Project: Olympic and Paralympic Passenger Experience Implementation
Background As the official ‘host’ airport to the London 2012 Olympic and Paralympic Games, Heathrow came up against one of it’s greatest ever operational challenges. Unprecedented passenger numbers and volumes of baggage were expected during and after the Games.
In addition, the complexity of managing the largest ever throughput of passengers with reduced mobility would be significant.
Our role Active Thinking were asked to provide leadership for all proving trials, passenger experience integration and training. We led the work to ensure the 140 organisations at the airport understood the Olympic and Paralympics passenger experience. A series of ‘Persona Sessions’ allowed all organisations to demonstrate their understanding of the process as passengers were ‘handed-off’ from one organisation to another.
We conducted proving trials involving 40 organisations in the Olympic Village, Games Terminal and Heathrow’s business-as-usual infrastructure.
Outcome 140 stakeholders aligned behind a common passenger experience from home base to Olympic Village Proving Trials demonstrated Heathrow and Olympic facilities would work successfully to LOCOG. 11,000 people trained Significant OpEx savings. Part of a team that helped improve Heathrow’s public reputation.