航空安全运营需要转型：史基浦机场的性能转型案例研究

© Oliver WymanFOREWORDSecurity checks are a fundamental and often the most time-consumingactivity at any airport, serving as the first line of defense in ensuringpassenger safety. In the wake of the COVID-19 pandemic, airportsaround the globe faced unprecedented challenges as they navigatedthe complexities of post-pandemic recovery. Among them, AmsterdamAirport Schiphol, Europe’s third-largest airport, encountered significantoperational hurdles that tested its resilience andadaptability.This joint paper chronicles Schiphol’s transformative journey to enhanceits security operations, highlighting the lessons learned that areapplicable to airports worldwide. As the aviation industry continues torebound, the insights shared here are not just relevant for Schiphol butresonate with the broader airport community striving for efficiency andimproved passenger experiences. We invite you to delve into this reportto discover the strategies implemented, the challenges overcome, and thesustainable practices established to create a more robust and responsivesecurityframework.The effort began in earnest during the summer of 2022 when significantoperational hurdles led to long queues and unpredictable service levels.After an 18-month collaboration, Schiphol andOliver Wymanhad not onlyaddressed immediate challenges but also laid the groundwork for sustainable,long-term progress relying on the consultancy’s extensive experience withperformancetransformations.We invite you to explore the insights and strategies that have been pivotalin turning around a non-functioning system into a model of efficiencyand resilience, and we encourage you to reach out withquestions.In the future, we plan to share additional perspectives on other criticalaspects of airportoperations.Philip vanNoortSchiphol, Director ofSecurityOperations FrancescoBastiaOliverWyman,PrincipalTitusZwartkruisOliver Wyman,EngagementManager © Oliver WymanEXECUTIVESUMMARYThe challenge atSchipholFor the past two years, Amsterdam Airport Schiphol — a major European hub — has beenundergoing a performance transformation of its security operations to create more resilientand responsive system. This report provides a case study of the overhaul to this key airportfunction by the Netherlands’ main international airport and the lessons other major airportscan learn from itsexperience.While the effort was time-consuming, it resulted in a system at Schiphol, as the airport isknown informally, that is more efficient, less vulnerable to outside disruptions, safer, andless costly to operate, by allmeasures.The story of the transformation begins in the waning days of COVID as the industryattempted to emerge from the near shuttering of air travel the pandemic caused. It wasamong the most uncertain periods aviation ever faced, and not surprisingly, the reboundfrom it came at its own cost and with its own set of challenges for airlines and airportsalike. As people returned in droves to air travel, both airports and airlines found themselvesunderstaffed and unprepared, while also facing significantly higher operationalcosts.In this context, major trends affected aviation ecosystem creating additional challenges forairports and impacting airport operations. Schiphol also had to face internal complexitiesand operationaldisruptions.Exhibit 1:Major trends affectingairportsRapid demand growth(COVID recovery, LCC proliferation, …), whileaviation personnel was scaled down or understaffed. Over 400 thousandaviation workers fired during 2020–2021TRENDS AFFECTING AIRPORTSSubstantial hike in compensationto attract and retain big workforceto handle the return of air travel. 20–40% increase in personnel costssince 2019 (e.g., security agents), resulting in higher airport charges forpassengersUpgauge1of airlines fleetas response to labor shortage, risingoperational costs, and constrained airport capacity. Upgaugingputs substantial strain on airport security systems, increasing flowof passengers during peak hours2Surge in leisure travelersand the lag in business travel. Leisuretravelers are less familiar with airport security measures and are morelikely to run afoul of them, slowing down the system and requiringmore personnel to help them navigate it1. Upgauge as industry practice that involves shifting to larger aircraft to cut cost per seat. 2.For instance, before upgauging, the departure of 20regional jet flights on the hour would likely send around 1,120 passengers through security (assuming 80% load factor and 30% of passengers inconnection). With upgauging — substituting A320 NB for regional jets on routes — that number could jump to 2,016, 80% increase in passengersto beprocessed. Severe operational disruptionswith long queues at security —up to 4–6 hoursSCHIPHOL CHALLENGES IN 2022Numerous strikes occurred,without noticeInfrastructureunder-maintained— limitedavailability of security machinesAirline/media pressureto set-upefficient operationsVS 3 © Oliver WymanThese trends created a need for m