Cincinnati/Northern Kentucky International Airport (CVG) with local Transportation Security Administration (TSA) collaboration is using live and empiric data to identify irregularities at the security checkpoint. Thanks to BlipTrack technology, this recently awarded Skytrax best world airport serving 5-10 million passengers is experiencing better resource utilisation and smoother passenger processing.
In 2016, CVG achieved its best ranking in the 21-year history of the U.S. Department of Transportation airfare report. It also experienced its highest passenger traffic volume since 2005, with almost seven million passengers passing through this international transport hub.
To keep the passenger experience positive, even as carrier and traveller numbers continue to rise, the airport implemented BlipTrack queue and flow technology at TSA checkpoints during 2014. The airport was the first in the United States to utilise this solution, which allows them to measure, understand and improve the traveller experience, and to better plan and allocate resources in cooperation with TSA.
After one year of use, the airport was in a position to announce that, due to the data they had gathered using BlipTrack, they had successfully reduced TSA security line wait times by one third. In a 2015 report produced by Purdue University, standard wait times had dropped by nearly over four minutes from 13.2 minutes to 8.9 minutes, compared to 2011.
In 2016, the TSA grabbed headlines across the country as passengers slogged through frustratingly slow-moving lines.
"Fortunately, CVG did not experience extensive queue times during the 2016 peak summer travel season as other airports across the country clamoured for adjustments and lobbied for additional TSA staffing," says Mindy Kershner, Sr. Manager, Public & Government Affairs at CVG. "We demonstrated more efficient scheduling, via predictive analytics, which negated the immediate need for staffing increases."
“Before BlipTrack, our peak wait times were 45 minutes and higher. Now, our peak wait times are beneath 30 minutes, with the average wait times well below 15 minutes for general security and below five minutes for PreCheck,” says Brian Cobb, Vice President of Customer Experience at CVG.
Since then, the airport has gradually expanded the solution and added new features to help streamline operations further and continue improving the passenger experience. Passenger-facing wait time monitors and CVGairport.com interfaces provide immediate wait-time status, easing natural travel anxieties associated with queue lines and setting realistic expectations. Additionally, CVG has gone so far as to establish service level agreement (SLA)-like standards for self-accountability, ensuring average wait times below 15 minutes are consistently delivered. For the second quarter ending June 2017, the average wait time for expedited screening registered at 11min28sec. This is somewhat significant given CVG’s surge in peak-day checkpoint throughput from 10,000 to over 15,000 during the same period.
Stephen Saunders, Senior Manager of Terminal Operations at CVG explains: “We have added a new feature that allows us to understand the pattern of how lanes are being utilised throughout the day. This helps us better understand TSA’s lane utilisation on any given day. Our future goal is to pair this information with passenger show-up profiles and wait-time inputs to complete a story of how the check point is operating as a whole, and help the TSA develop lane open/close plans based on predicted throughputs.”
“We have used tangible data to work with our partners at TSA to adjust officer start time. We previously noticed a high spike in queue waits during our heaviest early bank of morning flights, levelling off after about 7:30. We collectively identified TSA schedules were misaligned with the flight schedules. Later security lane openings by as little as 15 minutes were incapable of catching up to and meeting the passenger demand surge. Because of this data, we recommended staffing adjustments to the local TSA leaders, which ultimately passengers and airlines benefited as evidenced by a near-immediate reduction in wait times below target and customer compliments via the Airport’s social media platforms. We remain engaged with TSA HQ in an attempt to collaborate to make real changes using this technology,” says Saunders.
CVG and BLIP Systems are working together to expand the solution to the outside of the terminal and throughout the airport grounds, to amplify the passenger experience. CVG is hopeful to gain a better understanding of improved parking data analysis to discover whether more passengers are using off-site competitor parking lots, and show where passengers dwell once inside their facilities.
Brian Cobb, Vice President of Customer Experience at CVG, elaborates that it helps them both target their marketing and better compete in an area where the race for passengers is fierce.
"It's the "old real estate adage of 'location, location, location,'" says Cobb, explaining how the data could point to where the busiest parts of the terminal are, and may be the best location for a new restaurant or retailer."
“Our hope would be to expand the BlipTrack technology throughout the airport, to better understand the passenger journey from start to finish, well beyond the security checkpoint. Once we better understand the passenger journey, we can make strategic decisions, to better utilise our facilities. This allows us to demonstrate to our passengers the ease of use of our facilities and can help in calming their travel anxieties. Our goal is to use the data to create an unforgettably positive passenger experience,” ends Stephen Saunders.
“Our use of the technology has proven quite successful. It has enabled CVG to continue our close collaboration with TSA to ensure that the passenger experience is one that enhances the journey experience not detracts from it. Our significant investments in our facilities and the solution ensures we use them as effectively and efficiently as possible,” said Candace McGraw, CEO at CVG.
“BlipTrack was a critical investment. The data has provided valuable insight into our operational performance across both our assets and processes. Most importantly, it has enabled us to have meaningful conversations with our key operational stakeholders and vendors, as we collectively seek to improve the passenger experience.”
Manager - Passenger & Terminal Operations at Auckland International Airport Limited
“It´s been an excellent project with great support from the design, installation and technical team. The BLIP Systems´ team are a credit to the organisation and have helped the airport immensely, with data analysis and reporting.”
Head of Terminal Operations at Birmingham International Airport
“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 identify time periods where passenger wait times exceed 10 minutes, thereby allowing us to assess schedule deficiencies and taxi dispatches. The data has greatly helped improve the customer experience by providing us the ability to schedule taxis to be available when needed.”
David J. Boenitz
Director of Ground Transportation at San Diego International 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
“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 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