June 7, 2016 11:11 am
Keflavik Airport uses BlipTrack Wi-Fi sensors to display wait times and optimize staff resources in real-time.
Keflavik Airport one of the fastest growing tourist – and transit – destinations in Europe, has joined an ever growing club of international airports around the world, who uses Wi-Fi sensors to improve the traveler experience and optimize operations. The solution, which monitors passenger queue and dwell times within the airport, enables Keflavik Airport to provide a positive experience by displaying waiting times to passengers and real-time data to airport resource planners.
Iceland’s Keflavik Airport has been expanding and is Iceland´s main hub for 25 international airlines. It has more than doubled its passenger numbers between 2010 and 2015 and is expected to handle 6.7 million passengers in 2016.
Real-time data help the airport to understand and improve.
To help handle the increasing passenger numbers smoothly and efficiently, the airport enlisted the expertise of Lockheed Martin to design and implement the BlipTrack solution from Denmark-based BLIP Systems. Installed in more than 25 airports globally, BlipTrack helps Keflavik to measure passenger movement through the terminal in real-time so they can understand and improve the operation.
Travelers help themselves by carrying a mobile device.
“The data comes from sensors that monitor passenger’s mobile devices as they move through the airport. By measuring individual travel times, from queue entrance to exit, and the number of people in line, measured and predicted wait time, for people entering the line, can be calculated and displayed,” explains Christian Bugislaus Carstens, BLIP System’s marketing manager. “The sensors only register each device’s unique ID and does not pick up any sensitive personal information. The unique ID is also encrypted in the sensor, making it impossible to identify the mobile device afterwards.”
Wait time screens ease passenger frustration.
From a passenger perspective, the solution has allowed the airport to display waiting times on screens and on the airport’s website which helps to keep the traveler informed, reduces frustration and delivers a more stress free, pleasant transit experience.
Prompt response to irregular operations.
Operationally, the airport uses the data to monitor security line congestion which allows management to respond promptly and effectively to irregular operations and disruptions, to ultimately reduce processing times.
“We use the data to see when levels of service are breached and to find out the reasons. This has helped us to identify the problems we had with our work shifts starting a bit too late. Before installing the solution, we noticed this issue but did not have the valuable information at hand, to actually be able to quantify the problem. Now we are able to make more informed decisions in security,” says Guðmundur Karl Gautason, Project Manager - Operation Research at Keflavik Airport.
The data is also used to provide minute-by-minute live forecasts of waiting times. This enables the airport to adjust plans if expected wait times deviate from original forecasts, preventing queue build-up and avoiding potential KPI violations.
Future development plans
“We are seeing improvements in our resource planning anecdotal feedback suggests that our passengers are happy”, said Hanna M. Hermannsdóttir, Specialist in operation research at Keflavik Airport. “Moving forward, we are actively engaged with Lockheed Martin and BLIP Systems to explore how we can extend the measurement to include other areas and processes within the terminal”.
“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 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 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 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
“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 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 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