Decreasing the amount of hand baggage

Passengers that bring too much and too large pieces of hand baggage cause costly delays, internal friction and, above all, a negative passenger experience. After internal and external research, the problem was deemed to be too complex to be solved without compromising KLM’s core value of customer intimacy. Gathering relevant factors on the...

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PASSME is a project funded by the European Union’s 2020 Horizon research and innovation program and it aims for fast airports and stress-free passenger journey. In order to achieve these goals, it has established ten work packages, each focusing on an element of the whole system. Work package 3 is concerning hand luggage and is managed by KLM...

Designing a seamless passenger journey: Picking up luggage from origin to destination and back

Royal Dutch Airlines (KLM) and the Technical University Delft, faculty Industrial Design Engineering (IDE) are working together on the Personalised Airport System for Seamless Mobility and Experience (PASSME) project.. There are two problems derived from the PASSME project. First, airport processes are not seamless, because passengers spend...

“The optimisation of KLM’s hand luggage checking process.” Improving the overall passenger experience and operational efficiency.

The design and implementation of an ‘easy-to-use’ and ‘passenger- and staff-friendly’ concept to check the dimensions and weight of passenger’s hand luggage at the airport. This concept will improve the seamless flow of the passenger at the airport. The concept will be used by KLM and other airlines stationed at Amsterdam Airport Schiphol.