Synopsis of Heathrow Airport's Rapid Passenger Baggage Drop-Off Solution
- Situation: In 2003, Heathrow Airport in conjunction with its ownership group—the British Airport Authority (BAA)—introduced an extensive redesign/rebuild/refurbishment program aimed at significantly improving customer-service standards. The program was incentive-based, with the airport committed to meeting set performance targets by certain dates.
- Issue: The program called for passenger security queue processing times < than 5 minutes per passenger in 95% of instances.
- Requirement: Self-service kiosk technology throughout the airport, including the Air Canada passenger area.
- Brock Solutions’ Role: Brock worked with Heathrow and Air Canada to implement a Self-Service Rapid Passenger Baggage Drop-Off Solution proven effective in earlier deployments in Canadian airports.
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Main Technology Components: SmartDrop Self-Service Rapid Passenger Baggage Drop-Off Solution, Windows 2003 Server Standard Edition, SQL Server 2005 Standard Edition system database, real-time communication applications that collect and distribute data using Baggage Source Messages (IATA Recommended Practice 1745), TCP/IP over Ethernet. SmartDrop solution interfaces to the Airline Host System and the Baggage Reconciliation System.
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