The technology is helping 5-10 million passengers experience better resource deployment and smoother passenger processing
Cincinnati/Northern Kentucky International Airport (CVG) is using connected sensor technology from BlipTrack in a bid to reduce queue wait times and deal more efficiently with fluctuations in passenger demand.
The airport is using live and empiric data to identify irregularities at the security checkpoint to better plan and allocate resources in cooperation with the Transportation Security Administration (TSA).
The airport was the first in the US to use BlipTrack’s queue and flow technology at TSA checkpoints and, one year after its implementation, it reported a one third reduction in TSA security line wait times.
Last year, CVG achieved its best ranking in the 21-year history of the US Department of Transportation (USDOT) airfare report.
Since its implementation, the airport has gradually expanded the solution and added new features to help streamline operations further and continue improving the passenger experience. Passenger-facing wait time monitors and CVGairport.com interfaces provide immediate wait-time status, easing natural travel anxieties associated with queue lines and setting realistic expectations.
Additionally, CVG has established service level agreement (SLA)-like standards for self-accountability, ensuring average wait times below 15 minutes are consistently delivered. For the second quarter ending June 2017, the airport claims the average wait time for expedited screening registered at 11 minutes 28 seconds.
“We have added a new feature that allows us to understand the pattern of how lanes are being utilised throughout the day,” said Stephen Saunders, senior manager of terminal operations at CVG.
“This helps us better understand TSA’s lane utilisation on any given day. Our future goal is to pair this information with passenger show-up profiles and wait-time inputs to complete a story of how the check point is operating as a whole, and help the TSA develop lane open/close plans based on predicted throughputs.”
CVG used tangible data to work with its partners at TSA to adjust officer start time. It noticed a high spike in queue waits during the airport’s heaviest early bank of morning flights which were levelling off after about 7:30am.
TSA schedules were identified as being misaligned with the flight schedules. Later security lane openings by as little as 15 minutes were incapable of catching up to and meeting the passenger demand surge.
Because of this data, staffing adjustments were recommended to the local TSA leaders, which ultimately passengers and airlines benefited as evidenced by a near-immediate reduction in wait times below target and customer compliments via the airport’s social media platforms.
“We remain engaged with TSA HQ in an attempt to collaborate to make real changes using this technology,” added Saunders.
CVG and Blip Systems are working together to expand the solution to the outside of the terminal and throughout the airport grounds to amplify the passenger experience.
CVG hopes to gain better understanding with improved parking data analysis to discover whether more passengers are using off-site competitor parking lots, and show where passengers dwell once inside their facilities.
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