Bologna Airport improves assistance to passengers with reduced mobility

Bologna Airport, in collaboration with auxiell – a consulting company specialising in the optimisation of business processes – has redesigned the assistance service dedicated to passengers with reduced mobility (PRM), significantly improving the travel experience and operational efficiency of the airport.

 

Thanks to an in-depth analysis and the redefinition of operational flows, the project has made it possible to obtain concrete results: assistance interventions have contributed to reducing delays related to the management of PRM passengers by 83%, ensuring greater punctuality of flights. At the same time, the optimization of resources has led to a 37% reduction in operating costs.

 

Emilia-Romagna is a region with a high rate of incoming healthcare, and the demand for special assistance at the airport is constantly growing. In 2024, in fact, as many as 58,821 passengers (+11.64% compared to 2023) took advantage of a totally free support service.

To respond more efficiently to this growing demand, the service process has been rethought at every stage. Dedicated waiting points have been created for PRM passengers, thus reducing waiting times and improving coordination with staff. In addition, human resource planning has been optimized, allowing a better balance between demand and availability of the service. At the same time, a training program for the skilling and upskilling of personnel was launched, involving over 50 operators. This has made it possible to increase the flexibility and quality of the service, ensuring greater coverage and responsiveness in critical phases, such as boarding.

 

 

The implementation of the new model has guaranteed continuous assistance to all PRM passengers during their stay at the airport, keeping waiting times below the targets set by the Service Charter, despite a 27% increase in service demand.

To ensure ever higher standards, a system of KPIs (Key Performance Indicators) has been introduced that constantly monitors the effectiveness and efficiency of care. This makes it possible to identify any critical issues and to promptly activate new improvement actions.

The project developed at Bologna Airport represents an innovative model in airport management, demonstrating how a strategy based on process optimization can improve both the quality of service and the airport's operations, offering a smoother and more comfortable experience to passengers with special needs.

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