The challenge
Following baggage disruption events at Heathrow Airport, the airport company initiated an independent review, in conjunction with o&i consulting, of how the baggage recovery operation was handled.
Following this initial evaluation, the operator conducted a broader assessment of baggage resilience airport-wide, which led to significant changes to infrastructure and how baggage resilience was managed.
Our role
o&i consulting was asked by Heathrow to carry out an independent review of the airport’s baggage recovery operation, encompassing processes, facilities and resources, after a period of baggage operations disruption. An o&i consultant provided subject matter expertise, identified issues and made recommendations; his insight provided a large part of the overall ‘Baggage Recovery’ solution for the final report.
Following the report’s issue, o&i consulting remained involved in the development and implementation of recommendations. Our role included leading the development and implementation of a new “mass disruption” baggage track and trace solution, airport-wide roll-out of mobile baggage reflighting equipment and the development of baggage resilience operating plans for all terminals, including involvement in desktop rehearsals and trials. We also worked closely with British Airways, Arup and HAL to design a new baggage recovery facility for Terminal 5.
Throughout the project, o&i worked with a wide range of airport wide stakeholders, often having disparate views and requirements, to ensure solutions were robust and agreed by all parties. Stakeholders included airlines, the AOC, ground handlers, service providers and control authorities.
The outcome
As a result of this project, Heathrow had a robust set of baggage resilience plans in place, and was far better prepared to react to unplanned events.
Key learnings from the project were the importance of having a resilience plan in place that was practised and understood by all stakeholders.
With a view to continuous improvement, desktop rehearsals and trials were routinely conducted to further refine the processes and take on board learning from previous events.
