T5+ Programme Process Improvement Support

The challenge

Heathrow’s Terminal 5 (T5) currently processes more than 32 million passengers per year.  The business intends to significantly increase the capacity of T5 while maintaining or improving customer service. Wherever possible, this capacity increase will be achieved through process improvement, and where that is not feasible, through a combination of process optimisation and infrastructure change. o&i consulting has been working with the T5+ Programme since 2018 to help identify viable process solutions to realise additional capacity and minimise capital expenditure.


Our role

Initially, o&i consulting worked with the client and other stakeholders to develop a complete understanding of the existing T5 departure, transfer and arrival processes, identifying current capacity and constraints.

Since then, o&i consulting has supported the T5+ capacity team in identifying process improvement opportunities in all key processing areas. Our team has conducted process measurement and analysis, and designed and managed operational trials in areas such as check-in (self-service bag drop), passenger security search, off pier and inter-terminal coaching, passenger boarding, immigration and baggage reclaim.

The outputs from this work have helped the client make informed decisions about where and how much additional infrastructure is required to deliver additional capacity, in many instances reducing the amount of additional capital expenditure needed.

o&i consulting continues to provide process support to the programme.


o&i expertise

  • Process definition, mapping and measurement
  • Process reengineering and layout design
  • Operational trial design, set up and management
  • Data analysis and modelling
  • Stakeholder engagement and management
  • Reporting


Project Key Facts

Title: T5+ Programme Process Improvement Support

Client: Heathrow

Theme: Airport Operations