Description

In July 2024, Wizz Air began collaborating with TD BPO to support ground handling operations at Budapest Ferenc Liszt International Airport (BUD). The partnership was initiated to address challenges related to service consistency and communication during irregular operations (IROPS). By conducting on-site observations and identifying areas for improvement, the project aimed to support staff performance, and enhance communication with passengers during busy periods and disruptions, ultimately contributing to improved passenger satisfaction and better addressing traveller's needs.

Problem

Wizz Air faced multiple recurring issues in its ground handling services:

• Severe understaffing during peak times, especially at ticketing and check-in counters.

• Delays in care services (e.g., hotel accommodation, transportation) during flight disruptions—often between 2–5 hours.

• Poor communication with passengers due to inconsistent instructions and language barriers.

• Frequent equipment failures, particularly in self-service bag drop systems.

Challenge

The project encountered several key obstacles:

• Human Resource Constraints: Insufficient trained staff to handle disruptions effectively.

• Communication Failures: Lack of centralized real-time tools caused conflicting or outdated information to be given to passengers.

• Technical Breakdowns: Persistent malfunctions in self-service systems slowed down check-in processes.

• Language Barriers: Non-English-speaking passengers frequently misunderstood instructions, requiring patient and informed staff to intervene.

• Inconsistent Instructions: Operational confusion during incidents like the BUD-FCO flight rescheduling due to misinformation from Menzies.

These issues were further complicated by rigid airport protocols, limited access to airline-specific facilities, and high-pressure environments during disruptions.

Solutions & Achievements

TD BPO, in collaboration with Wizz Air supervisors, implemented a multi-faceted approach:

• Dynamic Staffing Models: Shift restructuring ensured more GH personnel were present during peak hours, significantly reducing wait times.

• Clearer Communication Protocols: Teams prioritized direct coordination between Wizz Air and GH staff, eliminating inconsistencies like the BUD-FCO incident.

• On-Site Passenger Assistance: Staff were stationed at key terminals during disruptions to guide confused passengers and provide real-time updates.

• Technical Monitoring: Highlighted system issues in self-bag-drop areas and collaborated with airport maintenance teams to speed up resolution.

• Empathy and Language Training: Staff were trained to better assist non-English-speaking passengers and handle high-stress situations with patience.

• Visibility Improvements: Ground staff became more present and proactive in key passenger areas during IROPS.

• Proposed Tech Upgrades: Recommended the integration of a centralized, real-time communication platform for passengers and operational teams.

Statistics/numbers

• 50% reduction in average passenger wait times at ticketing and check-in counters during peak periods.

• Improved response time for providing HOTACC and transportation during disruptions, cutting average wait time from 3+ hours to under 90 minutes.

• 85% of communication incidents (e.g., misdirection of passengers) were resolved during the two-week observation period.

• Staff performance ratings (measured by internal QA and supervisor feedback) increased by 40%.

• Passenger confusion during disruptions (tracked via incident reports) decreased by 30%.

• Identified multiple violations of EU labor laws and initiated corrective compliance actions with GH partners.