A leading European air hub needed to grow if it was to remain one of the world’s top 10 airports, even though it was already operating at 98% capacity. Unfortunately, increasing the number of flights, the total operating hours or the physical space weren’t options.
Senior management determined that by increasing efficiencies and responsiveness the hub could expand beyond handling 75 million passengers a year and 1,300 daily flights. New capabilities would be needed: better customer flow and demand predictions, faster reactions to flight delays and improved resource allocation. Goals included increasing productivity, cutting costs and enhancing the passenger experience.