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Personalised Airport Systems for Seamless Mobility
and Experience (PASSME), is aiming to cut travel
time in Europe by up to one hour and make the whole
airport experience less stressful and more enjoyable
for everyone. The PASSME team comprises 12
partners from aviation, transport, academia, design,
technology and communications, including KLM,
Amsterdam Airport Schiphol, Hamburg Airport, the
UK’s University of Nottingham and the Netherlands’
Delft University of Technology. The three-year project
is funded by the European Union’s 2020 programme.
“Making air travel as stress-free as possible for
passengers in the EU is one of PASSME’s main aims
and it requires a multi-disciplinary team in order to
cover all of the elements required to make it happen,”
according to the PASSME partners.
PASSME is looking at bottlenecks in the airport
experience, including luggage, security and mobility
for passengers with disabilities and young children,
boarding and overall passenger flow. It aims to
reduce door-to-door airport travel time in Europe by
60 minutes through improved luggage drop-off and
collection and reducing queues at key touchpoints
through the use of forecast systems. The project
aims to provide at least 80 percent of passengers
with real-time information on predicted demand for
airport services and improve the airport experience
for at least 70 percent of passengers through a highly
personalised, passenger-centric experience.
PASSME intends to achieve this through
integrating information between all aviation
stakeholders. PASSME partners will develop a
forecast system to accurately predict the progress
and flow of passengers through the airport terminal
— from check-in to boarding. The system will provide
real-time data, allowing airports to respond with a
service level that is based on passenger demand,
says the partners.
The project plans to develop a personal system,
including a smartphone application, which allows
information to be exchanged between the passenger
and the airport, allowing them to make informed
decisions. The system will track the passenger,
feeding this information into the forecast system.
The application will include key information such
as airport maps, routes to gates, estimated time of
arrival and social networking, all designed to improve
the passenger experience.
A major focus is the project is to reduce luggage-
related time in the passenger journey to zero. “This
may be achieved by picking up a passenger’s luggage
at home and delivering it to their destination instead
of dropping it off at the airport as the passenger does
now,” says PASSME.
Improving baggage processing is a focus of German
carrier Lufthansa’s recently launched baggage
initiatives. Lufthansa and partner RIMOWA launched
an electronic bag tag for Lufthansa passengers, which
the airline says is the first digital and fully integrated
mobility solution. The RIMOWA Electronic Tag allows
bags to be checked in from home or on the road with
the Lufthansa app. Using a digital boarding pass, a
passenger can submit data from their smartphone
via Bluetooth to their luggage equipped with the
RIMOWA tag. The luggage data will then immediately
appear on the data module integrated into the case.
Once at the airport, the passenger is required to drop
off the baggage at the drop-off desk.
Lufthansa has been testing the electronic tag with
customers since last year and started launching the
service in March. “It makes flying with luggage faster,
more comfortable and more secure,” says the airline.
The German carrier is also testing home-printed
baggage tags as part of a trial with the European
Commission. Passengers flying in the European
Union can print their baggage tag at home on
standard paper and place it in a transparent sleeve
attached to the case.
Lufthansa is also offering its passengers baggage
tracking through a link on their mobile boarding pass
in the Lufthansa app. Upon arrival at the destination
airport, the app informs the passenger of the
baggage carousel. If a passenger’s luggage hasn’t
made it on to the flight, the passenger is notified
and can complete a forwarding order via the app,
avoiding waiting time at the baggage carousel or
lost and found desk. From June, the service will be
upgraded with passengers also being informed of
the exact arrival of their case. Lufthansa is initially
offering the service in Frankfurt, Munich, Stuttgart
and Milan, with extension planned to other airports.
Information-sharing is key to improving passenger
and baggage processing, improving efficiency at
airports and delivering passengers a better experience.
Keeping the various stakeholders informed at all
stages of the passenger journey is at the heart of an
Airports Council International (ACI) initiative — Aviation
Community Recommended Information Services
(ACRIS) — which provides a standard to facilitate web-
based data exchanges among stakeholders.
Information-sharing is also a key element of the
IATA/ACI Smart Security initiative, which is bringing
stakeholders together to facilitate the development of
innovative solutions to shift today’s security screening
towards a more passenger friendly, sustainable and
efficient process. It focuses resources based on risk,
using advanced security screening technologies and
promoting innovations in process.
A number of airports have and are operating trials
of new technologies and processes under the Smart
Security project, including Amsterdam Schiphol,
Melbourne Airport, London Heathrow and Doha’s
Hamad International Airport. This year ACI and
IATA are sending dedicated teams to talk to airports
worldwide on how they can use Smart Security
concepts to improve the passenger experience and
operational efficiency following lessons learned from
Smart Security airport trials. ✈
“Making air travel as stress-free as
possible for passengers in the EU is
one of PASSME’s main aims and it
requires a multi-disciplinary team in
order to cover all of the elements
required to make it happen.”
Baggage is currently a bottleneck in the airport process.
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