Short-haul planes leaving Amsterdam Airport Schiphol are criticized and/or disliked by many groups, including society, the government, and Actieagenda trein en luchtvaart 2020 (Rijksoverheid, 2020). Due to public opinion and political pressure, the airport is challenged to improve its sustainability. Since the airport relies heavily on hub-connected flights and has public transport nearby, integrating the buses and trains can help enhance the hub-and-spoke model of Amsterdam Airport Schiphol.

The client is investigated to understand the direction of the outcome. Internal analysis of the company revealed that the airport aims to be the most high-quality airport in the world (Schiphol Group, 2021). To achieve this, the company offers commodities that are (related to) infrastructure and facilities that support this infrastructure. With this, the company mainly relies on digitally supported services. This report concludes that facilitating what is within the transfer is the responsibility of RSG as per their current expertise. Additionally, the company's collaborations show they are committed to knowledge exchange and new business insights, including politics, proving they are "business creators." As a result, this project is shaped around these skills.

To understand how to create seamless passenger transfers, the problem is investigated. The literature review revealed that factors influence passengers' transfer experience: information and signage, distance, ticketing services, safety and security, special services, cleanliness and maintenance, commercial services, baggage services, and environment. To achieve high quality, the passenger has to perceive these as high quality. The research revealed that the less cognitive effort a passenger needs with the factor, the more seamless the travel is. With this in mind, the status quo of Amsterdam Airport Schiphol is understood via an explorative research approach. This graduation zoomed into the bi-modal product offered by KLM and Thalys.

The information and ticketing services must be improved for quality improvement within the current product. By looking at the offer at three comparable airport hubs, insights into the factors influencing the passenger experience have been gained. After an iteration of these ideas, evaluation sessions are held with internal stakeholders to make the ideas impactful and feasible. A session with KLM is held to evaluate the ideas. The evaluation sessions are analyzed to get a deeper understanding of the ideas. The ideas are put on three horizons, each based on priority. As for implementation, the airport depends on the airlines and train operators; the strategy for success is to create a clear, quick and easily implementable plan. To achieve this, the plan describes responsible parties. The ideas are put on three horizons, each based on priority:
1. Improvements to the current system.
2. Seizing the full potential of the current systems.
3. Changing the system
The ideas are: creating an online boarding pass, putting the departure terminal on the boarding pass, and creating a video to explain the transfer. Integrating the applications will be done, and digital wayfinding will be more feasible later. 
The implementation roadmap explains the steps to create more seamless bi-modal passenger transfers. There are two strategies: either waiting for adoption or promoting adoption.

This thesis describes the process for improving the bi-modal journey at AMS and concludes with an implementation roadmap, a conclusion, discussion, limitations, and recommendations.

In the era of increasing global connectivity, Schiphol Airport aims to transform into a Multimodal Transport Hub (MTH) to meet the growing demand for seamless travel experiences. This shift from the traditional hub-and-spoke model to an MTH not only enhances passenger satisfaction but also positions Schiphol as a leader in the aviation industry and the Dutch global city region.
The transition to an MTH aligns with the global trend of promoting sustainable transportation alternatives, emphasizing the importance of integrating various transport modes to create efficient and user-friendly connections. Royal Schiphol Group (RSG) is committed to develop the world’s most sustainable and high-quality airports, reflecting the societal push for responsible transport systems.
The mobility industry’s increasing focus on the intersections of various transport subsystems emphasizes the need for integrated services and a seamless journey experience. By adopting the role of an MTH, Schiphol can meet the evolving expectations of travellers.
However, implementing a multimodal service and infrastructure is complex, and understanding passenger dynamics, constraints, and needs during intermodal transfers is crucial. Schiphol already serves as a hub between various transport modes, but there is a lack of insights into non-air travellers, including as bus and train travellers.
To bridge this knowledge gap and enhance rail-bus transfers, this project aims to design a support system for the S&AP department of RSG. This system will provide valuable insights into traveller needs and desires during rail-bus transfers. These insights will serve as argumentation for decision-making in construction projects. Through these insights, Schiphol can make well-informed decisions to enhance passenger satisfaction, streamline the rail-bus transfer process, and ultimately solidify its position as a customer-centric MTH.
The core objective of this project is the development of a support system that utilizes analysed data to present traveller preferences. To achieve this goal, various aspects require comprehensive understanding, which is categorized into three key themes,
First, the support system needs to create value for RSG by providing insights relevant to the organization and ensuring these insights contribute to the company’s objectives.
Secondly, the support system must be optimized for usability and interaction, ensuring that RSG employees can easily access the desired insights.
Lastly, there needs to be a seamless integration of the support system into RSG’s workflow, system operation and digital environment.
The support system should provide valuable insights but must avoid overloading users with information. Therefore, it focuses on three key aspects: differences between travellers, their needs and desires, and the transfer direction between bus and train. The system’s architecture enables users to specify their preferences and receive insights tailored to their criteria. To strike a balance between providing in-depth insights and maintaining a clear overview, the system categorizes traveller needs and desires into six main categories, with the option to explore detailed insights within each category.
The system design has been validated through usability studies and consultations with relevant departments, aligning with the organization’s workflow. In conclusion, the project has successfully met all criteria, indicating that the support system adds substantial value to RSG.