Sky priority is one of the most preferred privileges of the Flying Blue frequent flyer program of KLM, but it is also causes the most delay during the boarding process. This project focuses on reducing the boarding time by stimulating the premium passengers to enter the plane at the end of the boarding process and therefore reduce queuing inside the aircraft.
The concept of Luggage Place is a result of an extensive analysis of the boarding process at the gates. For this the behaviour of the premium passengers was observed and interviews were conducted to get a better understanding of this behaviour. The most important result of the analysis is the reason on why premium passengers want to board first. The two reasons are: when they board first, they are certain not to miss the plane and they will have an available overhead locker for their luggage. KLM is testing location based smartphone notifications. That will most likely solve the first problem in the future. The second reason is the subject of this project.
To enable a reservation service for the overhead lockers, a product had to be designed that could show other passengers that the locker is reserved. The difficulty in designing such a product are the strict requirements that need to met: it is paramount to prevent misunderstanding, it must be easy to implement in a plane and it may not increase the weight of the plane. The findings after investigating the habits of passengers and KLM itself, the ergonomics, and the possible cyber-physical-systems together enabled the design of Luggage Place. The solution is a barrier consisting of two parts that can be opened by hand and can be taken out by the flight attendant before take-off.
From all 30 students working on a project for KLM, this project was selected as number one. KLM bought my idea from the Delft University of Technology with the idea to include it in their frequent flyer program.
Design a product service combination
At the time of this project Schiphol was renovating. It changed the security-system at the gates to a central security-system for both the Schengen and international terminals. Security checks at the gate are no longer be necessary. This changes the experience of the passengers and it provides more room at the gates for creating new possibilities.
Because Schiphol is the primary hub for KLM Royal Dutch Airlines, the airline has the privilege to participate in deciding how to develop the airport. KLM regards this renovation as an opportunity to enhance the boarding experience.
© 2018 Olivier van Nieuwmegen