Improving the wayfinding to the commercial services at Schiphol: Supporting passengers to explore the surroundings of the airport autonomously

This thesis has the goal to improve the commercial wayfinding at Schiphol. Commercial wayfinding entails tertiary wayfinding activities, which are not related to the travel process (shopping, eating/drinking, relaxing), whereas functional wayfinding gives information about passenger activities related to the airport process. Individuals can find...

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...

All passengers satisfied and on time: Supported by an integrated and up to date Information and Wayfinding system

Schiphol has the ambition to become Europe’s preferred airport within five years. Due to the increasing competitive climate, it becomes progressively important for airports to enhance passenger satisfaction. Schiphol wants to do this by differentiating from its competitors through excellent service and customer satisfaction. Information and...

Modern Dutch Heroes, A concept and strategy for a Dutch innovation platform at Schiphol airport

This report describes a strategy and concept aimed at bringing the best of new Dutch innovation to the passenger at Schiphol Airport. This is achieved by bringing crowdfunding to the physical world. Passengers will be able to see new ideas and innovations in a small exhibition, be able to touch and try them and can instantly help out by funding...

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...

Arrivals 2020: A vision and concept for the KLM arrival process at Schiphol in 2020

Arrivals is for many airports and airlines quite an underdeveloped area compared to the other processes during a passenger’s journey at the airport. This also counts for in the current arrival process of KLM passengers at Schiphol Airport. Therefore the aim of this project was to develop a vision for arrivals in 2020, design concepts and create...

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...

The Schiphol Experience: Building a seamless travel experience through Information and Interaction

In an increasingly competitive climate, it has become more and more important for airports to look at ways to improve the passenger experience. This is especially applicable for Amsterdam Airport Schiphol, since it has the explicit ambition to become Europe’s preferred airport for passengers. In line with this reasoning, this study looked at how...

Innovation of the Schiphol Departure Hall Based on the Passenger Experience

Amsterdam Airport Schiphol (AAS) is the fifth largest airport in Europe. For all passengers departing from AAS, part of their journey takes place in the Schiphol departure hall. The assignment for this graduation project is the design of a new concept for Schiphol Departures 1 for 2020, based on the passenger‘s experience, leading to a higher...