Nudging passenger behaviour: Applying behavioural design interventions for smooth processes and experiences at Schiphol Airport’s A-terminal

To reach the ambition of becoming Europe’s Preferred Airport, Schiphol has set targets for the satisfaction rating of various aspects within the passenger journey. However, some of these aspects are scoring below target. One of these aspects that weighs heavy on the overall assessment is the (process of) baggage reclaim. Aside from the actual...

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 Application of Passenger Transport Systems at Schiphol Airport to reduce Walking Distances

Passengers of Schiphol Airport encounter very long walking distances inside the terminal. Besides the obvious disadvantage, Schiphol exceeds international standards for walking distances at airports. Incorporated in Masterplan 2025, a design for an expansion of the terminal with a new processor and 4 new piers, Schiphol wants to incorporate a...