(Keflavik, Iceland & London, UK / 12. November 2018)
With a five-fold growth in just nine years and 10 million passengers predicted this year, Iceland’s Keflavík International Airport is one of Europe’s fastest-growing tourist and transit destinations. The airport, which is the primary hub for recently merged Icelandair and WOW Air, wants to ensure smooth passenger flow as volumes increase. To ease the challenges, Isavia — Iceland´s national airport and air navigation service provider — announced plans to expand the BlipTrack Flow Management solution throughout the airport compound.
The technology, which consists of sensors and advanced deep learning algorithms, will provide a cohesive picture of how passengers move through and use the airport, enabling more informed operational and business decisions.
Initially implemented at check-in and security processes in 2016, the solution provides wait time and occupancy figures to help meet service level agreements and alleviate overcrowding. In parallel, the airport also deployed Veovo’s Airport Management System for operational visibility to enhance resource management. Together, the solutions ensure wait times and flight information are communicated on screens and mobile app, keeping passengers informed.
“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 too late. Before implementation, we did not have this information at hand to actually be able to quantify the problem. Now we are able to make more informed decisions, and anticipate problems before they arise,” said Guðmundur Karl Gautason, Project Manager — Operation Research at Keflavík Airport.
With the extended roll-out, Keflavík will have a detailed view of passengers´ movement patterns, from the moment they arrive until boarding the plane. The airport will be able to extract any combination of data, both real-time and historical, for all areas, broken down per flight.
This in-depth information will enhance the understanding of how disruptions or changes affect standard behaviour, allowing the airport to improve operations in areas of interest. This could include optimising operational resource allocation, including bus usage or gate allocation, and improving the layout of existing facilities, including positioning of signage and for guiding physical expansion plans. The airport´s retailers will also be able to fine-tune their service with improved staffing, tailor product placement and variety, as well as benchmark performance for continual improvement.
“We are excited to extend the use of their innovative solutions to provide a better customer experience and a more efficient journey through the airport. 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 will provide us with continuous, airport-wide visibility 24 hours a day, seven days a week. It will not only enable us to more efficiently plan resources but also allow us to see the impact of the various actions we implement,” concludes Guðmundur Karl Gautason.
“We are thrilled that Keflavík Airport has decided to expand our solution to understand the passenger journey from start to finish. We are confident that it will present them with a unique opportunity to better manage and support resources by focusing on high-demand locations and periods, make strategic decisions, to better utilise facilities, and ensure that passengers enjoy a smooth travel experience,” says Claus Hein, Sales Manager at Veovo, BlipTrack.
Keflavik joins a host of other airports, including Amsterdam, Auckland, Bristol and Billund, that are using the end-to-end flow management solution to help guide physical expansion plans, and for streamlining operations to accommodate rapid passenger growth.
“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
“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 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
”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 Veovo team are a credit to the organisation and have helped the airport immensely, with data analysis and reporting.”
Head of Capacity & Performance 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
“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
“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.
“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 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 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
“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 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 Passenger Experience 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