Point FWD has been active in the aviation security industry for over 10 years. During these years our colleagues have helped to create a smart, optimized and future-proof Aviation Security screening. However, recently we decided to expand our view to adjacent processes as well. We firmly believe that with our solutions and data-based thinking, we can assist airports in other aspects than solely the security process.
Stay Ahead of the Curve
Our key in our relation with clients is to help them to stay ahead of the curve. During interactive “Ahead of the Curve” sessions we leave our comfort zones and challenge ourselves to get a look at new angles – to think outside of the box. We are always striving to learn new things and stay curious, enriching our knowledge. With focus on understanding connections and relations, comparing processes and imagining the future of airport security, we select ideas that aim at a great vision.
Example of cross-process development
Figure 1: Example of Checkpoint Modelling tool re-imagined for the check-in process
Point FWD thrives on data-analysis, as data provides insights in your process and opportunities for improvement. Our Checkpoint Modelling Tool was developed by Point FWD to model the required capacity and flow of one or more security lane configurations. Using the modelling tool as a basis we re-imagined what the tool would look like when using it for measuring the capacity and flow of the adjacent processes. This really sparked our interest in further research on this topic.
Ahead of the curve outcomes
During our last innovation session we started expanding our vision and walked in the passenger’s footsteps to consider all the touch points during the passenger journey. And how can we use our experience and knowledge of the security process to optimize the adjacent processes.
Starting by considering the needs of the different stakeholders involved, we try to find the point of view with a 360 degrees perspective, identifying the challenges from all angles. The passenger must experience ownership of its journey. Our aim is to create a common understanding and clarity in the complexity of the journey and based on the passengers’ pace and desires; always striving for enhanced passenger experience – and loyalty, and more fluent passenger flows.
Three processes we took a look at: check in, boarding and reclaim processes.
Check-in
At check in the passenger journey starts: the passenger receives his boarding card, and the baggage is checked in. Online check-in is already a reality for many years, which eliminates much hassle for the passenger and the airline. Remote drop-off points, combined with baggage delivery service of the baggage is the next step. “Victory loves preparation” we say at Point FWD. By completing the full check-in procedure, including the baggage handling before even stepping foot in the terminal, the passenger has his hands free when going to the airport. This creates opportunities to spend time on more relaxing parts of the passenger journey.
Boarding
Guiding passengers to the departure gates is a challenge for many airports and airlines. Passenger could get real-time information on an app: about where they are, where their gate is, the distance to the gate and how much time they have available prior to gate-closing. Providing this information reduces stress on passengers. Furthermore, from an airport’s perspective it maximizes the time passengers can spend in the concession zones as people know exactly when they have to start to move towards their gate. This app can also be combined with information about the adjacent processes for a more holistic approach to the full passenger journey.
Reclaim
Way-finding is they key challenge of the reclaim process. On arrival, passengers’ first priority is to reclaim their baggage. Where to go and how to proceed to the reclaim belt? This final process in the passenger journey raises feelings of uncertainty and stress. Besides, being tired after travelling and eager to arrive at the destination are factors that contribute to the challenging process.
People crave location-based and -tracking information – we see that in many industries: from food delivery to taxi services to online shopping. What if passengers are able to track baggage from drop off to reclaim? Sounds good right? A baggage reclaim service app can provide for information in relation to way-finding, live-location of baggage, time estimation on baggage arrival and merchandise offers to ease the waiting time. Or use the baggage-delivery service if that suits you better.
The passenger journey knows many airport processes, from check-in to security to baggage reclaim and everything in between. And they all impact the passenger experience. Having insight on these different processes enable the opportunity to see the processes in perspective of each other and to strive for an enhanced passenger experience. Considering every step in the way defines the optimal passenger journey.
Let’s work on industry innovations together!
We would like to make you part of our new journey. Therefore, we invite you to be Ahead of the Curve together with our team. Please send in any idea that we could pick up together to innovate our industry from the angle of your expertise!