Heathrow: Improving real-time operations

Heathrow: Improving real-time operations

For leading airport operator Heathrow (formerly BAA), developing a "real-time" program that enables end-to-end oversight and control of airport operations presents a significant challenge. The company needs to replace aging, custom-built systems with intelligent automation that will improve passenger satisfaction and enable compliance with the European Union's Single European Sky ATM Research (SESAR) regulations.

Heathrow selected Pegasystems as its platform for a key initiative within SESAR, Airport Collaborative Decision Making (A-CDM). With Pega, Heathrow completed the first phase of the project in just nine weeks. This solution automatically creates and dynamically coordinates every element of the operations required for flight turnaround in the shortest time possible, such as the exact minute the aircraft will land, which gate will be used, how much baggage must be offloaded, how long refueling will take, when the next crew will be onboard, the time required to load passengers for the next flight and the minute the flight should push back from the gate.

"We needed a tool-set which could reflect the real-time operation of an airport."

Eamonn Cheverton, Enterprise Architect, Heathrow Airport, BAA

  • Following implementation, on-time departures increased from 68% to 85%.
  • Enhanced resource planning has improved passenger throughput in the terminal and increased the efficiency of overall terminal operations.
  • The rapid implementation is underpinned by Pega's ability to directly capture business objectives and quickly configure functionality in line with Heathrow's requirements.

A-CDM is an on-going transformation programme that is being powered by Pega. Future phases will provide parallel functionality around 'kerb to gate' and transfer processes.

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