Brussels Airport joins a host of other leading international airports, who are displaying real-time wait times to ease travellers minds.
Brussels Airport, one of the busiest airports in Europe with more than 23 million travellers per year, has joined an ever-growing club of international airports around the world, who use BlipTrack technology to improve the traveller experience and optimise operations.
The solution, implemented at Brussels Airport, measures traveller dwell time and flow within the airport. The collected data enables the airport to provide a positive traveller experience by displaying waiting times on screens throughout the airport and on their mobile app.
“Today, many airports display waiting times to their travelers. But typically, this is done by measuring the travel time of those people who leaving the queue. However, these times may not be accurate for those entering the queue, especially if the flow of people suddenly changes," explains Christian Bugislaus Carstens, Markerting Manager For BlipTrack at Veovo. "The BlipTrack Queue Prediction solution works by measuring the number of people in line AND the average throughput of the area. With these two measurements, a more accurate waiting time, for those entering the line, can be displayed. For example, if there are 100 people in line and the processing rate of the area is 15 people per minute, the predicted waiting time is 6,5 minutes.”
The displayed waiting times allow travellers to reduce frustration by creating realistic wait time expectations, which increases the opportunity for a positive experience, with more satisfied and relaxed travellers as a result.
Operationally, the airport uses, among other things, the data to monitor security line density, which allows management to respond promptly and efficiently to irregular operations and disruptions, by opening additional lines, to ultimately reduce processing times.
The airport has the ambition to use the solution to monitor the entire traveller process through the airport.
“BlipTrack enables Brussels Airport to monitor the quality of the terminal processes and to improve the resource planning. The collected wait time data and throughput is also used to perform consistent reporting to internal and external stakeholders,” says Ward Decaluwé, Director of Operations at Brussels Airport.
Also, JFK Airport, Amsterdam Schiphol, Geneva, Copenhagen, Dublin, Edinburgh, Cincinnati, Keflavik and Oslo are displaying wait times, based on data collected by the BlipTrack Queue Management solution.
According to a 2014 study, travellers are willing to spend up to EUR 1,00 per minute in airport concession, once he/she passes the security process. The same research shows that an extra 10 minutes spend in a security line reduces travellers´ spending in concession areas by 30 percent on average. Consequently, managing queues and flow becomes a valuable tool to generate more non-aviation revenue for the airport.
“BlipTrack was our first “innovative” push for our organization. This has subsequently paid off in operational efficiency, customer goodwill, effective supporting deployment strategies, positive organizational momentum as well as positive global press and organizational credibility.”
Chief Innovation Officer at Cincinnati/Northern Kentucky International Airport
“BlipTrack helps 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, 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 identify how passengers move through and use the airport, from the time they park, 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 our passengers.”
CEO at Billund Airport.
“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.
“The team 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. We can identify work shift problems and 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
“The solution 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 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 into 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
Chief Innovation Officer 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