Airport Operators
Reducing passenger queue times using robust Lean planning techniques
Reducing passenger queue times using robust Lean planning techniques
Reducing passenger queue times is a critical priority for airport operators aiming to enhance the passenger experience and operational efficiency. Develop Consulting was tasked with driving these improvements through a two-phase approach: first, by resetting planning and performance expectations, and second, by implementing targeted process enhancements to optimise daily performance. Our team worked collaboratively with airport staff to refine planning algorithms, improve communication and coach supervisors on optimising open lane usage—delivering measurable results in queue time reductions and passenger satisfaction.
Results
- Savings and revenue creation in excess of £250k for August
- 48% reduction in SLA queue breaches
- Reduced dwell time for passengers in security by 5 minutes across the whole day
- 7% increase of tray throughput across the day
- 50% reduction in lane count being under forecast
- Robust and visible performance measures demonstrating improvements
- Improved accuracy of demand vs capacity planning to allow roster amendments to be made in a timely manner
- ROI of 5:1
Observations
The UK’s fastest growing post-covid airport faced a challenging situation with increasing passenger numbers and a growing need for throughput through its central security search area. This situation was compounded by several factors, including the central search security company’s inability to meet budgeted headcount and having a significant number of inexperienced staff during peak passenger periods. Anticipated growth in summer passenger numbers further escalated the pressure.
Additionally, there was a heightened focus on eliminating long queues, resulting in a 7% increase in the tray throughput required by the SLA to drive continuous improvement. The airport was also under intense media scrutiny due to winning planning permission for future expansion, adding to the pressure.
Objectives
In response, our team was tasked with building upon our previously successful work to increase passenger throughput. This project involved two phases: first resetting planning and performance expectations, and secondly, enhancing daily performance through root- cause analysis and process improvements.
Actions
Resetting planning and performance expectations
Develop Consulting improved existing tools, refined input calculations, and established more effective communication channels. Weekly operations meetings with the security provider and the airport were used to analyse forecasted demand versus capacity for six weeks ahead, allowing for the resolution of potential risks. Rostering was adjusted to align with forecasted demand, and daily meetings with cross-functional stakeholders were intensified to review and improve daily performance. This instilled a continuous improvement mindset and promoted embedded improvements throughout the organisation.
Process improvement
We supported performance enhancements during all operating times, including the morning peak and afternoon wave. The supervisors and management teams received coaching to positively impact lane performance, increasing overall throughput. Accountability was heightened to enable swift decision making and address underperforming areas. We optimised the number of open lanes to facilitate team training, including huddle sessions. These huddles were structured to enhance two-way communication between supervisors and agents, resulting in higher quality events. Additionally, a clear timetable with a three-week outlook ensured consistent communication among team members.
