How Facilicom uses smart tracking and AI-driven insights to improve equipment availability, service quality, and operational control
The Challenge
Amsterdam Airport Schiphol welcomed nearly 67 million passengers in 2024—a number that continues to rise. Among them are hundreds of thousands who rely on Passengers with Reduced Mobility (PRM) services, including wheelchairs, caddies, and other specialized equipment.
Delivering timely assistance requires:
- Equipment available at the right time and place
- Clear insight into buffer levels per zone
- The ability to prove service quality to airport stakeholders
But without real-time visibility, PRM teams were often left guessing. Staff spent time searching, broken equipment went unreported too long, and managers lacked the data to optimize planning or demonstrate performance.
The Solution
Facilicom deployed a smart asset tracking solution from Undagrid that transforms how PRM operations are managed.
The key elements:
- User-friendly mobile app for floor staff
– Instantly locate nearby equipment and reduce walking time
– One-tap defect reporting for quick maintenance follow-up - Real-time dashboard for managers
– View equipment availability and buffer levels in all PRM zones
– Monitor usage trends and make proactive decisions - AI-driven insights
– Undagrid’s platform automatically detects usage patterns, predicts shortages, and flags underutilized assets.
– This allows both tactical adjustments (within a shift) and strategic improvements.
The system works seamlessly across large airport environments, including indoor and semi-outdoor areas, and requires no infrastructure.
The Impact
- More efficient workflows
– Less time wasted looking for equipment
– Fewer delays during PRM handovers - Higher service quality
– Defects are reported and resolved faster
– Equipment availability is consistently high, even during peaks - Better working conditions
– Staff can focus on assisting passengers, not chasing equipment - Full operational transparency
– Managers can respond in real time, plan based on facts, and show performance KPIs to the airport
“This solution gives us full control over our PRM fleet. Our teams work faster, and we can finally make decisions based on real data—not assumptions.”
— PRM Supervisor, Facilicom
Based on early success, the system is being expanded across the full PRM fleet. AI-based insights will be used more broadly to support planning, training, and continuous improvement—ensuring both staff and passengers benefit every day.