CASE STUDY
Munich Airport
47.9 mill. passengers (2019)
203 Destinations
In brief
Improving the check-in passenger experience at Munich Airport.
The Solution:
An important conclusion from the study is that MUC, as the airport operator, should take a holistic view of
the check-in process. This is done by influencing airlines to improve their check-in counter profiles to
better match the arrival of passengers.
Additionally, MUC will allocate check-in counters and queue area independently. Through this, use of
queue area will be improved, less queues will be stretching into the flow area as well as passenger wait
times will be reduced.
The Challenge:
Munich Airport (MUC) engaged with Copenhagen Optimization (CopOpt) with the aim of improving the
passenger experience at check-in for Terminal 1. Terminal 1 has almost 80 airlines operating with the
largest airline having less than 20 flights a day. This makes check-in allocation and stakeholder
management challenging – especially when it comes to reaping the benefits of self-service baggage drop.
The Outcome:
Queue management – taking advantage of queue area in front of unallocated counters – can
reduce up to 64% of queues stretching into the flow area.
Building the base for fact-based performance evaluation.
Demonstrated how operational data can be applied to produce accurate input parameters.
Outlined how the airport operator should take a larger, more holistic view to the passenger
experience in check-in to support improvement.
We look forward to hearing from you
We know that investing in and implementing new airport technology can result in a lot of questions. We will happily guide you through the process and answer all your questions.
To see if there is a fit, we offer an obligation free demo of our Better Airport software for you to experience it.
