CASE STUDY
Significantly lower wait times at security and increased passenger satisfaction: How London Luton Airport achieved an increase of 25% by planning in images rather than passengers.
London Luton Airport
18.2 mill. passengers (2019)
124 Destinations
London Luton Airport is an international airport located in Luton, Bedfordshire, England, situated 56 km north of Central London. The airport is owned by London Luton Airport Ltd (LLAL), a company wholly owned by Luton Borough Council, and operated by London Luton Airport Operations Ltd (LLAOL).
The airport handled more than 18 million passengers in 2019 to more than 120 destinations.Â
Introduction to the collaboration with London Luton Airport.
Taking Better Security to the next level – increased passenger satisfaction and significantly lowered wait times at security process at London Luton Airport.
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The Solution: Better Forecast and Better Security
London Luton Airport (LLA) engaged with Copenhagen Optimization (CopOpt) to improve the planning of the security checkpoint operation. This was done by implementation of the Better Forecast and Better Security solutions – part of Better Airport®. The implementation was done in 4 months and results significant as seen below. Three key success factors were driving the successful implementation:
- A dedicated and transformation-ready team at LLA made adoption of Better Forecast and Better Security swift.
- The deep airport operational knowledge forming the base of the solutions allows for inclusion of among other input parameters boarding card scans and x-ray images.
- Better Forecast and Better Security substituted existing solutions and significantly reduced the time spent on the planning process.
Outcome achieved:
The wait time at the security checkpoint reduced from an average of 12 minutes to an average of 9 minutes – a reduction of 25% when comparing 6 months prior to Better Security implementation and 6 months after Better Security implementation.
Passenger satisfaction with the security checkpoint process increased by 5%-points from 75% to 80%.
Final thoughts
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