The Design of a Future Apron for the New A-Pier

The aviation industry is known for its rapid growth, and fierce competitiveness. To keep up to the competition, Amsterdam Airport Schiphol (AAS) needs to extend its infrastructure, resulting in the development of the new A-Pier. The development of the new A-Pier provides an opportunity to KLM to implement improvements in apron design. Safety is...

“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.

JAY: Kitting as optimization tool of aircraft maintenance

Kitting as (LEAN) method in handling and supplying material and tools is not used in the aircraft maintenance process of KLM. That was one of the researchers first findings when starting this study for KLM Royal Dutch airlines. Kitting is the gathering of components and parts needed for the manufacture of a particular assembly or product....

Redesigning KLM's services regarding Passengers with Reduced Mobility

PRMs, Passengers with Reduced Mobility are becoming a larger part of KLMs customers. European airlines are by law obliged to offer every passenger the chance to fly, European airports are by law obliged to offer PRMs a hassle free journey, which means in the case of PRMs they offer an assistance service. There are many different kind of mobility...

Departures 2020: A vision and concept for the Non-Schengen passenger ground process of KLM at Schiphol Airport using biometrics.

With the rise of self-services at airports, time has come to take the next step in optimizing KLM’s passenger ground process at Amsterdam Schiphol Airport (AAS). In the current non-Schengen departure process at Schiphol the various touch points that a passenger encounters in the process do not communicate with each other and there is no...

Improving KLM Customer Ground Handling's Competitive Market Position

The national pride of the Netherlands in the aviation industry, KLM Royal Dutch Airlines, is not only an airline but also a ground handler at Schiphol airport. After landing at Schiphol, the Ground Services (GS) and Customer Ground Handling (CGH) departments of KLM will provide all services that are needed to make sure an aircraft can take off...

A mobile solution for inexperienced passengers of KLM to manage their travel process

Despite a large contribution of KLM offering many information channels and services at Amsterdan Airport Schiphol (AAS), travelling often remains a frustrating and unpleasant experience for passengers. Information is targeted to a mass of people, and is not directed to individual passengers. The sheer amount of available information within these...

Solving KLM's hand luggage problem

Problem Hand luggage has become increasingly popular over checked baggage. As a result, one in five of KLM’s flights has a hand luggage surplus, where the amount of hand luggage that appears at the gate exceeds the limited stowage capacity of the airplane. The only way to deal with a hand luggage surplus is by gate checking: stowing hand luggage...

KLM Transfer 2023

Approximately 70% of KLM passengers transfer via KLM’s main hub AAS. It is obvious that KLM’s transfer product is extremely important as alternative transfer airports are improving rapidly. KLM is losing ground to the competition. Therefore this report is made is order to investigate KLM’s transfer product and how KLM can jump ahead of the...

KLM Crown lounge 2020

The KLM Crown lounge is an airline lounge offered to the premium passengers (PAX) of KLM and partners. The current lounge is a one-size-fits all concept fulfilling the basic needs (basic food and beverages assortment, Wifi and comfortable seating) of PAX. Overall lounge rating is declining while the competition has invested recently in their...

Boarding 2016

Design of a boarding vision, process and implementation roadmap for KLM at Schiphol airport, after implementation of central security non-Schengen.

Now Boarding for 2025: Groups in Control

This master thesis considers the queuing issues at the KLM Departures area at Amsterdam Schiphol airport in order to improve passenger comfort and journey efficiency. The Author puts forward that not resource capacity, but rather passenger flow area use can often be considered the cause of queue forming and over-crowding. Also, that in...

Back Injuries among KLM Pilots: An analysis and redesign of the cockpit seat

Analysis of the absenteeism among KLM pilots showed that much more KLM pilots (5,8%) are reporting absenteeism due to back problems than the average KLM employees (4,4%). Besides, KLM Operations receives yearly a lot of complaints concerning the comfort of the cockpit seats. Since the absenteeism of pilots due to back problems cost KLM yearly a...