Swedavia has invested SEK400 million (€45m) in the refurbishment and expansion of Stockholm Arlanda’s Terminal 2. The 2,000sqm expansion provides additional airside space for shops, play areas for children, spacious new gate areas, and more than twice the previous amount of seating.
Stockholm, which received the European Commission’s first European Green Capital Award in 2010, is a thriving city and region that has combined economic growth with a world-leading focus on environmental sustainability. This success is mirrored by Stockholm Arlanda Airport. As the region grows, so too do the airport’s passenger numbers. 19.6 million were handled in 2012 and the positive trend so far this year suggests a throughput of more than 20 million for 2013 – an all-time high for the third year in a row.
Kjell-Ake Westin, Airport Director, Stockholm Arlanda: “My aim has been to make the refurbished Terminal 2 a favourite with passengers, which they can reach by train, bus or car and get to the gate within 15 minutes. With the short distances and a renewed offering of services, the terminal provides Sweden’s most efficient travel solution, for both leisure and business travellers.”
Terminal 2 was opened in 1990, at which time it was used as a domestic terminal. While there have been a number of modifications over time, the terminal has been in growing need of a makeover. “There is still space airside for more aircraft, but adapting to new regulations over many years has made a jumble of things. We needed to utilise the inside better, in order to utilise the aircraft parking stands more efficiently,” explained Westin. “My aim has been to make the refurbished Terminal 2 a favourite with passengers, which they can reach by train, bus or car and get to the gate within 15 minutes. With the short distances and a renewed offering of services, the terminal provides Sweden’s most efficient travel solution, for both leisure and business travellers.”
Stockholm Arlanda is unmistakeably Swedish; anyone who has travelled through it will have been struck by its use of space and light, which creates a bright, open feel, and its harmony with nature. This is echoed by the 2,000sqm expansion, which provides additional airside space for shops, play areas for children, spacious new gate areas, and more than twice the previous amount of seating – all tangible improvements to the passenger experience. “It is positive and obviously an upgrade that means passengers now have more space at their disposal, both in terms of flows for arriving passengers and a number of gates having had very limited space before. In addition, all of the venues for retail and F&B have been refurbished, and we have opened a new business lounge, which is greatly appreciated. Free WiFi and charging stations are a given,” said Westin. “The passenger experience in Terminal 2 had been neglected, but now the terminal is showing the way forward.”
Retail and F&B are, of course, important aspects when it comes to passengers’ perception of their experience at the airport. The refurbishment gave Stockholm Arlanda the opportunity to develop its commercial offering, which is now better-suited for the needs of international passengers. “That makes Terminal 2 an inspiring meeting place for our passengers. Good commercial revenues enable us to keep charges to airlines down, so that is clearly important,” added Westin.
Pioneering self-service technologies
Retail and F&B are important aspects when it comes to passengers’ perception of their experience at the airport. The refurbishment of Terminal 2 gave Stockholm Arlanda the opportunity to develop its commercial offering, which is now better-suited for the needs of international passengers.
The airport has been a pioneer in streamlining the passenger process through the use of innovative technologies. Its strategy is to improve the range of self-service options for check-in, bag drop, document control, border control and boarding gates. A common use self-service bag drop system was introduced last year; it is currently being used by SAS and Norwegian, and discussions are underway with a number of other airlines. It has been a success – statistics indicate a steady rise in the use of the service, with passengers finding self-service bag drop reliable, fast and easy to use. The main advantage is faster baggage check-in, which produces a more efficient flow and improves the entire check-in process. “Self-service is a general trend in society today, and it is also an important area for us to invest in,” commented Westin. “Our overall objective with self-service is to make our passengers’ journey easier so that they experience it as being fast, smooth and easy. The self-service bag drop and automated check-in machines help in that respect. Smooth, efficient flows at the airport are important for customer satisfaction and are in demand from passengers and airlines.”
Looking ahead, a new baggage sorting facility will open in 2015. As with the rest of Terminal 2, the old baggage sorting facility was originally built for domestic traffic. To provide an efficient service for international travel, and enable passengers to transfer between airlines and terminals as quickly and smoothly as possible, the baggage sorting facility now also needs to be refurbished, modernised and adapted to this new reality. “Of course it is important for us to have our logistics in top shape. It doesn’t matter how smooth passenger flows we create, or how pleasant the atmosphere is – if the bag doesn’t show up at the final destination, we have not contributed to a satisfying customer experience,” Westin stated.
Harmony with nature
To provide an efficient service for international travel, and enable passengers to transfer between airlines and terminals as quickly and smoothly as possible, the airport’s baggage sorting facility is being modernised. The refurbished facility will open in 2015.
Sweden was an early adopter of sustainable thinking and these values are translated into Swedavia’s impressive and progressive environmental strategy. The entire Swedavia airport group has achieved the highest level – Neutrality – under ACI EUROPE’s Airport Carbon Accreditation. “We are really proud of the fact that we have been certified at the highest level for several years in a row at this time. Our certification in fact requires improvement over the preceding year, so one can never rest on one’s laurels and be satisfied with what one has. This requires great commitment from our workers,” said Westin.
Stockholm Arlanda Airport is clearly playing a vital role in enhancing Sweden’s competitiveness and continued growth. For a comparatively sparsely populated country in northern Europe – with a population of 9.5 million – efficient connections with the rest of the world are a must. The investment in refurbishing Terminal 2 strengthens the airport’s capacity, and has been undertaken in a way that is passenger-focused and environmentally efficient. With record passenger numbers expected again in 2013, the future is certainly bright for one of Europe’s most progressive airports.
