With the help of BlipTrack and best practice security checkpoint planning, Genève Aéroport (GVA) has been able to reduce waiting times by half and increase satisfactory performance days more than five times.
Genève Aéroport (GVA), which is the 2nd busiest airport in Switzerland, has taken the passenger experience and operational efficiency to higher levels. By the end of 2014, GVA improved the existing security checkpoint layout and process and increased the number of staff to cater for the increasing number of passengers. With these measures, GVA has been able to reduce the average waiting time at security by 51% from an average of 7 minutes to 3.5 minutes. Also, the airport has increased the number of days with satisfactory performance more than five times (from 54 days in 2014 to 297 days in 2015).
Equally, in 2014 a strategic decision was taken to optimise the planning and performance evaluation of the security checkpoints at GVA. The airport adopted BlipTrack to tune the utilisation of the resources and create operational and managerial visibility with the help of real-time measurements and advanced data intelligence.
The solution measures and analyses all the key factors for queue development, such as real-time queue and dwell time measurements, using BlipTrack sensors, passenger forecasts vs actual, how the actual opening of lanes complies with the plan and production per lane. The insights enable the airport to evaluate why the queue evolved as it did and to analyse where to focus on improvements.
With this information, the airport is today able to quickly pinpoint the drivers of poor performance, such as inaccurate forecasting or the lack of staff. It has enabled GVA to plan staffing patterns better and respond promptly and efficiently to irregular operations and disruptions, preventing bottlenecks.
The improvements have enabled GVA to set new ambitious standards of service. Today the airport aims for 85% of all passengers experiencing less than seven minutes of waiting time in the security process and that no passengers are allowed to wait more than 20 minutes.
“The security planning organisation has been taken to new levels with accurate and trusted plans. This has allowed us to plan for the days ahead, but also to make unique daily plans for a whole year in advance. This has significantly increased the quality of the budgeting and capacity planning.” says Ruben Jimenez, Head of Security at Genève Aéroport.
“BlipTrack have provided us with powerful tools which have allowed us to gain a good understanding of the security check-point dynamics. In combination with the operational experience of our security staff, we work in a more and more proactive way. And most importantly our customers benefit directly by getting better service. We are looking forward to have Veovo by our side on our way forward.” says Anita Filli, Project Manager Land-side Operations.
“We value the long-term cooperation with Genève Aéroport and their professional and innovative approach in using data to ensure efficient operations and passenger satisfaction. It has been a privilege to work with such dedicated people, from the first BlipTrack installations at Central Security to now include several other airport processes, and from being used solely for measurements to also include prediction. We look forward to be a part of Genève Aéroport ´s ongoing plan in becoming one of Europe's most progressive and service-minded airports,” says Kim Hermansen, Engineer for BlipTrack at Veovo.
BlipTrack is successfully employed in optimisation efforts in more than 25 international airports, including Schiphol Airport in Amsterdam, JFK Airport in New York, Copenhagen, Oslo, and Auckland. The solution is also implemented in road traffic in Switzerland, New Zealand, USA, UK, Denmark, Sweden, Norway, Canada and Ireland. In recent years, the solution has also been rolled out in ports in Denmark and UK, train stations in Holland, ski resorts in the USA, amusement parks, and at events all over the world.
The implementation of BlipTrack will help to ensure that passengers experience a quick and easy passage through this stage of the journey, and significantly increase the opportunity for a positive experience throughout the airport.”
Airport Director at Bergen Airport
“With BlipTrack we have coverage at our fingertips 24 hours a day, seven days a week. We can record information more consistently, enabling us to use service level agreements more fairly—not just over selected periods. This rapid information allows us to take fast, proactive measures before the situation escalates.”
Head of Operations Support at Bristol Airport
“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
”BlipTrack helps us to identify how passengers move through and use the airport, from the time they park, to when they leave, and everywhere in between. It enables us to look for patterns through the day/week, to see the impact of the various actions we implement, to reduce bottlenecks and wait time for the passengers.”
CEO at Billund Airport.
“Avinor has used the BlipTrack solution since 2009. We value the long-term cooperation and their professional approach in providing us with technology and data to ensure efficient operations and passenger satisfaction.”
Lars Erik Flatner
Head of ICT Portfolio at Avinor.
“It´s been an excellent project with great support from the design, installation and technical team. The team behind BlipTrack 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 can keep our passengers fully informed 24/7 – both in the airport terminal and online – about what to expect at the security process. At peak times, over 3,000 passengers an hour travel through security, and our aim is to make that experience as smooth as possible whilst ensuring safety – BlipTrack 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.
“BlipTrack enable us to see when levels of service are breached and locate the reasons. It helps us identify work shift problems and to make more informed decisions.”
Guðmundur Karl Gautason
Manager – Operation Research at Keflavik Airport.
BlipTrack has provided us with powerful tools which have allowed us to gain a good understanding of the security 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
“BlipTrack provides us with valuable insights in passenger processes. The insights are used to continuously improve our performance together with our stakeholders.
Martijn Van Boxtel
Operational Manager Terminal Logistics at Schiphol Group
“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 Cincinnati/Northern Kentucky International Airport
“With the automatic BlipTrack measurings, we now know precisely how many passengers to expect at the passport control at specific hours, and based on that we can reduce tailbacks.”
Kaj Lykke Majlund
Commanding Police Officer at Copenhagen Airport
“Bliptrack enables us to continually refine, evaluate and improve key operational processes.” Read more
Contract Manager at Oslo Airport
“BlipTrack has given us a dynamic and valid tool to document our performance against service level agreements, and also to ensure that the right numbers of staff are in the right place, at the right time, for our passengers.” Read more
ATM Policy and Planning Manager at Manchester 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
“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 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 gives us a clear picture of passenger movements, allowing us to provide the best customer service and proactively manage service levels before any issues arise.”
Head of Customer Care at Milano Malpensa Airport
“BlipTrack 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.”
CEO at Cincinnati/Northern Kentucky International Airport