Streamlining Ground Handling Processes

There was a general perception within the airlines and airport management that ground handling processes were not meeting required performance standards and customer expectations.
The project was initiated by the carrier, but was launched as a joint effort with the handling agent and the airport operator.

Our Approach:

• Chart the stakeholders, focusing on sub processes and the dynamics between those processes;
• Map the end-to-end processes from a customer perspective (passenger and cargo agent);
• Involve stakeholders (airport, immigration control, customs, parking concessionaire);
• Investigate possible process improvements, implement quick-wins and prioritize mid-term projects;
• Assess process capacity within the confinement of existing infrastructure;
• Simulate improvements where possible and advise on improved channeling