unfeasible, due to the lack of the estimated passenger’s unwillingness to pay for the service. This is caused by the insufficient quality increase that is expected. The Home pick-up service can be feasible only if mobile CI and BD devices can be connected to an airlines Departure Control System and passenger and baggage transport are offered to the passenger.

Subject

Schiphol
remote check-in
remote baggage drop-off
airport

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