As civil air is rapidly growing, most large airports are under constant reconstruction and expansion. In order to minimize waiting times before departure and between connecting flights, the ever-increasing stream of airplanes, passengers and luggage must be led into the right channels.

To this end the KLM Controllers Service Management Schiphol is constantly analyzing the processes related to the arrivals and departures of the aircraft, i.e. all the passenger-related activities. The Observer enabled the optimalization of allocating time and work force on each of these activities.

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