How Star Alliance created a better airport experience at Heathrow Terminal 2

Justin Erbacci

VP Customer Experience and IT, Star Alliance

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London Heathrow Terminal 2 is reaching new heights in terms of traveler experience and airport efficiency. It was a great challenge to accomplish these things as the project to implement common use technology across all airlines required the collaboration of 23 different carriers, the Airport, the Ground Handlers and the IT providers.



No detail was left unattended and a very high degree of harmonization was achieved, encompassing simple things like the use of common bag tags to more complex items such as the technology which is the enabler for using common processes.

To implement common check-in we needed technology that didn’t exist yet, but Amadeus along with other providers were there to work with us to bring our vision to life. We worked closely with them to find the solution to common use check-in and now the terminal offers a very different experience for passengers because it gives them much more control over their journey.

Having implemented the new common check-in at Heathrow Terminal 2, passengers can reach their departure gate much faster than ever before. The average time spent at check-in is just 70 seconds for a short haul and 120 seconds for a long haul.

We now have 23 Star Alliance carriers that fly to London-Heathrow, together, doing common check-in, proving that it can work on this scale. We plan on applying these best practices to other Star Alliance hub stations around the globe and we look forward to working with Amadeus to further improve the airport experience for passengers.


Traveler Experience