The use of BlipTrack sensors has helped Dublin Airport to efficiently manage queues for greater processing efficiency and to display real-time wait times, to improve traveller experience.
In 2015, more than 25 million passengers travelled through Dublin Airport - the airports best year ever. Despite the increase in popularity, the expectations of passengers and airlines alike remain high. The travelling public expects a stress-free journey through the airport, the regulator expects security wait time SLA’s to be achieved, and airlines hope to achieve on-time-departures. The significant challenges facing Dublin Airport for the next 20-25 years is the increase in passengers.
To help monitor and handle the increasing passenger numbers smoothly and efficiently, going through the same size airport, Dublin Airport implemented the BlipTrack solution.
The data allows the airport to respond promptly and efficiently, if lines are becoming congested, to ultimately reduce processing times. Also, the information is used to provide minute-by-minute live forecasts of waiting times for the remaining hours of the day. It enables the airport to adjust plans if expected wait times deviate from original estimates, preventing queue build-up and avoiding potential KPI violations.
“We have deployed the technology at our key pinch points throughout our airport, including Security and Immigration. We use the information to help resource our operation on the day and to identify pinch points, and potential passenger build ups. The predictive data has proved to be very accurate, and is used by the staff to monitor the operation and is also the queue time that is displayed on our mobile application and monitors around the airport”, says John Seely, Technology Projects Manager at Dublin.
“It tells us how many passengers have passed through a point at a given time. This gives us an exact real-time piece of information of about how long it took a group of passengers just to pass from one point to another point. Effectively ensuring that every passenger who comes through the building, gets to their gate on time, and that their flight departs on time, gives them the best experience that they possible can have”, says David Nugent, Terminal Two Operations Manager at Dublin Airport.
“I think it's really important that passengers have an idea that it is going to take them possible approximately 20-25 minutes to get through the security screening area. Having this information to hand means they are more relaxed when they come through, they don't just see it as a queue with no end in sight. They know that it's going to take them that length time”, says Karen Smyth, TI Security Duty Manager, DAA
“In order to improve traveler satisfaction, comply with service-level agreements and evaluate key performance indicators, it is important that the managers at Dublin Airport are able to measure and subsequently improve the flow and queue waiting times. The uncertainty around how long the queue process will take weighs heavily on the mind, particularly when confronted with what appears to be a lot of people in line in front of you. Displaying estimated wait times allow travelers to reduce frustration by creating realistic wait time expectations.” explains Christian Bugislaus Carstens, Marketing Manager for BlipTrack at Veovo.
The system has helped Dublin Airport to ensure that their passengers spend no longer than half an hour in the queue for security checks.
Also, JFK Airport, Amsterdam Schiphol, Barcelona El-Prat, Copenhagen, Cincinnati, Keflavik and Oslo are displaying real-time wait times, based on BlipTrack data, to relieve stress and improve the passenger experience.
“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 Passenger Experience 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
“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
Chief Innovation Officer at Cincinnati/Northern Kentucky International Airport
“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 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
“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 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
“As the most reliable, and one of the only solutions on the market capable of measuring passenger flow through multiple stages of the journey, it provides us with continuous, airport-wide visibility 24 hours a day, seven days a week.”
Guðmundur Karl Gautason
Manager - Operation research at Isavia
“BlipTrack has greatly helped improve the customer experience by providing us with the ability to schedule taxis to be available when needed.”
David J. Boenitz
Director of Ground Transportation at San Diego International Airport.
“We are able to keep our passenger fully informed 24/7 about what to expect at security. Our aim is to make the experience as smooth as possible – BlipTrack help 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
“Vital to our Master Plan programme is a deep understanding of airport capacity, bottlenecks and constraints, and BlipTrack is key to this.”
Head of Capacity & Performance at Birmingham International 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.
”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.
“BlipTrack has allowed us, together with our airport partners and stakeholders, to better manage operations, as well as improve the passenger experience by communicating expected wait times to passengers at processing points.”
Operations Technology Asset Manager at Auckland International 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 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
“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
“With BlipTrack, we can proactively manage passenger flow, and respond promptly and efficiently to irregular operations and disruptions.”
General Manager of Commercial and Customer Experience, Queenstown Airport