Executive Summary
Reliable passenger assistance depends on anticipating demand and having the right colleagues in the right place when passengers need them.
Working with the Dublin Airport Authority (DAA), OCS combines demand forecasting, intelligent resource allocation and experienced on-site teams to improve assistance across both terminals. Better information supports earlier planning and more responsive decisions, helping the airport reduce delays, improve resource efficiency and deliver more dependable assistance.
Passenger Assistance Performance in Numbers
Better forecasting and resource planning are supporting more reliable passenger assistance across both Dublin Airport terminals.
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69%
Reduction in Aircraft Delays
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50%
Decrease in Colleague Overtime
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10 %
Increase in Labour Efficiency
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95%
Resource Forecasting Accuracy
The Challenge
Dublin Airport handles approximately 36 million passengers annually, including around 450,000 people who require assistance with boarding, disembarking and moving through the airport.
Meeting these needs requires careful coordination across two terminals, particularly as flight schedules, passenger numbers and assistance requirements change throughout the day.
The airport needed to improve service reliability, strengthen compliance and give operational teams better information to plan resources and respond to passenger demand.
The Solution
OCS developed forecasting and resource allocation technology to support the planning and delivery of passenger assistance.
A dedicated forecasting platform provides a clearer picture of expected demand, enabling teams to anticipate assistance requirements and plan colleague resources ahead of each operating day.
Resource allocation software supports daily delivery, helping coordinate colleagues across both terminals and direct assistance where it is needed.
This approach combines forward planning with operational judgement, allowing experienced teams to respond as passenger requirements and flight schedules change.
Specialist Mallaghan vehicles also support safe boarding and disembarking, providing accessible transfers to aircraft.
Both technology platforms were initially piloted at Cork Airport before being introduced at Dublin, allowing the approach to be tested and refined before wider deployment.
Best Outcomes
Dublin Airport can deliver more dependable assistance for passengers with reduced mobility while improving operational efficiency. Intelligence from demand forecasting supports earlier resource decisions, helping teams anticipate requirements, reduce disruption and maintain a more reliable passenger experience.
