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.
“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
“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 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 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 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 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 continually refine, evaluate and improve key operational processes.” Read more
Contract Manager at Oslo 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 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
“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 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 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 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 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 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 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
“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
“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
“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.
”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.
“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
“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
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