One of the key objectives of PASSME is to design a seamless luggage flow system for airline customers. The project’s two central objectives around luggage are the following: to avoid negative emotions towards all luggage related processes; and secondly, to reduce any unwanted airport time related to luggage. Work Package 3, which is led by Richard Ottens from KLM, is primarily responsible for this challenging aim; his research focuses on hold (check-in) luggage, hand luggage and tax free articles. Richard works closely with students from TU Delft to achieve this.
Amandine Marié, a graduate student working with KLM, interviewed 86 passengers in the Netherlands to investigate their thoughts and attitudes to check-in luggage. She found that the transport used by passengers to get to the airport determined their attitudes to their check-in luggage.
Passengers who arrive at the airport using their own vehicle or a taxi, were much more positive towards carrying their check-in luggage compared to those who arrive by public transport (4.66/7 compared to 5.98/7).
An explanation for this could be the burden of carrying luggage for those who have to use public transport. Whereas, those who drive can easily place their luggage in the car and sit back and relax or drive.
During the interviews, the most common emotions expressed by passengers who were describing their airport experience wee:
-Positive: Relaxed (22 percent), Calm (18 percent), Satisfied (17 percent)
-Negative: Stressed (27 percent), Bored (16 percent)
This is just one part of the research PASSME will conduct to explore the relationship between passengers and their various luggage types.
Additional research into baggage will be carried out during the lifetime of the project.