Fall Back Tag Solution Development for Heathrow

Our role

o&i consulting provided project, process and stakeholder management support to design and deliver the implementation of an operational resilience solution using fall back tags (contingency bag tags) in Heathrow’s Terminal 5. The use of the implemented solution will significantly reduce the number of misconnecting bags during certain disruption scenarios.


o&i expertise and key responsibilities included:

  • Developing the concept of how the solution would work in Terminal 5 (previously thought not to be feasible in such a large, common check-in based operation)
  • Establishing and leading a cross departmental and multi-organisation stakeholder working group to agree processes and responsibilities
  • Designing equipment to support the contingency operation
  • Managing proving and validation trials to test in-system and operational processes and providing stakeholder familiarisation
  • Documenting and obtaining full stakeholder sign-off of operating protocol


Project Key Facts

Title: Fall Back Tag Solution Development for Heathrow

Client: Heathrow

Theme: Baggage