Amsterdam’s Schiphol Airport has introduced a new feature for its passengers, providing real-time information on baggage wait times. This initiative is a part of the airport’s ongoing efforts to enhance customer experience by employing predictive algorithms, which have been previously used in ground handling operations of aircraft.
The technology, displayed on 150 screens across the baggage halls, as well as accessible through the Schiphol App and the airport’s website, allows passengers to track the precise minute their baggage will arrive on the conveyor belt. It informs them whether their luggage is still on the aircraft, in transit to the baggage basement, or already placed on the belt. This system aims to provide travelers with the latest updates on the status of their baggage.
Sander van Tienhoven, the Product Owner of Passenger Information at Schiphol, mentioned that the introduction of this feature was driven by passenger feedback. Regular research conducted among passengers highlighted a clear need: knowing when their baggage will be available for pick-up. The new AI-powered functionality is designed to cater to this requirement by providing clear and precise information.
The backbone of this feature is a self-learning data model that Schiphol has developed, utilizing thirteen different data sources to predict baggage waiting times. One such source is the technology of Deep Turnaround, which offers insights into the aircraft turnaround process – from cleaning and catering to baggage handling and refueling. This detailed visibility allows the airport to specifically predict the time it takes for baggage to appear on the conveyor belt, whether it’s still on the aircraft or en route to the baggage hall. These steps can be tracked by passengers via the screens above the conveyor belts, in the Schiphol App, and on the airport’s website.
