Sachin Walls
Queue management in airports is the process of organizing and controlling the flow of passengers through different checkpoints and service areas within an airport terminal. Airports aim to optimize the efficiency of queues, minimize wait times, and improve the overall passenger experience. Effective queue management can also increase non-aeronautical revenue, as shorter wait times can encourage passengers to spend more at retail and food outlets. Airports can implement queue management through strategies such as virtual queuing, where passengers book time slots in advance, as well as physical solutions like barriers and queue lanes.
| Characteristics | Values |
|---|---|
| Purpose | To reduce passengers' waiting times in lines for products or services |
| Process | Organising and controlling the flow of passengers through different checkpoints and service areas within an airport terminal |
| Strategies | Implementing virtual queuing, keeping rules of queuing fair and consistent, using digital queuing software, designing spaces to accommodate queues, providing wait time estimates, and distracting/entertaining customers in queues |
| Benefits | Improved passenger flow, smoother transitions between processes, reduced overcrowding, improved resource management, enhanced operational efficiency, improved customer experience, increased non-aeronautical revenue |
| Challenges | Complex and dynamic queue environments, unpredictable passenger behaviour, compliance issues, insufficient staff, delayed flights, weather crises |
| Solutions | Virtual queuing systems, people counting tools, AI technology, hybrid analytics platforms, electronic call forward systems, virtual assistants |
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What You'll Learn
Virtual queuing systems
Virtual queuing allows passengers to book their slots online, typically in 15-minute intervals, ensuring a smooth flow through checkpoints such as check-in, security, and boarding. This booking can be done at home or upon arrival at the airport. The use of artificial intelligence predicts the number of slots offered during each interval, optimizing the process. Passengers receive a QR code confirmation, which is then validated at the designated touchpoint, either through an e-gate or by an agent. This process improves passenger flow, prevents overcrowding, and enhances the overall airport experience.
One example of a virtual queuing platform is Qtrac, which offers various features for passengers, staff, and contractors. With Qtrac, users can scan a code to enter a virtual queue for services like flight changes, customer service requests, or restaurant reservations. Passengers can interact with staff and track their place in line via text message updates. Additionally, digital display screens can be integrated, providing basic information and estimated wait times. Airlines can also engage with passengers by sending digital promotions and coupons to their smartphones while they wait.
Another virtual queuing solution is Better Virtual Queuing® by Copenhagen Optimization. This system can be customized to meet the specific needs of an airport, allowing for a seamless integration of modules. The solution enables passengers to book slots for check-in, security, and passport control, improving their overall experience and resource management.
The benefits of virtual queuing extend beyond convenience and efficiency. These systems have played a crucial role in improving health and hygiene standards, especially in the aftermath of the COVID-19 pandemic. By reducing the number of surfaces touched and preventing crowds from gathering, virtual queuing enhances safety and helps restore passenger confidence in air travel. Additionally, the data collected through virtual queuing systems is invaluable for forecasting, resource allocation, and decision-making, further optimizing airport operations.
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Queue management software
Queue management in airports is the process of organizing and controlling the flow of passengers through different checkpoints and service areas within an airport terminal. It involves implementing strategies to optimize the efficiency of queues, minimize wait times, and improve the overall passenger experience.
One example of queue management software is Veovo, which provides real-time queue monitoring and analytics. Veovo's system can connect to existing sensors, cameras, and infrastructure, making it a flexible solution for airports. It offers insights into wait times, occupancy rates, and kiosk or counter usage, helping airports make informed decisions to optimize their operations.
Another queue management software is Qwaiting, which provides real-time data on crowd density and queue lengths. This information assists airport staff in making better decisions regarding crowd management, security, and staff allocation, ultimately improving the overall passenger experience. Qwaiting also offers a virtual queuing system, where passengers can use QR codes to reserve time slots for services, eliminating traditional physical queues and reducing confusion and wait times.
By implementing queue management software, airports can improve their operational efficiency, reduce wait times for passengers, and enhance the overall experience for travellers. This can also have a positive impact on non-aeronautical revenue, as reduced wait times may encourage passengers to spend more time and money on retail and dining options within the airport.
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Reducing wait times
Queue management is the process of managing and optimising queues to reduce passengers' waiting times in lines for products or services. Effective queue management is about proactive data sharing between stakeholders.
- Virtual queuing systems enable better management of airport passenger flow. This helps prevent overcrowding and ensures smoother transitions between processes such as check-in, security checks, and boarding. With virtual queuing, passengers book their slot online, typically offered in 15-minute intervals. Using artificial intelligence, the system predicts how many slots to offer during each interval. When the slot is booked, a QR code is sent to the passenger for validation at the touchpoint.
- Veovo's AI technology gives airports real-time awareness of predicted wait times, divest times, and throughput in security areas. Airports can then make informed decisions and take strategic action to improve the overall experience for passengers and reduce costs.
- Keep walkways clear and allow room for bags and trolleys to avoid bottlenecks in high-traffic areas.
- Use an electronic call-forward system to address the fear of choosing a slower-moving line.
- Use a virtual assistant to keep customers occupied and get their attention. This can cut down on waiting times and improve the customer experience.
- Use integrated people-counting tools to enhance the capabilities of a queue management system.
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Improving passenger flow
Queue management is the process of managing and optimising queues to reduce passengers' waiting times in lines for products or services. Airports can improve passenger flow by implementing the following strategies:
Understand arrival patterns, queue durations, and information needs
Analysing passenger arrival patterns and queue durations can help airports optimise post-security screening activities and improve overall passenger flow. This includes understanding passenger flow in various areas, such as check-in, security, duty-free shopping, boarding gates, passport control, and baggage collection.
Implement digital queuing and real-time updates
Virtual queuing systems enable better management of passenger flow by preventing overcrowding and ensuring smoother transitions between processes. Passengers can book slots for check-in, security, and passport control, reducing uncertainty about wait times. Digital signage technology provides real-time updates on gate modifications, shuttle delays, and anticipated wait times, improving navigational ease and passenger satisfaction.
Improve resource allocation and baggage handling
Optimising resource allocation can enhance passenger flow, giving passengers a smoother journey through the airport. Baggage reclaim is a critical area to focus on, as delays can cause passengers to miss connections. Airports can utilise cloud-based baggage management systems to analyse baggage flows, identify bottlenecks, and improve efficiency.
Utilise data collection and software solutions
Efficient passenger flow management relies on effective data collection. Airports can use sensors, cameras, and data from various operations to track passenger movement through checkpoints in real time. Software solutions, such as Copenhagen Optimization's Better Airport platform, help airports analyse and utilise data to make informed decisions and improve passenger flow.
Accommodate peak and quiet times
Airports should aim to manage passenger flow during both peak and quiet times. During peak times, retractable queuing barriers can help organise queues and keep passengers in their allocated sections. During quiet times, a shortcut system allows passengers to bypass long queues and quickly reach their destination.
By implementing these strategies, airports can improve passenger flow, enhance the overall passenger experience, and positively impact revenue generation.
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Increasing non-aeronautical revenue
Queue management is the process of managing and optimising queues to reduce passengers' waiting times in lines for various airport services. Effective queue management is essential for maintaining a positive airport experience and protecting non-aeronautical revenue. Airports can leverage virtual queuing systems to improve passenger flow, prevent overcrowding, and ensure smoother transitions between processes.
- Optimise Retail and Duty-Free Shopping: Duty-free shopping is a significant source of non-aeronautical revenue. Airports can enhance this by offering a diverse range of retail products, including duty-free items, specialty stores, and online shopping options. Utilise passengers' booking data and purchase history to curate personalised offers and targeted marketing campaigns to increase sales.
- Improve Food and Beverage Services: Provide a variety of dining options, such as restaurants, cafes, and bars. Implement digital strategies that allow passengers to pre-book their preferred food and beverage services, ensuring they have access to their desired meals and improving their overall airport experience.
- Enhance Advertising and Sponsorships: Airports can optimise advertising efforts by understanding passenger trends and personalising marketing campaigns. Digital indoor maps can be integrated with advertising services, providing real-time information to passengers while creating additional revenue-generating opportunities.
- Expand Car Rental and Parking Services: Offer convenient and advanced parking reservation software, allowing passengers to book parking spaces in advance. Optimise customer data and introduce dynamic pricing models to further increase revenue from parking reservations. Additionally, focus on providing efficient and reliable car rental services, partnering with reputable rental car companies to enhance the overall passenger experience.
- Develop Real Estate Leasing Opportunities: Explore opportunities to lease airport property to businesses and organisations. This can include office spaces, retail outlets, or even co-working spaces tailored to the needs of frequent travellers. By attracting businesses to the airport vicinity, airports can create a vibrant and convenient environment for passengers and employees alike.
- Create a Seamless and Memorable Passenger Experience: Focus on creating a seamless and memorable journey for passengers by leveraging digital technologies and e-commerce platforms. Make transactions convenient and allow passengers to customise their travel experience. A satisfied and happy customer is more likely to spend money on airport services and recommend the airport to others.
By implementing these strategies and optimising non-aeronautical revenue streams, airports can improve their overall financial performance, enhance their competitiveness, and positively impact the local economy through job creation and business attraction.
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Frequently asked questions
Queue management in an airport is the process of organizing and controlling the flow of passengers through different checkpoints and service areas within an airport terminal. It involves implementing strategies to optimize the efficiency of queues, minimize wait times and improve the overall passenger experience.
Queue management is important in an airport because it helps to improve the passenger experience by reducing wait times and preventing overcrowding. It also helps to improve the efficiency of airport operations and can increase non-aeronautical revenue.
Airports have complicated queue environments with dozens of factors contributing to the queue at the same time. Passenger flow is random and can easily get out of control, especially in larger airports. Delays can be caused by passengers who do not follow compliance guidelines, as well as by immobile passengers and families.
Technology can help with queue management in airports by providing data and analytics to understand passenger flow and behaviour. Virtual queuing systems enable better management of passenger flow, preventing overcrowding and improving transitions between processes. AI technology can also be used to predict wait times and make informed decisions on the go.
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