SELF BAG DROP AND SELF BAG TAGGING

Overview

Heathrow set out to test a Self Bag Drop (SBD) unit and introduce Self Bag Tagging (SBT) in a live operational environment to determine the operational performance and passenger experience.  Results would then inform capacity studies and business cases and potentially an airport wide development programme.

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Approach

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• Governance, steering, stakeholder and project teams were established with clear objectives and responsibilities. 

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• KPI’s were established, and baseline performance was measured for the ‘as-is’ process.

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• A new two stage operating process was designed and documented.

• Initial modifications were made to SBD and SBT equipment to enable the new process.

• Operational trials were designed, and operational performance measured along with close observation to identify root-causes.

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• Changes made to passenger interface screens of SBD, and bag tag design.  An iterative process of test, measure, & change adopted.

Outcome

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• Self-bag tagging with the ‘new tag’ was 40% faster than with the existing bag tag, and fewer passengers required assistance.

• The self-bag drop process (stage 2) became 20% or 26 seconds faster than a traditional check-in desk.

• The trial results produced favourable outcomes in both capacity modelling and financial business case studies.

• Knowledge was transferred to the client and stakeholder team to help their understanding of KPI measures, and differences between transaction times versus cycle times etc.