Stockholm Arlanda Airport
25.6 mill. passengers (2019)
Swedavia, the operator of 10 Swedish airports, engaged with Copenhagen Optimization (CopOpt) to improve the passenger experience at check-in at Arlanda airport before summer 2016.
In the summer 2015, Arlanda struggled with flow gridlocks and significant queuing. The aim of engaging with Copenhagen Optimization was to support the Arlanda team in successfully making 2016 a better experience.
The project span over 4 months and included monthly workshops with the Arlanda team with representatives from the passenger, baggage, and capacity management teams. Copenhagen Optimization was leading the project and conducted in-depth analysis using a sophisticated check-in model including flows, queues, counters, and baggage constraints.
The outcome of the project was several initiatives which were implemented by the Arlanda team leading to
a significant increase in the passenger experience at Arlanda in summer 2016. Queue management was
implemented and the Arlanda airport team took over responsibility of all check-in area queue setups. As a result, airlines and handlers positively acknowledged the more active role the Arlanda team was playing in the check-in area.
Decreased peak in counter demand by 3 counters despite an 8.5% increase in the passenger peak.
Queue management led to an estimated reduction in no. of passengers waiting in flow areas by approx. 200
passengers – a 35.5% reduction – while reducing queues stretching into the queue area by 16%.
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