1) The document discusses objectives for WP3 of the PASSME project, which aims to reduce the effect of luggage handling on passenger journey times to zero and improve the passenger experience. 2) It focuses on different types of luggage including hold luggage, hand luggage, tax free luggage, and odd-size luggage. 3) The luggage journey is mapped out from home to departure airport through boarding and from deplaning to final destination, noting passenger waiting times, processes, and uncertainties at each stage.

1. WP3 Charlotte van Eijsden (KLM) & Katinka Bergema (TUD)
PASSME CoP, Amsterdam, 16/03/2017
Passenger independent system for luggage
Grant number: 636308

2. WP3 Objectives
To reduce the effect of the handling of luggage to zero with respect
to the throughput time of the passenger.
So no extra time, nor delays caused by the handling of all types of luggage. We take as
proxy of the time saved: 30 minutes of the total journey time, which encompasses 50 %
of the PASSME overall goal.
To improve the experience of the passenger through the ease of use
and reduction of hassle.
The passenger should feel save regarding the luggage (all types).
2 | WP 3 | Baggage

3. Hold luggage Hand luggage Tax free luggage Odd-size luggage
Focus on different kinds of luggage
4 | WP 3 | Baggage

4. Luggage journey
1
PASSENGER
WAITINGOR
PROCESS
TIMEPASSENGEREXPERIENCE
HOME -> DEPARTURE AIRPORT
LOOKING FOR
AND BOOKING OF
A FLIGHT
ONLINE
CHECK-IN
PLAN AND
PACK
TRANSPORT TO
AIRPORT
SEARCH
CHECK-IN
PASSENGER
WAITINGOR
PROCESS
TIMEPASSENGEREXPERIENCE
2 ARRIVAL AT AIRPORT -> TERMINAL
ARRIVAL AT
AIRPORT
WAYFINDING SECURITYBAG DROPSELF SERVICE
CHECK-IN
PASSPORT
CONTROL (IF
APPLICABLE)
2 ARRIVAL AT AIRPORT -> TERMINAL
Airport
Seamless
journey
3 TERMINAL
RELAXING
LOUNGE
HOSPITALITY RETAIL GOING TO
THE GATE
You have to
walk 8 minutes,
so hurry up!
4 BOARDING -> DEPARTURE
WAITING AT
THE GATE
SCANNING
BOARDING
PASSES
EXTRA
CARRY-ON
LUGGAGE
TAKE-IN
ENTERING
PLANE
AIR JOURNEY
5 DEBOARDING PLANE -> DESTINATION
DEBOARDING THE
PLANE
IMMIGRATION
CHECK
RECLAIM
LUGGAGE
CUSTOMS TRANSPORT TO
DESTINATION
ARRIVAL
AT FINAL
DESTINATION
uncertainty: I am
not entirely aware
of specific
requirements of
items for hold
luggage, I actually
find them rather
complex
uncertainty: as a
transfer passenger,
I have to become
familiar with - and
adhere to - the
different luggage
policies of my
chosen airlines
7m36s (average
waiting time):
staffed check-in
2m14s (average
process time):
staffed check-in
4m41s (average
waiting time): Self
Service Drop Off
1m30s (average
process time): Self
Service Drop Off
information
supply: my airline
provides me with an
option to pay for
(additional) hold
luggage
information
supply: during
check-in I am
reminded of
applicable hold
luggage policy
uncertainty: what
items and materials
am I allowed to
take in my hold
luggage?
fear: I truly wish to
adherence to my
airlines' luggage
policy, since I want
to avoid additional
payment at airport
fear: I wish to
bring an odd-size
luggage, will the
airline I fly with
accept this? And
how much will it
cost?
uncertainty: I am
not sure about the
weather at my
destination, what
items should I
pack?
inconvenience: I
have to transport
and guard my hold
luggage from home
to the airport
fear: in public
transport, my hold
luggage is not
always in sight and
I fear it might get
stolen
inconvenience:
how do I transport
my odd-size
luggage to the
airport?
inconvenience: I
need to take my
hold luggage out of
transportation
method & transport
it to hold luggage
drop off
uncertainty: how
is the odd-size
luggage process
designed at my
departure airport?
information
supply: I hope the
wayfinding in the
airport is clear,
otherwise I
experience
additional
inconvenience of
transporting my
hold luggage
inconvenience: I
need to transport
and guard my hold
luggage during the
self service check-in
inconvenience: I
truly dislike waiting
queues at the bag
drop
inconvenience:
how does the bag
drop process work,
am I able to
effectively use the
drop off machine?
uncertainty:
during bag drop, I
might be confronted
with non-adherence
to luggage policy
and have to pay an
additional fee
uncertainty: will
my luggage be on
board of my plane?
uncertainty: at
which bagage belt
will my bagage
arrive?
uncertainty: how
long will it take
before my luggage
will arrive?
uncertainty: will
my hold luggage be
undamaged?
uncertainty: where
do I collect my
odd-size luggage?
uncertainty: as a
transfer passenger,
I don't know on
which airports I
have to collect my
hold luggage, and
on which airports
my hold luggage
will automatically be
transferred to my
next flight.
uncertainty: will I
smoothly pass
customs, or will I be
picked out for a
thorough hold
luggage check?
inconvenience: I
need to transport
my hold luggage to
my chosen means
of transportation
inconvenience: I
have to transport
my hold luggage
into my hotel room
uncertainty: will
my hold luggage be
treated correctly,
will it be on board
of my plane?
uncertainty: will
my hold luggage be
treated correctly,
will it be on board
of my plane?
HOLDLUGGAGE
By Amandine Marié with KLM
4 | WP 3 | Baggage

5. 5
Hold luggage
| WP 3 | Baggage
By Amandine Marié with KLM

6. Hold luggage - reclaim
By Shosha Boute with Schiphol Airport
6 | WP 3 | Baggage

7. Baggage as a Service
7 | WP 3 | Baggage

8. Door-to-door luggage services
8 | WP 3 | Baggage

9. Luggage model
9 | WP 3 | Baggage

10. Luggage model
10 | WP 3 | Baggage

11. Hand Luggage

12. Hand luggage
12
By Kinge Gardien with Transavia
| WP 3 | Baggage

13. Hand luggage
13
By Kinge Gardien with Transavia
| WP 3 | Baggage

14. Baggage Innovation Summit
14 | WP 3 | Baggage

15. Katinka Bergema
C.P.A.M.Bergema@tudelft.nl
AIRPORT
Thank you!
15 | WP 3 | Baggage