Background

One of the World’s major hub airports and most anticipated terminal openings

One of the most ambitious and expensive terminals ever built

The terminal introduced some of the most advanced technology ever used with one of the most complex baggage systems ever installed

The challenge

• To open the terminal successfully on day one
• The build programme was late and started to cut into the time allocated to proving the building & processes
• Time became critical in order to train and familiarise staff in the various processes and infrastructure
• To test and make-ready a lot of un-proven technology
• To ensure designed flow rates in different areas of the building were actually achievable

• Introduction of readiness reviews, integrating departments and creating frameworks to assure the operational readiness.
• 3D Modeling of flows in key areas including check-in, security, arrivals, & transfers
• Demand analysis for key processes and capacity improvement initiatives
• Contingency package including processes, people & equipment to support opening contingencies
• Development & delivery of training packages to operational staff for day 1 contingencies
• Building work around procedures & training developed and delivered
• Recruitment & management of staff to support contingency & work around processes

• We continue to be used at this airport due to the success and robustness of our methodologies
• The terminal opened on-time with minimal disruption to the operation
• Issues with the baggage process clouded the success of the rest of the operation. Within 2 weeks 100% of flight schedule was running and has continued since
• Check-in, security, transfers & arrivals operated as predicted by ARC modelling work from day 1
• Contingency & work around procedures were a huge success and the operation could not have operated without them on day 1
• These procedures have now been adopted as the airport wide standard

• Construction programme; This must be suitably advanced to obtain maximum benefit from operational trials.
• Recruitment; Operational & project staff need to be in position as early as possible
• Training/familiarisation; Detailed training & coaching schedules need to be in place and followed religiously to ensure the operational teams are ready for launch
• Programme management; Visibility of all internal & external readiness through clearly defined and communicated measures is key to successful opening