August 10, 2016 10:48 am
The use of BlipTrack sensors has helped Dublin Airport to efficiently manage queues for greater processing efficiency and to display real-time wait times, to improve traveler experience.
In 2015, more than 25 million passengers traveled through Dublin Airport - the airports best ever year. Despite the increase in popularity, the expectations of passengers and airlines alike remain high. The travelling public expect a stress-free journey through the airport, the regulator expects security wait time SLA’s to be achieved and airlines expect to achieve on-time-departures. The big challenges facing Dublin Airport for the next 20-25 years is the increase in passengers.
To help monitor and handle the increasing passenger numbers smoothly and efficiently, going through the same size airport, Dublin Airport enlisted the expertise of Lockheed Martin to design and implement the BlipTrack solution from Denmark-based BLIP Systems.
The data allows the airport to respond promptly and effectively, if lines are becoming congested, to ultimately reduce processing times. In addition, the data is used to provide minute-by-minute live forecasts of waiting times for the remaining hours of the day. It enables the airport to adjust plans if expected wait times deviate from original forecasts, preventing queue build-up and avoiding potential KPI violations.
“We have deployed the technology at our key pinch points throughout our airport, including Security and Immigration. We use the information to help resource our operation on the day and to identify pinch points, and potential passenger build ups. The predictive data has proved to be very accurate, and is used by the staff to monitor the operation and is also the queue time that is displayed on our mobile application and monitors around the airport”, says John Seely, Technology Projects Manager at Dublin.
“It tells us how many passengers have passed through a point at a given time. This gives us an exact real-time piece of information of about how long it took a group of passengers just to pass from one point to another point. Effectively ensuring that every passenger who comes through the building, gets to their gate on time, and that their flight departs on time, gives them the best experience that they possible can have”, says David Nugent, Terminal Two Operations Manager at Dublin Airport.
“I think it's really important that passengers have an idea that it is going to take them possible approximately 20-25 minutes to get through the security screening area. Having this information to hand means they are more relaxed when they come through, they don't just see it as a queue with no end in sight. They know that it's going to take them that length time”, says Karen Smyth, TI Security Duty Manager, DAA
“In order to improve traveler satisfaction, comply with service-level agreements and evaluate key performance indicators, it is important that the managers at Dublin Airport are able to measure and subsequently improve the flow and queue waiting times. The uncertainty around how long the queue process will take weighs heavily on the mind, particularly when confronted with what appears to be a lot of people in line in front of you. Displaying estimated wait times allow travelers to reduce frustration by creating realistic wait time expectations.” explains Christian Bugislaus Carstens, Marketing Manager at BLIP Systems.
The system has helped Dublin Airport to ensure that their passengers spend no longer than half an hour in the queue for security checks.
Also JFK Airport, Amsterdam Schiphol, Barcelona El-Prat, Copenhagen, Cincinnati, Keflavik and Oslo are displaying real-time wait times, based on BlipTrack data, to relieve stress and improve the passenger experience.
“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
“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
“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
“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