|Institution:||Delft University of Technology|
|Keywords:||hand luggage; baggage; KLM; service design; aviation|
|Full text PDF:||http://resolver.tudelft.nl/uuid:f4730c6e-7c83-4d6b-a990-4a72b3493318|
Problem Hand luggage has become increasingly popular over checked baggage. As a result, one in five of KLM’s flights has a hand luggage surplus, where the amount of hand luggage that appears at the gate exceeds the limited stowage capacity of the airplane. The only way to deal with a hand luggage surplus is by gate checking: stowing hand luggage in the cargo hold minutes before departure. Gate checking leads to unsatisfied passengers and delays costing an estimated €1.5MM. Direction A strategy of preventing hand luggage surpluses was pursued. It was analysed how hand luggage inflows (the amount of hand luggage per passenger) could be minimized, how hand luggage outflows (checking hand luggage voluntarily and checking oversized hand luggage involluntarily) could be maximized and how the stowage capacity of KLM’s fleet could be maximized. Solutions A variety of solutions and recommendations were formulated. Most importantly: Decrease hand luggage inflows, by offering passengers to choose either checked baggage or hand luggage. Maximize hand luggage outflows by implementing a fair way of enforcement, where oversized hand luggage has to be checked, but only against a fee when it is also overweight. Prevent futile gate checks, by implementing a tool that accurately predict the size of any hand luggage surplus.