Airport baggage drop-off

Making self-service work for airlines and for airline passengers

Amsterdam Airport Schiphol is faced with limited terminal space and increasing passenger numbers. An automated full self-service baggage check-in could allow the airport to increase check-in capacity through faster processing time and with a smaller footprint in comparison to conventional check-in. A new system developed by BagDrop BV could just be the ticket. But how does the passenger come into the equation? What are their needs and concerns during the check-in process? How can these best be addressed? To what extent will they be able to cope with automation? And what are the implications for the intended roll-out of the BagDrop system?

How to make future passengers feel capable and competent in the drop-off process?

Reframing Studio developed a long term vision commissioned by the KLM on the baggage check-in process from the perspective of the passenger. They revealed five ‘modes of transit’; five different states of mind in which passengers travel. They illustrated how the needs of these five ‘modes of transit’ can be met with a single, customizable machine and by the way departure hall is laid out. By addressing each of the five modes with specific features, passengers in these modes will feel capable and competent in the drop-off process. And passengers who feel capable and competent will not only experience increased passenger satisfaction levels but will also be more a  effective and efficient part of  the drop-off process as a whole.  The long term vision and concept developed by Reframing Studio currently guide the way the BagDrop system is implemented in the check-in process.

Project kick-off: 
April 2008
Project delivered: 
February 2009
Service Design
Project size: 
Airport Services
Project developers: 
Matthijs van Dijk
Rick Porcelijn
Roald Hoope
Service design
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