September 19, 2016 8:05 am
Since 2009, Oslo Gardermoen International Airport (OSL) has used the BlipTrack queue management solution to improve resource efficiency and to display live security waiting times.
As one of Europe’s leading airports, OSL retains ambitious service quality indicators to ensure they remain among the continent’s most efficient airports, particularly in the face of increased passenger numbers and terminal capacity constraints.
It critical to the achievement of OSL’s vision that passengers have an excellent experience at the airport. This includes ensuring efficiency across the security area, with specific goals that are constantly reviewed in order to optimize processes and staffing. In conjunction with these goals, it is key that passengers’ experience of security - including their perception of waiting time - is in line with this vision. In order to facilitate informed decision making and continuous improvement, OSL required accurate historical and real-time data, with passenger waiting time central to performance measurement and staff planning.
OSL has previously measured passenger waiting time manually. This process proved extremely time consuming and challenging to communicate to passengers in a timely manner.
After an in-depth review and tendering process, OSL chose to implement the BlipTrack queue management solution in December 2009. The solution have since then provided the airport with valuable information to optimise and improve capacity planning and performance monitoring across the Airport.
BlipTrack has been central in assisting OSL and their suppliers identify and manage spikes in passenger demand across each operational day, resulting in reduced queue times thanks to passenger-aligned resourcing.
OSL is also utilizing the BlipTrack data to display live waiting times on screens within the departure area, their web site and mobile application. The continually updated information enables passengers to plan accordingly, reducing the stress levels associated with queuing and ensuring they remain informed throughout the screening process.
“BLIP Systems´ solution enable us to continually refine, evaluate and improve key operational processes“, said Bjorg Hill, Contract Manager Terminal Security at Oslo Airport.
With capacity and space restraints in the terminal, displaying waiting times has provided better possibilities for the passengers to select the fastest moving queue, balancing the load in different areas and ensuring wait times are minimized.
“Bliptrack enables us to continually refine, evaluate and improve key operational processes.” Read more
Contract Manager at Oslo Airport
“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 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.
“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
“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 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 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