Schiphol Shopper
  [ Background ]

Amsterdam Airport Schiphol is one of the largest airports in Europe. To maintain or improve its position Schiphol continuously increases its quality level. Baggage trolleys were one of the issues that could still be improved.

The main problem was the large size of the first trolleys. Therefore Schiphol only allowed a small number in the lounges and piers. The size and lack of manoeuvrability of these trolleys made commercial facilities reluctant to admit them.
Also, a trolley could damage a shop's interior or goods, which made many bar their entrance against trolleys. On the other hand, passengers were not eager to enter without their trolley. When a survey among passengers revealed possibilities for service improvement, Schiphol acted upon them accordingly.

Van Holsteijn en Kemna BV (VHK) was contracted by Amsterdam Airport Schiphol to research and solve the problems.
VHK tackled the problem by first studying the needs of all parties involved - passengers, trolley handlers and logistics-operators - in terms of usability, cost-savings and deployment.

A new trolley and regulating system were developed, resulting in outstanding regulating performance with high cost-efficiency, and saving valuable terminal space. The new trolley's manoeuvrability and small size enables excellent access to shopping areas for increased potential sales. Designed with hand baggage and ease of use in mind, it yielded a higher passenger satisfaction.

 

 

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