Muscat International Airport is located in Seeb, 32km from the city of Muscat. As part of the 2018 revamp, a new passenger terminal, control tower and runway were constructed. The BHS came into operation at the same time as the new terminal, and can manage 5,200 bags per hour. To cope with any future expansion of services, it has been designed to handle the peak capacities expected for 12 million passengers per annum.
“The system is very good and has helped us to improve our operation dramatically,” explains Hadi Najeem Sulaiman Al-Abri, the BHS A/Manager at Muscat International Airport. “It has improved performance in terms of baggage delivery, the number of flights we can accommodate and processes within the airport.”
One factor that has really helped to revolutionise the baggage handling process is the ability to provide accurate data on performance. From the time bags enter the system until retrieval, it is possible to extract information for KPIs that are required by the airlines, ground handlers and contractors.
“It’s a big step forward,” adds Mr Al-Abri. “Information is power and with real-time data we can develop accurate plans to improve or change processes, which allows us to modify our operations across the airport. And having a fully automated system with tracking ensures that all of our passengers are happy.”
Mr Al-Abri and his team also receive regular feedback from the airlines and other stakeholders: “This is the main driver for us to come up with solutions and close any gaps that we find in the system.”
It’s a similar story at Salalah Airport, which is located around 5.5km northeast of Salalah city centre. It serves as Oman’s second international airport, handling charter services to and from Europe, as well as regional flights.
The airport has the capacity to handle up to two million passengers every year, with the potential to expand to six million. It is well on the way to achieving this milestone as passenger numbers have almost doubled since 2015. The BHS was designed to keep pace with growth, and will be able to handle the peak capacities expected up to 2025.
“We coordinate with Vanderlande to see what opportunities there are to expand the system, which has been working to the best level since day one,” says Mohammed Salim Bakhit Tabook, the BHS Service Manager at Salalah International Airport. “According to our statistics, incidents, breakdowns and delays are very limited. We have KPIs to measure our performance, and they show the BHS had 99.99% availability and no lost bags in 2023.”
Both airports have had an operations and maintenance contract (O&M) with Vanderlande since opening their new terminals. In 2022, Oman Airports signed a new six-year agreement with the company, not just for the baggage handling but also the boarding bridge systems at Muscat and Salalah. This was expanded to include Duqm Airport’s requirements for the first time.
The extended contract supports the operator’s desire to constantly make improvements by searching for the latest operational programmes that can ensure a seamless experience and the best possible service for every traveller. Having the right people in place to carry out O&M activities is especially important for Oman Airports, bearing in mind their lack of experience with automated BHS, and the fact that Muscat and Salalah operate around the clock.
“We didn’t have the experienced people to carry out the service work, and we selected Vanderlande because of their experience and background,” says Mr Tabook. “Their team’s performance is perfect and they meet all the KPIs – the system is always in good condition.”
“Vanderlande is a reliable partner and there is full commitment and cooperation from them for the services they provide, which is highly appreciated,” adds Mr Al-Abri. “With their support, continuous improvements are taking place that are vital for airport operations – and Vanderlande go the extra mile in this respect.”
The quality of service provided by both airports since their modernisations has received industry recognition through various rankings and awards. For example, Muscat International Airport is ranked among the best Middle East airports with 15-25 million passengers, winning the “Best Airport in Customer Service 2023” award.Â
It also claimed first place in the Air Help Global Airports Ranking for 2023, which considers, among other things, an airport’s standards for on-time performance, compensation claims, processes and customer reviews. In addition, Salalah Airport won the “Best Airport in Customer Service in the Middle East 2023” award in the category of two million passengers.Â
“We’re very proud of the outcomes we are getting,” says Mr Al-Abri. “There are always challenges and therefore improvements to be made, but thanks to the cooperation between Vanderlande and Oman Airports we are achieving our goals.”Â
Every airport is different. This is reflected in your layout – and the advice offered by our experts.