The study aims to help the aviation industry make the work in baggage handling halls lighter, for instance. In addition to the already planned actions to install lifting aids everywhere in the short term, the parties want to investigate how digital innovation can support physical work activities. 

In the coming months, five researchers, supervised by Professor David Abbink (Professor of Haptic Human-Robot Interaction and Scientific Director of FRAIM), will conduct research in the baggage handling halls. Together with the baggage handlers, they will shape the future of this type of work. Even with the application of digital innovations, the future of this work will still revolve around the balance between humans and machines. The baggage handlers therefore have an essential role to play: their observations, wishes and experiences hold sway. 

“We need to learn from the experts in the workplace what is important to them in their work and what they would like to see done differently”, says Professor Abbink. “The members of our research team have different backgrounds, which enables us to try to expose each other’s blind spots, so that we can learn more together than we would individually. That is essential to be able to explore different possible solutions with and for the experts: technical, social or organisational.”

Harm Josephi, Vice President of Baggage Services at KLM adds: “KLM and Schiphol have long been leading the way all over the world in terms of reducing physical strain in baggage handling. But there’s always room for improvement. By working together with Schiphol and Delft University of Technology, we are taking new steps to make working in baggage areas physically less demanding. This collaboration will facilitate improvements that can eventually be implemented at airports around the world. That’s something we can be proud of in the Netherlands.”

“Every workplace in the baggage handling hall will have a properly functioning lifting aid by April 2024, which must be used by all employees. At the same time, we are also working on the next step for the period after this: automation of physical work. Even in an automated baggage handling hall, employees will still have an important role. We are shaping the future of work and how the role of people will change in it. The study will help us shape that together with employees”, according to Dennis van Kleef, who is responsible for baggage at Royal Schiphol Group.

Broad perspectives
The researchers from various universities who are coming together in TU Delft FRAIM have diverse backgrounds in design, psychology, organisational change, robotics and logistics. This broad perspective allows them to assess the impact of technical innovations early, accelerated by innovation expertise from TU Delft's field lab RoboHouse. The fact that this research is not done in a lab, but rather in the baggage halls with the people who work there, ensures crucial cooperation between baggage workers and researchers, and therefore realistic, actionable outcomes. Schiphol, KLM and TU Delft believe that this approach will really move things forward.

The study will have been successful when a new way of working is developed together with baggage hall employees. If all goes well, the collaboration will become a long-term partnership to make this groundbreaking way of working a reality.

The study being done by TU Delft is part of the plan that all parties involved in baggage handling at Schiphol have presented to lighten the work in the baggage halls. The parties involved will be following through with these plans. Future renovations of the existing baggage halls will be developed using the knowledge and results from the research.

The new features will be added to the KLM app’s existing line-up, such as booking a flight, checking in online, downloading boarding passes, reserving seats, or paying for baggage. Recently, we launched our Schiphol Airport Map, a digital layout of the airport, so that passengers can find their way around the airport quickly.

Redesigned flight status update

Version 9.6 of KLM's mobile app also contains revamped flight status updates. Using the flight number, passengers can get up-to-date flight information, such as the latest departure and arrival times. If a flight from Schiphol is severely delayed, users can activate a digital snack or meal voucher themselves. The app also offers the possibility to rebook your flight yourself.

With the KLM app in hand, passengers to the United States who qualify for a TSA pre-check can now enter their Known Traveller Number, allowing them to pass the security checkpoint in the US more quickly.

Downloaded millions of times

The KLM app has already been downloaded millions of times and has more than 100,000 active users each day. No fewer than 70% of the app users are logged in permanently and are using the KLM app several times a month. The app’s features are designed to enhance overall comfort before, during, and after the trip.

You can download the KLM app for iOS (http://klmf.ly/ios) or Android (http://klmf.ly/android).

These new measures, more beneficial for customers than before, will enable Air France and KLM passengers to check in up to 3 bags free of charge weighing up to 23kg each depending on the cabin class.

Flying Blue members, as from Silver status, will be able to check in an additional bag of up to 23kg, whatever their travel class. Up to now, they benefited from an additional baggage allowance only on routes on which the weight concept applied (Silver 5kg, Gold 10kg and Platinum 20kg).

Air France and KLM are thus confirming their intent to maintain the essential free services and to simplify travel procedures with services which are easier to use and understand for everyone. 

>    One basic rule which is easier to understand and more beneficial to the customers Weight of each bag maximum 23kg – size: 158 cm (sum of the three 3 dimensions)

Download full image(PDF, 120KB)

>    Over the baggage allowance of more than 23kg, a set sum to pay:

For each bag weighing more than 23 kg and less than 32 kg*, a set sum will be charged:  €100 from Europe, 100 USD from elsewhere**, or the equivalent in local currency

>     An additional bag ? (excluding Flying Blue benefits)

Voyageur (AF) and Economy (KL) cabins: 2nd bag for €55 from Europe and 55 USD elsewhere** - Additional bags: €200 or USD per bag
In other cabins over the baggage allowance: €200  from Europe, 200 USD elsewhere** per bag, or the equivalent in local currency
Air France and KLM offers 20% discount excess baggage charges for customers who check in online (e.g.: €44 instead of €55 / €160 instead of €200)

* Over 32kg: cargo transport
** Special cases: from Canada 100 CAD – 55 CAD – 200 CAD

>     Additional advantages on some long-haul destinations

On more than 50 routes, customers travelling in the Voyageur or Economy cabins will be able to check in a second bag free of charge.

>     Miscellaneous
Code-share flights: the baggage allowance indicated on the ticket or itinerary receipt applies
Infants: infants under the age of 2 benefit from a 10 kg baggage allowance, free transport of a stroller and a cabin bag
Reduced mobility passengers: free transport of their equipment and an additional bag
Animals: only cats and dogs are accepted in the cabin or the hold. The transport of animals is not included in the baggage allowance and a set tax is applied.
Golf equipment: one piece of equipment per person is carried free of charge in addition to the set allowance (maxi weight 23 kg) on flights operated by Air France and KLM only.
Other equipment: (diving equipment, skis, etc.) is considered as normal baggage and is thus included in the set allowance (except for surfboards measuring more than 107 cm).