Company insight
Selecting the right BHS partner
Selecting a partner for BHS system upgrades, repairs, maintenance, programming and operations is a decision that can have meaningful impacts on customer satisfaction and airport bottom lines. John Blakemore, director of BHS technologies at JBT AeroTech, discusses why it is important for airports to choose the right partner.
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et’s face it: few things upset the travelling public more than lost luggage. When bags are misplaced, it becomes part of a person’s travel lore – an oft repeated, never-forgotten saga of hassle and headache. For the travelling public, mishandled baggage becomes a near indelible stain on the reputation of the offending party. Conversely, those organisations who handle luggage accurately and efficiently set themselves apart from their competitors, create positive associations for the traveller and can thereby gain increased revenues. No wonder on-time, accurate baggage service is one of the essential metrics used to evaluate airlines and airports alike. A cursory glance at the internet shows baggage performance metrics tracked and published by organisations like Travel and Leisure, Forbes, Million Mile Secrets, Skytrax, World Airport Awards and Airfare Watchdog, to name a few. Bringing it all down to a consumer level, we all know people who refuse to transit through certain airports, engage in customs and border crossings at certain arrivals destinations or use some airlines because they are too slow with their baggage services or have lost baggage in the past. Keeping baggage systems fully-functional and properly sized is a critical, ongoing effort at airports. So, what are some of the things an airline or airport should consider when selecting a BHS partner for maintenance, repairs, upgrades and operations?
Experience and solid finances Baggage systems are not static. After initial design and installation, bag facilities need ongoing operations, maintenance,
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A reliable BHS partner will ensure timely upgrades, maintenance and repair services are engaged.
repair and upgrades. Selecting a sound partner to help with these activities can have a significant impact on customer perceptions and loyalties. As such, there are a number of things to consider. Firstly, experience matters. There is no substitute for experience at the company level and for the individuals actually on-site. Because of the impact a successful baggage system project can have for the airport and airline, it is worth doing some
deep dives on experience. A great place to start is to look at the supplier’s track record on previous projects. Making a few calls to understand customer satisfaction, on-time performance and adherence to budget constraints should be explored, and can help you assess the capabilities of the service supplier. In other words, has the prospective BHS company done right by other customers and what do those customers say?
Future Airport /
www.futureairport.com
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