Context

The need to enhance the quality of the passenger experience at the airport led to the improvement of a wide range of processes, flows and operating practices with a view to improving punctuality, and “left-behind” luggage. The ultimate goal was an upgrade in the Airport’s positioning in the world ranking.

Approach

Forty-three initiatives across six different working areas were defined for the entire airport operation. These involved four stakeholders: The Airport Authority, the airlines, the ground handlers and the Immigration and Borders Service (SEF). A PMO was set up to monitor all of the initiatives and a governance model involving the four entities was implemented (this is the first time ever that these entities have joined forces to address mutual issues).

Results

Over a 12-month programme, significant institutional cooperation between the four entities was achieved at the highest level. Significant tangible results were achieved, as can be seen from the figures below:

• 43%

  year-on-year reduction in baggage left behind

• 28%

  increase in airline punctuality