cph_lufthavn

ABSTRACT
Copenhagen Airport is considered being the center of flight transportation in Scandinavia, and one of Europe’s 15th busiest airports transporting
more than 23 million passengers each year. In 2012 CPH airport began the execution of an ambitious growth strategy, which among other
things involves an intensive expansion and optimization of the airport infrastructure. This strategy is based on the goal of achieving more than
30 million flight passengers annually. But to achieve this goal CPH airport must ensure that they can position themselves among the leading
airports in the world both in customer relation management, technology and service experience. This article is made to investigate the CPH
Airport as a stage for future service design opportunities that could create value and helpful resources in achieving this goal.
The content reflects all our data and insights from a more theoretical perspective, which ended with a service design proposal, for CPH Airport,
regarding a baggage tracking solution for passengers to ensure transparency, by moving the line of visibility, to create better service experiences
and to show more customer understanding.
KEYWORDS
Målet er 30 millioner
passagerer
CPH Airport
Bagage tracking
Service design
Line of visibility
Transparency
Customer experiences
Customer understanding
Customer relation
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