Delivering self-service check-in and bag drop transformation…
providing specialist consultancy to the £1.1bn Stansted Transformation Programme
Leading People, Culture and Change
Self-Service Check-In & Bag Drop (SSK/SSB):
Pro-Tel provides specialist project delivery and change management consultancy supporting the terminal-wide rollout of SITA self-service kiosks and self-service bag drop at London Stansted Airport. This includes coordinating airlines, ground handlers, suppliers and internal teams to align scope, funding, cutover plans and operational readiness in a live airport environment. This work sits at the intersection of IT, automation and digital transformation within one of the UK’s busiest transportation hubs.
Design, Testing & Service Transition:
Driving innovation in passenger technology, new check-in, baggage and kiosk configurations are designed, tested and transitioned into service, ensuring full compliance with airport, safety and security standards. Both agile and waterfall methodologies are utilised to meet diverse operational needs across the programme.
Business Change & Assurance:
Governance and risk assurance are provided across Stansted Airport’s CAPEX, OPEX and STN-TP programmes, ensuring business change is structured, controlled and operationally viable. Risks are identified, managed and escalated through MAG Group’s CAMMS system, with structured assurance frameworks applying Prosci ADKAR, RAIDO and ISO 31000 to de-risk and stabilise change.
Operational Readiness (ORAT):
Assurance and alignment across people, processes, technology and risk management meet SOPs, CONOPS and airport stakeholder requirements for safe transition into operations. As a Certified Prosci Practitioner, the change and communications approach ensures new processes are understood, adopted and sustained by front-of-house and operations teams.
Expertise in Complex Airport Environments:
Our approach is enriched by an exemplary background in the British military, with experience across British Airways, MAG and Critical National Infrastructure. This adds an extra layer of credibility and expertise in navigating complex, regulated environments where passenger experience and operational resilience are paramount.
