November 11, 2016 7:23 am
Brussels Airport joins a host of other leading international airports, who are displaying real-time wait times to ease travelers minds.
Brussels Airport, one of the busiest airports in Europe with more than 23 million travelers per year, has joined an ever growing club of international airports around the world, who use sensor technology to improve the traveler experience and optimise operations.
The solution, implemented at Brussels Airport, measures traveler dwell time and flow within the airport. The collected data enables the airport to provide a positive traveler experience by displaying waiting times on screens throughout the airport and on their mobile app.
“Today, many airports display waiting times to their travelers. But typically, this is done by measuring the travel time of those people who leaving the queue. However, these times may not be accurate for those entering the queue, especially if the flow of people suddenly changes," explains Christian Bugislaus Carstens, Markerting Manager at BLIP Systems. "The BlipTrack Queue Prediction solution works by measuring the number of people in line AND the average throughput of the area. With these two measurements, a more accurate waiting time, for those entering the line, can be displayed. For example, if there are 100 people in line and the processing rate of the area is 15 people per minute, the predicted waiting time is 6,5 minutes.”
The displayed waiting times allow travelers to reduce frustration by creating realistic wait time expectations, which increases the opportunity for a positive experience, with more satisfied and relaxed travelers as a result.
Operationally, the airport uses, among other things, the data to monitor security line density, which allows management to respond promptly and effectively to irregular operations and disruptions, by opening additional lines, to ultimately reduce processing times.
The airport has the ambition to use the solution to monitor the entire traveler process through the airport.
“BlipTrack enables Brussels Airport to monitor the quality of the terminal processes and to improve the resource planning. The collected wait time data and throughput is also used to perform consistent reporting to internal and external stakeholders,” says Ward Decaluwé, Director of Operations at Brussels Airport.
Also JFK Airport, Amsterdam Schiphol, Geneva, Copenhagen, Dublin, Edinburgh, Cincinnati, Keflavik and Oslo are displaying wait times, based on data collected by the BlipTrack Queue Management solution.
According to a 2014 study, travelers are willing to spend up to EUR 1,00 per minute in airport concession, once he/she passes the security process. Same study shows that an extra 10 minutes spend in a security line reduces travelers´ spending in concession areas by 30 percent on average. Consequently, managing queues and flow, becomes an important tool to generate more non-aviation revenue for the airport.
“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
“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
“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