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 is critical to the achievement of OSL’s vision that passengers have an excellent experience at the airport. It includes ensuring efficiency across the security area, with specific goals that are regularly reviewed to optimise processes and staffing. In conjunction with these goals, it is vital that passengers’ experience of security - including their perception of waiting time - is in line with this vision. 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 promptly.
After an in-depth review and tendering process, OSL chose to implement the BlipTrack queue management solution in December 2009. It has 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 utilising the BlipTrack data to display live waiting times on screens within the departure area, their website 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.
“BlipTrack 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 minimised.
Ever-increasing global travel volume is having a severe impact on airports like New Zealand’s Auckland International, which saw over 19 million passengers last year. The airport is taking the increased passenger flow and logistics issues seriously, using a unique combination of traffic and passenger flow measurement technology. The result? Faster travel times, acceptable wait times, less passenger stress and a wealth of information that helps the airports and the city to plan resources more efficiently.
Auckland - a growing hub for travel
Auckland Airport expects to host over 40 million passengers annually by the year 2044. To cope with the increase in passenger load, the airport embarked on a wide-ranging and world first combined passenger-flow and road-traffic measurement project, with the goal of obtaining a cohesive real-time view of people movement patterns, to guide daily and long-term operational decisions, maximise capacity and improve flow.
In its build, the airport has opted to aim for sustainability, while ensuring that they will not only have the capacity to handle the extra people, but also the capability to make the passenger journey as smooth and stress-free as possible.
Keeping things flowing
Smooth passenger flow, both in the arrival and departure terminals, and the concession and transit waiting areas, as well as on the roads surrounding the airport, is critical to the successful operation of an airport.
Issues with traffic flows can result in delays for passengers, airport staff and airline crew, resulting in disruptions to airport and airline operations.
To manage both passenger and traffic flow, Auckland Airport realised they needed to have a bird’s-eye view of the entire system, as well as detailed, up-close analysis of ongoing issues. They also needed a way to act when things start to bottleneck.
With several traffic monitoring projects in New Zealand, using the same technology, infrastructure consultants Beca was commissioned to extend the solution across the airport’s roading infrastructure. It now provides the airport with a seamless picture of traffic flow information between the airport and Auckland CBD (Central Business District, also called the city centre).
How it works
On the Road
Outside the airport, the solution measures traffic flow between the CBD and the airport, providing real-time data on reliability, vehicle counts and travel time.
It provides data about the mix of staff and passengers using the Park and Ride facility, enabling the airport to understand the performance better and regularly review how they can improve their facilities. This information is also analysed to help planning decisions for road network maintenance and infrastructure projects.
The insights, collected using a range of technologies, including radar and WiFi sensors, also help the New Zealand Traffic Agency (NZTA) to make informed traffic management decisions and has allowed for the implementation of a number of initiatives to improve the traffic flow to the airport. It includes optimising traffic signal timings, and combined with the recent opening of the newly constructed Waterview connection, has resulted in significant travel time cuts to and from the airport from the CBD and West Auckland.
Also, the real-time and historical BlipTrack data enables NZTA, via their new app RideMate and online, to display live travel times between the CBD and airport, as well as informing about days with a high risk of congestion. It enables road users to plan ahead, reducing both the risk of travellers missing their flight and airport employees coming in late for work.
Besides the benefits of real-time reporting, the historical data is used to detect driving time anomalies. Effectively, this means that the solution can pinpoint road sections and intersections where driving times deviate from the norm as a result of construction projects, incidents, roadwork, faulty traffic lights and other factors. With this information at hand, real-time traffic management can take place.
Richard Young, Senior Associate at Beca, says: “The intelligence that BlipTrack is delivering has already proved its value, by providing automated alerts on delays on vulnerable corridors, real-time counts on traffic flows and delays, and intelligence on the origin and destination of vehicle movements into the airport and to terminals and car parks.”
In the airport
Inside the airport, the solution provides metrics on passenger queue times and volume, as well as insight into passenger movement patterns throughout the international and domestic terminals´ departure and arrival processes.
It helps the airport better manage and support resources by focusing on high-demand locations and periods. Likewise, the data directly benefits passengers by displaying wait times at security checkpoints, managing passenger expectations and reducing queue-related stress.
Mark Croudace, Manager – Operations at Auckland International Airport, says: “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.”
Changing the face of travel
Numerous other international airports, including Amsterdam Schiphol, Copenhagen, Dublin, Brussels, Bristol and Billund, are following suit. These airports have recognised that comprehensive, seamless passenger flow data is indispensable in guiding physical expansion plans, and for streamlining operations to accommodate rapid passenger volume growth, without compromising the passenger experience.
“By having Auckland Airport and Beca working together, and by sharing data between multiple solutions, BlipTrack provides a solution that no other product in the industry can currently reproduce – large-scale, seamless, door-to-door movement management between different modes of transport. And because it´s not only limited to certain areas, it can be considered as one of the first real, tangible steps to true multimodal traffic management,” ends Peter Knudsen, CEO of BLIP Systems.
Besides providing airports around the world with seamless passenger flow data, the solution is employed in optimisation efforts in road traffic applications in Switzerland, Thailand, Canada, the UK, Denmark and Sweden. In recent years, it has been rolled out in ports, train stations, ski resorts, amusement parks, and at events around the world.
Auckland Airport Take to the Streets to Boost City-to-Gate Passenger Experience.
“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