An airport is a diverse and and extremely complicated organizational business complex.
Many separate companies, authorities and organisations - although in some cases in
competition with each other - have to work together. The prime task is to offer its
customers attractive facilities and services to cover their needs.
The customers of an airport are: passengers, airlines, flight operators, customs, agents, etc.
The major aims are to ensure smooth passenger flow, to handle aircraft on time and to ensure
overall security. The services are: providing and maintenance of buildings and
infrastructure, co-ordination of all users.
The organisations involved have to work together closely and smoothly in order to
achieve high standards of service.
Handling of aircraft
Control of passenger flow
Sorting and transportation of baggage
Storage and distribution of freight
Modern airports have to solve the following particular difficulties:
a) Daily flight operations are exposed to extreme fluctuations (delays, cancellations)
b) Other imponderables are weather conditions and technical problems
c) Systems must have high availability 24 hours a day and 7 days per week
d) Event-related communication is indispensable to ensure efficient handling
Is the airport a hub, entailed out-of-the-ordinary requirements and more complex
processes are the result. Large airports are always in competition with
the "guaranteed minimum connecting time", which is - as an example - 35 minutes at Munich Airport.
At airports, handling processes cannot be planned exactly in advance or influenced
as in industrial logistics. No matter what events occur - these processes, which
affect thousands of passengers and the people coming to pick them up, must be mastered by
permanent change management.