December 21, 2016 8:00 am
Bristol Airport, one of UK´s fastest growing airports, is implementing the BlipTrack queue and flow management solution to help enhance the passenger experience and improve operational efficiency. The solution measures passenger flow and dwell times from Kerb-to-Gate, which enables the airport to understand how travelers move through and use the airport.
Passenger numbers exceeded the seven million milestone for the first time in Bristol Airport´s history in 2016. To ensure the passenger experience remains positive as volumes increase, the airport has enlisted the expertise of software specialists Gentrack to implement BLIP Systems´ BlipTrack Kerb-to-Gate Solution. The technology will provide the airport with a cohesive picture of guest experiences—from the moment they arrive, to when they leave, and everywhere in between.
It will enable Bristol Airport management to retrieve both live and historical information about specific patterns, such as walking routes, entrance and exit usage and time spent in specific areas—such as car parks, check-in, security, lounges, gates and more. Managers will be provided with an understanding of how disruptions or changes affect standard behaviour, and how to optimise each and every area to operate optimally.
Accurate wait times ease travelers´ minds.
As the solution collects data in real-time, it is able to provide early warning if congestion occurs. This rapid information allows the airport to take fast, proactive measures before the situation escalates.
From a traveler’s perspective, when the last phase of the central search development is complete, the airport will be able to provide a positive travel experience by displaying accurate queue times on screens. This will allow passengers to reduce frustration by creating realistic wait time expectations.
The solution consists of dedicated WiFi/Bluetooth sensors and a sophisticated analysis platform. Bristol Airport is able to extract any combination of data, both real-time and historically, to provide the desired output. For example, management can review how long a typical customer spends in the check-in area. This pattern can be averaged over a day, a week, a month, as well as for a specific carrier, destination, time of day and more.
Paul Davies, Operations Director, Bristol Airport said: “We wanted to introduce a state-of-the-art technical solution to the challenges airports face in improving customer flow management in the terminal. We had very high expectations prior to the introduction of the system, and I am very happy to say that the outcome has proved very successful. The system has capabilities of further enhancements which will provide other long term solutions in the future.”
“To understand and improve individual areas of airport operations, it is important that the traveler’s journey is seen as a single process, rather than as a string of isolated events. The understanding that all individual events influence each other is key to unlocking potential gains. Accurate flow and dwell time information helps to understand, optimize and improve airport process, and to maintain acceptable waiting times” says Christian Bugislaus Carstens, Marketing Manager at BLIP Systems.
“Airport queues are amongst the most frustrating passenger experiences during a journey. By implementing BlipTrack, Bristol Airport will be able to analyse the situation in real-time as well as predict any potential issues and act accordingly," says Ilya Burkin, Business Development Manager at Gentrack.
Bristol Airport joins a host of other UK airports, including Manchester, Dublin and Edinburgh, who are using the solution in optimisation efforts. BlipTrack is also deployed in the city of Portsmouth and the Port of Dover to help ease traffic woes. Internationally, more than 30 international airports use the Danish technology, including Schiphol Airport in Amsterdam, JFK Airport in New York, Copenhagen, Oslo, Geneva, Brussels, Cincinnati and Auckland. The solution is also implemented in road traffic in Bangkok, Switzerland, New Zealand, Denmark, Sweden, Norway, Canada and Ireland. In recent years, is has been rolled out in train stations in Holland, ski resorts in the US, amusement parks in the UK, and at events all over the world.
“We had very high expectations prior to the introduction of the system, and I am very happy to say that the outcome has proved very successful. The system has capabilities of further enhancements which will provide other long term solutions in the future.”
Operations Director at Bristol Airport
“With BlipTrack we are able to keep our passengers fully informed24/7 – both in the terminal and online – about what to expect at security. At peak times, up to 3,000 passengers an hour travel through security and our aim is to make that experience as smooth as possible whilst ensuring safety – BLIP Systems helps us do that.”
Chief Operating Officer at Edinburgh Airport
“BlipTrack has helped us to resource our operations on the day, and to identify pinch points and potential build ups. The very accurate data is used by our staff to monitor operations, and has enabled us to provide an optimum passenger experience by displaying accurate queue wait times.”
Technology Projects Manager at Dublin Airport Operations
“BlipTrack enables us to monitor the quality of the terminal processes to improve resource planning, and to perform consistent reporting to internal and external stakeholders.”Read more
Director of Operations at Brussels Airport
“BLIP Systems provides us with valuable insights in passenger processes. The insights are used to continuously improve our performance together with our stakeholders. BLIP Systems has proved to be a reliable partner, with a clear understanding of our needs.”
Martijn Van Boxtel
Operational Manager Terminal Logistics at Schiphol Group
“BlipTrack provides us with valuable real-time insights about passenger queue time dynamics. It helps our managers to secure low queue times at minimum cost, and also provides our Analysis Department with direct feedback on their forecasting performance.” Read more.
Head of Operational and Business Analysis at Copenhagen Airports
“BlipTrack helps us manage and eliminate potential problem spots within the facility. Sharing the processing time with our travelers provides them with peace of mind, so they may continue to expect a pleasant travel experience.” Read more
Gert-Jan de Graaff
President and CEO of JFKIAT
“BlipTrack provides us with immediate visibility to the customer experience and resource effectiveness with throughput planning. The solution allows us to put the customer at ease at a critical stress point and reinforces our expectations around superior customer experience.” Read more
Vice President, Customer Experience at CVG
“BlipTrack provides valuable information that helps everyone manage expectations, especially when lines get long. The solution alerts airport employees about developing bottlenecks which allows them to react to the situation more quickly.” Read more
Vice President at JFKIAT
“BlipTrack has enabled CVG to continue our close collaboration with TSA to ensure that the passenger experience is one that enhances the journey experience rather than detract from it.” Read more
CEO at Cincinnati Airport
“We use BlipTrack to see when levels of service are breached and locate the reasons. It help us to identify work shift problems and to make more informed decisions.”
Guðmundur Karl Gautason
Manager – Operation Research at Keflavik Airport.
“BlipTrack allow us to gain a good understanding of check-point dynamics, and most importantly, our customers benefit directly by getting a better service.”
Project Manager Landside Operations at Genève Aéroport