Speaker Biograghy: With more than 10 years' experience within Brussels Airport, and over 20 years in this industry, John knows all there is to know about passenger experience. As Support Manager Customer and Passenger Services he is among others involved in the implementation of self-service bag drop at Brussels Airport.


Day 1 - 10 March
Session: Passenger Processing: Bag Drop, Check-in & Self-Service

11:35 - 12:00 - Self-service bag drop, part II
Synopsis: Many airports have thought about adding self-service bag drop as an extra service for their customers, and Brussels Airport is no exception. It decided to take action two years ago and installed Scan&Fly. Now Brussels Airport is one of the most experienced airports regarding self-service bag drop in Europe. During this period it has doubled its Scan&Fly units to process a record number of passengers. But how does self-service bag drop truly affect the passenger experience? How does it influence the operational costs and terminal capacity? And most importantly: how do we continue from this point? All these questions, and more will be discussed.

Audience will learn:

• The benefits of self-service bag drop in practice: how does self-service bag drop influence the operational costs and terminal capacity?
• How self-service bag drop truly affects the passenger experience
• How Brussels Airport collaborated with the different stakeholders during the implementation of self-service bag drop
• How an airport deals with other elements like host training, signage, etc. when installing self-service bag drop
• How Brussels Airport maintained the high level of service for its passengers