Self-service and automation for increasing capacity, flow and satisfaction

Billund Airport is an international airport located in the western part of Denmark. The airport has a mix of various airlines — legacy, low-cost, charter and regional airlines. The size of the airport passenger-wise (2018 figures: 3,506,209) segmented into many different passenger categories calls for a very flexible setup in order to support the airlines’ different requirements. One of the basic principles to protect an efficient and streamlined flow is to constantly analyse passenger behaviour and map potentials gaps. This paper will introduce the reader as to how the airport has solved the challenge of having many different processes gathered — and still keeping the passenger experience in mind. The use of automation for the passenger flow is in force: • WEB check-in • KIOSK check-in • Self-service bag drop • Self-service scanning at the entrance to the security area • Self-service boarding • Self-service KIOSK at Arrival Service The buzz word is ‘common use environment’, and the reader will be invited behind the scene and learn — not only why common use environment is essential — but also how the airport has succeeded in having this strategy and what initiatives they have taken in order to support the strategy. Billund Airport has also introduced automation on the ramp side — optimising the processes for baggage handling while also protecting the working environment via the use of power stow and a bulk baggage handling system. Throughout the paper, the different processes are well described, and statistics and photographs illustrate and underline the aim of the content — namely ‘Self-service and automation for increasing capacity, flow and satisfaction’.