In recent years Copenhagen Airport has won a series of awards for its B2C-focused customer service initiatives and, although we have no awards to show for it yet, we are equally committed to getting things right for our B2B customers.
And I am sure it comes as no surprise to you to hear that the challenges for B2B aimed customers are just as complex when it comes to compliance with security regulations.
To meet these challenges, Copenhagen Airport Security recently launched a Smiley campaign aimed at helping the vehicles used by suppliers and contractors comply with the security requirements and therefore ensure quicker and easier airport journeys.
This sub-group of B2B-segments tends to be particularly challenged as they need to bring various materials and tools to security restricted areas.
The security model in Copenhagen is based on both an informative and a punitive approach to compliance and support for the airport as it carries out large-scale reconstruction projects to ensure that Denmark’s leading gateway is equipped to meet future demand.
Indeed, an all-time high of 26.6 million passengers used Copenhagen Airport in 2015 – the fifth year on the trot it has set a new record – and it is more than aware of the need to upgrade its facilities to match this high-speed expansion.
It is interesting to note that close to 22,000 ID-card holders work at Copenhagen Airport today on a daily, weekly or monthly basis and this is likely to increase in the future as the gateway grows.
In terms of vehicles, it is in the best interest of both our customers and security staff alike that contractors and suppliers receive extensive information and individual guidance as the interior storage facilities for different vehicles can vary greatly.
We do this by requiring security staff to hand out green, yellow or red smileys to drivers, which inform them of the designated security standard of their vehicle and what they need to do to improve the rating – move from a yellow to a green smiley, for instance.
If vehicles are not equipped with shelves and there is no inventory list, for example, suppliers and contractors need to carry tools and materials manually through checkpoints.
“Often it is only a few extra details that are needed, such as updating an inventory list or knowing how to correctly store equipment/tools,” explains Poul Eckhardt, union representative and security gatekeeper.
“That doesn’t sound like much, but it is important that we know all about vehicles in advance of their arrival at the airport.If we don’t, a time consuming search has to take place, which is in nobody’s best interest.”
A fan of the new system is Frank Vognsen, a sales engineer with Forbo Siegling Denmark, who regularly requires airside access to maintain the airport’s luggage transportation belts.
“Knowing exactly what is required is very welcome as we want and need to comply with security regulations in order to keep our customers at the airport,” he says.
A total of 279 individual suppliers/contractors are the target group for the campaign as they are responsible for 1,211 vehicle passes a year through security checkpoints to restricted areas at Copenhagen Airport.
Campaign material consists of a set of smiley-stickers in green, yellow and red and a pamphlet about security requirements for supplier and contractor vehicles.