o&i consultant experience: CHECK-IN

check-in process and layout design for bmi

Reengineered bmi’s Heathrow and Manchester airport check-in operations in order to improve customer service, reduce the impact of congestion on the check-in concourse, increase use of self-service check-in facilities and reduce the need to expedite for closing flights..

Methodology and Solution

An optimised common check-in operation that included new processes and layouts, staff roles and resource plans. The recommended check-in process, including a re-engineered queue structure and queue management techniques, were demonstrated in a live check-in operation. The process and principles behind the design are transferable to the airline’s other check-in operations.

Observed and measured bmi’s existing operations at target airports to identify the root cause of issues

Applied industrial engineering disciplines to redesign the concourse layout, end-to-end check-in process and certain check-in agent / hosting roles

Implementation of a production-based end-to-end check-in process that provided a controlled passenger flow with structured queue management.

Benefits

Significantly increased use of self-service

Reduced queue length, duration and congestion

Eliminated need to expedite

Reduced cost of check-in for bmi at LHR

For more information contact Neville Coss at nevillecoss@oandiconsulting.com