Innovations in Queue Management Solutions for Modern Airport Operations - Qmetrix

SPECIAL REPORT

Queue Management Solutions for Modern Airport Operations Fraport Innovates by Introducing a Guiding System for Fully Automatic Lane Allocation at Security Checks Making Do: Airports Face a Crisis of Capacity Queue Management Solutions Take Centre Stage Queue Management: How to Make It Work Queue Management: The Future

Published by Global Business Media

QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

SPECIAL REPORT

Queue Management Solutions for Modern Airport Operations Fraport Innovates by Introducing a Guiding System for Fully Automatic Lane Allocation at Security Checks Making Do: Airports Face a Crisis of Capacity

Contents

Queue Management Solutions Take Centre Stage Queue Management: How to Make It Work Queue Management: The Future

Foreword

2

Tom Cropper, Editor

Fraport Innovates by Introducing a Guiding 3 System for Fully Automatic Lane Allocation at Security Checks – Delivered by Qmetrix Published by Global Business Media

Published by Global Business Media Global Business Media Limited 62 The Street Ashtead Surrey KT21 1AT United Kingdom Switchboard: +44 (0)1737 850 939 Fax: +44 (0)1737 851 952 Email: info@globalbusinessmedia.org Website: www.globalbusinessmedia.org

Achieving a Smooth Flow A Comprehensive System Positive Feedback About Fraport AG About Qmetrix

Making Do: Airports Face a Crisis of Capacity Tom Cropper, Editor

Publisher Kevin Bell

A Challenging Time Money Worries Turning to Technology

Business Development Director Marie-Anne Brooks

Queue Management Solutions Take Centre Stage

Editor Tom Cropper Senior Project Manager Steve Banks Advertising Executives Michael McCarthy Abigail Coombes Production Manager Paul Davies For further information visit: www.globalbusinessmedia.org The opinions and views expressed in the editorial content in this publication are those of the authors alone and do not necessarily represent the views of any organisation with which they may be associated.

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Jo Roth, Staff Writer

Alternatives to Queuing Queue Management, the Next Generation Understanding Queues

Queue Management: How to Make It Work 10 James Butler, Staff Writer

A Growing Market Setting Goals Data Analysis A Blend of Expertise and Technology

Queue Management: The Future

12

Tom Cropper, Editor

Changing Attitudes Wi-Fi Sensors Automated Queue Management Into the Future

References 14

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QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Foreword L

IKE MANY people I often feel a sense of

In between, we look at the challenges facing the

impending dread as I arrive at an airport. For

aviation industry. Around the world more and more

the next few hours I’ll be moving through various

airports are reaching capacity. Without innovation, the

bottlenecks until, finally, I arrive, exhausted, at the

aviation sector will struggle to maintain the excellent

boarding gate. It is not a pleasant experience and,

growth it has enjoyed over the past few years.

with airports becoming more overcrowded, it’s likely to get worse.

Jo Roth looks at some of the ways in which airports are seeking to combat queues. From roving check-in

Our opening article comes from Qmetrix, a world

agents to self-service bag drops, automated gates,

leading developer of queue management systems.

facial scanning and data analytics, technology is

They discuss the challenges facing airports and

fighting an ongoing battle against overcrowding.

explain how their NXT Passenger Flow Optimization

Passengers are becoming less tolerant of queues

System, developed with Fraport, which operates

and demand a faster, more efficient service.

Frankfurt Airport increases efficiency, transparency and customer satisfaction as well as the information available to operators.

As James Butler, goes on to explore, queue management software, which can track passengers as they arrive and depart, can give airports a huge

We’ll investigate this technology further in the final

amount of information about traffic flow rates. This

article of the Report in which we look at how next

can be used in real time or after the event to detect

generation technologies are being used in the real

problems and analyze performance.

world. Fraport’s experience with NXT has shown how intelligently designed queue management software can reduce stress and improve the experience of passengers as they wait in line.

As airports learn to use data more intelligently, they are developing new and exciting ways to reduce the impact of queues.

The market, demographics, politics and the economy all create challenges for the aviation sector.

The next generation of high tech queue management systems promises solutions.

Tom Cropper Editor

Tom Cropper has produced articles and reports on various aspects of global business over the past 15 years. He has also worked as a copywriter for some of the largest corporations in the world, including ING, KPMG and the World Wildlife Fund.

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QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Fraport Innovates by Introducing a Guiding System for Fully Automatic Lane Allocation at Security Checks – Delivered

By Qmetrix Guests want a fast, easy to understand and stress-free journey through the terminal to the plane. To optimize the procedures at the security checks, Fraport has developed together with Qmetrix the NXT system – to guide guests automatically to the next free security lane. As a result, every guest finds the optimal way to the next free security lane with the help of dynamic signage and lane lights. The goal

The fully automatic

is to fully balance the lanes and have a high utilization, which makes operators happy and guides guests smoothly through the process.

security lane allocation system NXT is a true innovation. Fraport,

I

T ALL started with a Kaizen-Workshop with Lufthansa, the Border Police and Fraport, which operates Frankfurt Airport. The aim was to find and implement ideas to optimize the security process including the related up- and downstream steps. The balanced allocation of waiting guests to free security lanes in a smooth and efficient way was identified as a big issue.

Fraport identified Qmetrix GmbH as an experienced provider of solutions for guiding, informing and managing people in waiting queues. Together, a pilot system was deployed to identify and understand the needs of guests.

Customer surveys and observations helped to fine-tune the signage and the allocation algorithm.

Achieving a Smooth Flow How does the allocation system work? After presenting their boarding passes, guests enter the waiting area in front of the security checkpoint.

The guest being the next one to exit the waiting queue sees a display monitor at the exit, showing the next and best available security lane for this point in time. An audio alert helps to draw the attention to the monitor and an arrow points in the direction of the free lane. At the exact same time, the lane number light of the allocated security lane blinks green to help the guest on their way. At the security lane preparation area, sensors already

installed in the Fraport infrastructure monitor the filling level. If there is room available, more guests can be directed to this lane. If all lanes are full and no room is available for more guests, the allocation monitor shows “Stop” to avoid overcrowding the walkways and preparation areas. The system considers the service levels of typically three categories “Economy“, “Priority“ and “Fast” and decides for every guest which is the best available lane.

For making tactical decisions, Fraport passenger flow controllers can see a detailed, real-time, fully animated situation of every security lane as well as an overview of all security filters in a web-browser.

together with Qmetrix have taken the lead, other European airports want to follow…

A Comprehensive System From the technical perspective, Qmetrix has delivered a solution that controls around 100 security lanes in real-time (1 second cycle time) using more than 300 Fraport sensors and actors. Much attention was taken to implement a distributed system architecture with excessive fallback mechanisms to minimize down-time due to single point of failure issues. The architecture relies on autonomous check-point controller areas.

A centralized server and database is used for the web-based visualization, manual process control, and the configuration management.

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INNOVATIONS IN QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

FRANKFURT AIRPORT DEPARTURE LEVEL IN TERMINAL 1: DYNAMIC ALLOCATION OF THE NEXT FREE SECURITY LANE VIA MONITORS AND LANE LIGHTS

Fraport identified Qmetrix GmbH as an experienced provider of solutions for guiding, informing and managing people in waiting queues

lane-allocation algorithm can be configured in a wide range to allow for the various requirements of the different security filters. Overall, more than 30.000 parameters can be managed by the administrator in a web-browser. The real-time process visualization and a video-recorder style re-play function enables effective play-back and analysis of historic events. Roles, rights, accessibility and views are managed via the Fraport directory service. Interfaces to the Fraport data warehouse and Fraport device monitoring complete the system.

Positive Feedback More than 6 months of productive use of the system show encouraging results. Torben Hecker, Project Manager at Fraport says: ”Very positive guest feedback indicates that the guiding monitors help travelers to find their way in an easier and more relaxed manner. Also, the process partners - Border-Police and Lufthansa are amazed by the system”. A balanced and controlled spreading out of passengers results in a more fluid journey through the security check-point. In conclusion, the system makes its contribution to the Fraport motto: “Gute Reise!

We make it happen”. Torben Hecker: “The fully automatic security lane allocation system NXT is a true innovation. Fraport, together with Qmetrix have taken the lead, other European airports want to follow…”.

About Fraport AG One of the leading players in the global airport business, Fraport AG offers a wide range of operational and management solutions based on over 90 years of aviation expertise. Fraport’s portfolio of companies spans four continents with activities at 30 airports worldwide. In fiscal year 2017 (Dec. 31), Fraport generated sales of 4 | WWW.AIRPORTTECHNOLOGYREPORTS.COM

e2.93

billion and profit of about e360 million.

More than 145 million passengers in 2017 used airports around the world in which Fraport has more than a 50 percent stake. In its Mission Statement, Fraport places the focus on its customers. The Group’s commitment to ensuring a “good trip” to all passengers and travelers is also reflected in its corporate slogan: “Gute Reise! We make it happen”. This applies to all of Fraport’s business activities and services at Germany’s largest aviation hub in Frankfurt and the Group’s airports worldwide.

At its Frankfurt Airport (FRA) home base, Fraport welcomed more than 64 million passengers and handled about 2.2 million metric tons of cargo (airfreight and airmail) in 2017. For the current summer timetable, FRA is served by 99 passenger airlines flying to 311 destinations in 97 countries worldwide. A total of 141 intercontinental destinations are served from FRA in the 2018 summer schedule – underscoring Frankfurt’s role as a leading hub in the global air transportation system. In Europe, Frankfurt Airport ranks second in terms of cargo tonnage and is the fourth busiest for passenger traffic.

With about 55 percent of all passengers using Frankfurt as a connecting hub, FRA also has the highest transfer rate among the major European hubs.

Frankfurt Airport City has become Germany’s largest job complex at a single location, employing approximately 81,000 people at some 450 companies and organizations on site. Almost half of Germany’s population lives within a 200-kilometer radius of the FRA intermodal travel hub – the largest airport catchment area in Europe. FRA also serves as a magnet for other companies located throughout the economically vital Frankfurt-RMN (RhineMain-Neckar) region. Thanks to synergies

QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

FRAPORT PROJECT MANAGER TORBEN HECKER IS VERY PLEASED WITH THE AUTOMATIC PASSENGER SECURITY LANE ALLOCATION SYSTEM. “WE MAKE A BIG CONTRIBUTION TO A PLEASANT JOURNEY OF OUR GUESTS AND THE SERVICE AT FRAPORT.

associated with the region’s dynamic industries, networked expertise, and outstanding intermodal transportation infrastructure, FRA’s world route network enables Germany’s export-oriented businesses to flourish in global markets. Likewise, FRA is a key gateway for companies wanting to access the huge European marketplace. Thus, Frankfurt Airport – which is strategically located in the heart of Europe – is one of the most important hubs in the global logistics chain.

About Qmetrix Qmetrix is a technology company developing and manufacturing solutions for people guiding and flow management now for more than 10 years. The combination of specialized sensor systems, display and guiding systems, powerful data integration and handling skills, combined with a wide experience in physics and psychology of people guiding offers a unique skill set for customers.

Measure Sensors for measuring presence and count of people allow a wide range of solutions to guide individual persons or to control the flow of crowds of people. Qmetrix uses infra-red beambreak, triangulation, thermal image and 3D ToF technologies to cover the various situations in the field. Completely wire-free as well as networked sensors are available. Typical applications are counting people or measuring the filling level of waiting queues or occupancy level of e.g. airline lounges. Calculating waiting time or throughput is also widely used.

Guide Dynamic signage is delivered from webservers or RGB LED signals and allow a wide range of applications for informing and guiding

passengers. Specialized lane or door controllers measure the open/close state of walkways, lanes or service areas. Lane lights display the state of the door or indicate a call-forward sequence. Monitors or RGB LED displays show the state of the service (open/closed) provided.

Automated, wireless gates integrate neatly in guiding posts to remotely control people flow, access and routing.

Analyze All Qmetrix sensors data is useful for real-time displays, dashboards and reporting purposes.

Typically, sensor data is used also to automate and control processes e.g. opening and closing bypasses in waiting lines depending on the filling level of the waiting queue. Controlling priority access waiting lanes, checking access to drop-off zones, or randomizing crews through the ETD and metal detector are other examples. Integration with other available data sources such as boardinggate scans, flight plans or occupancy and counting data from third party systems is easily done regularly.

Frankfurt Airport – which is strategically located in the heart of Europe – is one of the most important hubs in the global logistics chain

Predict Sensor and process data is not only good for reporting and tactical decisions. By applying statistical methods, prediction and forecasting helps operations, planning and rostering departments. Typical projects in this field are short term inter-day predictions, forecasts of demand patterns for security filters, check-in counters, boarding gates etc. The flexibility of the system allows it to combine historic evidence, flight plans, planning rules and more. It can even optimize shift lengths and shift starting times based on demand lines and staffing/qualification rules. Demand forecasts are typically used as input for rostering problems.

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QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Making Do: Airports Face a Crisis of Capacity Tom Cropper, Editor Airports face a cocktail of challenges over the next few decades. Queue management technologies will be play an increasingly important role in forward strategies.

A As airports reach capacity, passenger growth stalls. This is not only bad news for airports, but also the cities they serve.

IRPORTS AROUND the world are trying to perform a difficult balancing act.

On the one hand they want to reduce expenditure, but at the same time they need to increase capacity and improve the travel experience. For the most part, the former contradicts the latter, but every now and again solutions present themselves which promise to manage both.

These represent the holy grail of aviation.

Innovations which can streamline operations without compromising customer experience or safety will help airports meet the challenges of the next few decades.

A Challenging Time The most urgent of these challenges is rising passenger numbers. In its latest longterm passenger forecast, IATA predicts passenger numbers will double to 7.8bn by 20361. Airports will be busier for a higher proportion of the day and infrastructure will come under pressure.

A report by McKinsey highlights the global capacity problem facing airports2. Jakarta’s Soekarno-Hatta International Airport, which was designed to accommodate 22 million passengers per year, handled 52 million in 2013.

Guangzhou Baiyun Airport in China operated at 20% above capacity in 2014.

The report highlights five consequences of congestion: 1. Slower passenger growth: As airports reach capacity, passenger growth stalls. This is not only bad news for airports, but also the cities they serve. McKinsey points out that Heathrow has grown at 1% per year since 2000. During the same time, London’s other airports grew twice as quickly. Surprisingly it found that London’s other airports only captured half of the expected overflow, which means London missed out economically.

2. Airport connectivity decreases: Airlines drop connection heavy points for more

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profitable point to point destinations. As a result, a busy airport will serve fewer cities.

Between 2002 and 2014 airports which were free of constraint increased the number of cities they served. Charles de Galle Airport in Paris added 30 cities. Heathrow, on the other hand, increased the frequency of flights to existing cities, but suffered a decline in the overall number of routes it offered.

3. Ticket prices increase: Demand outstrips supply and the price of tickets increases.

In 2014 the average price of a direct flight from Heathrow was three times higher than from Gatwick.

4. Slot trading increases: As slots reach a premium, airlines begin trading slots among themselves. Scandinavian Airlines, says McKinsey’s report, received $60 million for an attractively timed slot at Heathrow.

5. Aircraft get bigger: Without scope for further expansion, airlines turn to bigger aircraft. The report points out that 67% of short haul traffic at Tokyo Haneda Airport is carried on wide bodied aircraft.

In the short-term, congestion can be beneficial.

It allows airlines to charge a premium for indemand seats. However, in the long-term, it puts a brake on passenger growth and harms the local economy. Infrastructure comes under pressure and on time performance falls. Passengers become dissatisfied and will choose other airports or cities. So, while Airports Council International (ACI) was able to reflect on what it called a ‘very good year’ in 2017, in which traffic grew by more than 8%, the future looks less promising as ACI Europe’s Director General, Olivier Jankovec, acknowledges.

“It is quite impressive to see that even in the more mature EU market, passenger traffic since 2012 has increased by close to +30%,” he said. “Such significant growth is putting much pressure on airport facilities and staff with more and more airports now reaching their capacity limits – especially during peak hours3.”

QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Airports tackle the former by introducing systems which improve efficiency, reduce employee head count and overall running costs. To achieve the second, they have turned to non-aeronautical activities such as retail.

A report by ACI found that non-aeronautical revenue now accounts for 40% of overall revenue5.

The sector has seen revenue grow, but this was largely in line with high traffic volumes. The report noted that the sector had performed well despite a challenging economic backdrop, but revenue per passenger exhibited negligible growth.

Airports are striving to increase this figure. To do so they must invest time and effort developing their retail offerings and increasing the amount of time passengers spend in these more lucrative areas. For that they need to process them through the non-profitable areas of the airport more quickly.

Faster processing times will also improve happiness levels. Airports now see this as a key factor in determining their financial success.

Research from DKMA shows that happy passengers are twice as likely to shop, spend 7% more in retail areas and 10% more in duty free6 shops.

Turning to Technology That pressure has the potential to stunt future growth. As the ACI review shows, the market has hitherto been extremely robust – even in the face of tough economic and political conditions.

However, that might change as airports approach capacity and Brexit creates economic uncertainty.

Money Worries In addition to capacity concerns, the industry must confront the ongoing challenges of shrinking budgets. Aviation suffers from an unusual problem: while demand has increased steadily over the past three decades, the average ticket price has halved in real terms4. People have come to expect cheap flights and a high level of service.

Turning a profit is becoming more difficult.

To cope with these challenges, airports have two options: to cut spending or increase revenue.

There is a common solution to all these challenges. Waiting in line is a major cause of stress and dissatisfaction among passengers.

Long queues will push up costs and airports need to provide additional staffing.

High tech solutions such as queue management systems can provide directions to passengers, offer information about waiting times, and deliver real time flow data to operators. They save money by helping airports to optimize staffing levels; they reduce waiting times by improving the flow of passengers through key areas and they can increase revenue by ensuring passengers are relaxed, happy and in a mood to spend money.

The business case is compelling. The next challenge is to identify which of the many new products on offer deliver the best value and how they can be integrated into existing systems.

Faster processing times will also improve happiness levels.

Airports now see this as a key factor in determining their financial success

A report by ACI found that non-aeronautical revenue now accounts for 40% of overall revenue

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QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Queue Management Solutions Take Centre Stage Jo Roth, Staff Writer Customers are becoming less tolerant of waiting in line. Airports must take note and use innovative solutions to reduce the length of queues.

T

HERE WAS a time when waiting in line was a staple part of British life. We did it at train stations, in the shops and while waiting for a bus - but things change. Digital technology has created an on-demand economy in which we get what we want when we want it.

We have become much less tolerant of waiting in line or being delayed.

So, when we enter an environment in which waiting is unavoidable, our stress levels rise

Alternatives to Queuing Waiting in line is not a thing of the past, but digital technology gives us alternatives. We can shop online, pre-book tickets, or use selfservice checkouts. Thanks to new technology, the general trend is for queues to shrink and, even when they don’t, we usually have alternatives. The result? We have become much less tolerant of waiting in line or being delayed.

So, when we enter an environment in which waiting is unavoidable, our stress levels rise.

If you run an airport, where queues are inevitable, this creates a serious problem.

Increased passenger numbers, heightened security requirements and staff shortages make it difficult to keep queues down.

In 2017, a lack of border staff and tougher Schengen border controls caused severe delays at several destinations across Europe7.

A year earlier, a lack of staff at UK airports caused delays of three hours or more8.

The future could exacerbate these problems.

As well as rising demand and security concerns, airports in the UK will have to cope with the fallout from Brexit. According to the Airport Operators Association, Britain’s exit from the European Union could potentially double waiting times if EU passengers were forced to go through hard border checks9.

Under the current system, EU citizens can use faster processing systems such as e-passport gates and a separate, lighter, screening system. Non-EU citizens, on the other hand, must pass through a hard border in which they are quizzed about the purpose of their visit.

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Queue Management, the Next Generation Airport operators, then, face a significant challenge. On the one hand passengers are becoming more demanding and less patient; on the other, political and economic developments make it much more difficult to control crowds within the airport.

To address the situation airports are looking at new solutions, approaches and technologies to improve queue management. These include: •F acial recognition: LAX is among a number of airports using facial recognition technologies and biometric screening to speed up processing times10.

•P redictive analytics: Airports can track how long people are waiting and use this information to provide details to passengers and to analyze their own operations.

•R eal time data: Innovative solutions use real time data to relay information about traffic flow. Operators can view details of passenger data, see where it is building up and address problems as and when they arise. They can optimize staffing levels to ensure the right people are deployed at the right time.

•C ustomer transparency: Airports are realizing the value of being honest with passengers.

Using the passenger flow data they collect, they can display estimated waiting times. It keeps passengers informed, allows them to make plans and provides a sense of reassurance that the airport has their comfort and wellbeing in mind.

•A utomated line management: Airports are turning to automation to reduce head count and improve operational efficiency. Automated e-security gates, for example, can scan a passenger’s face and passport photo without the need for human operatives. Systems can also count people through queues, assign lines, issue alerts and signal operator availability.

QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Across any modern airport you will see attempts to eliminate queues or reduce waiting times.

Mobile check-in agents roam terminals looking to help people on the go. Automated checkin terminals help people manage the process automatically. Priority boarding lanes allow individuals with trusted traveler status to pass through separate security lines, and self-service bag drops seek to eliminate or reduce the time spent at check-in.

Understanding Queues However, these do not eliminate queues entirely.

Instead they alter their distribution and nature.

They break them up into smaller lines around the terminal, which still need to be managed.

Airports must understand the dynamics of queues, what causes them, how to reduce them and how passengers feel while waiting.

This last point is more complicated than just measuring the length of queues. Passenger happiness can be affected by much more than just the amount of time they spend waiting.

It can be down to a range of factors including

the environment, decor and their expectations.

Here a combination of different technologies can deliver useful insights. For example, HappyOrNot terminals have become common sights in many airports11. They use emoticon buttons to assess general happiness levels.

Managers can use that data to obtain graphical representations of how happy people are at various points in their journey.

They can combine this technology with queue management systems which deliver data on traffic flow to see how queues impact customer satisfaction. Analysis of historical data can reveal the impact certain initiatives have on happiness levels delivering clear and actionable metrics.

Solutions like these will help in the ongoing battle against queues. These are nothing new, but a less tolerant passenger, combined with a collection of new technologies, have made queue management a major priority. Bringing all these technologies together and integrating them into one interconnected system can help airports achieve the formidable task of increasing capacity to meet future demand.

Analysis of historical data can reveal the impact certain initiatives have on happiness levels delivering clear and actionable metrics

Passenger happiness can be affected by much more than just the amount of time they spend waiting.

It can be down to a range of factors including the environment, decor and their expectations

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QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Queue Management: How to Make It Work

By James Butler, Staff Writer Airports are investing heavily in solutions which measure the arrival rate of passengers at queues, but how can they use the data they collect?

M Reports and Markets predicts the airport passenger flow management market will grow by $1.31bn over the next ten years

ODERN AIRPORTS have a problem.

Technology allows them to collect data about almost every aspect of their operations.

We have reached an age of big data in which information has enormous value, but collecting it is only half the challenge. To achieve full potential, airports need to understand what the data is telling them, establish accurate metrics and translate all those insights into action.

A Growing Market Across the world, airports face a crisis of capacity.

In India, a report from the Centre for Asia Pacific Aviation, found that the country’s key airports will reach saturation point within the next ten years12.

In Europe Airports Council International’s report into air traffic in Europe showed that capacity restraints were a problem at more and more airports around the continent. After a year in which traffic increased by 8.5%, some of Europe’s fastest growing hubs, such as Schiphol Airport in Amsterdam, had already reached capacity13.

Others are getting close and if they can’t find ways to increase their capacity, growth will slow.

As a result, the market for queue management solutions is booming.

Reports and Markets predicts the airport passenger flow management market will grow by $1.31bn over the next ten years14. Capacity challenges will prompt airports to invest in technology which can improve throughput and increase capacity without the need for physical expansion. At the same time, technology has facilitated the development of innovative solutions, especially in the realm of passenger detection, tracking and queue management.

The need is there and so too is the technology, but a number of factors may hold airports back including: 1. Cost: New solutions will inevitably involve an initial upfront investment. Airports will want to see a clear return on investment.

2. Choice of provider: A booming market attracts new participants. Selecting the right partner is an important decision.

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3. Integration: New systems may need to integrate with existing infrastructure. Making adjustments can be disruptive and expensive.

Setting Goals The first step is to understand the desired goals.

Technology should always be regarded as what it is: a tool to deliver a desired result. Airports must focus on what data they want to access and how they intend to use it.

The latest systems can deliver empirical and real-time data about passenger movements. They can be averaged out by the day, week or month, show traffic throughout the day highlighting hourly peaks and troughs. These can be extrapolated to help operators plan and deploy staff at the right time and in the right place. On a wider scale, they can show monthly and seasonal traffic patterns helping airports to analyze operations and optimize their systems.

It is in the real time deployment of data, though, that the truly exciting advances are being made. Data can be harvested, displayed and analyzed immediately, providing operators with a minute-by-minute overview of traffic patterns.

Automated responses can detect patterns swiftly and identify problems before they become urgent. Allocation of security lines can optimize queue flow by directing people towards the most appropriate line.

Data Analysis Airports need to understand all the events which occur while passengers are waiting in line at airports and how they impact on others. For example, if people are stressed and in a hurry, they will be less likely to spend money in the retail areas. On the other hand, if they arrive on time, they may be more relaxed, do some shopping and have a drink in the bar.

Data can also shed light on how factors such as the time of day, arrivals or departures impact queues. A busy period will predictably lead to congestion at certain points, but what data tells is where this occurs, how it impacts other services

QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

and how it can be relieved. Analysis of historical data can improve the accuracy of predictions and enable airports to optimize future staffing levels.

All that data needs to be harvested, analyzed and displayed. The task of doing this is enormous.

Airport journeys generate millions of individual data points each day. This information needs to be stored and shared among multiple participants quickly. For this, systems require significantly increased computing power. Cloud computing and web-based platforms deliver the required capacity to manage these volumes as well as the mobility to share information across multiple participants and locations.

Presentation will be key. Data must be displayed in a clear and easy to understand manner.

Operators should be able to interpret the data and make operational decisions with minimal experience and training. The more intuitive a system is, the more useful it will be.

Leading providers will make ease of use a design priority. However, as systems become more technologically sophisticated, artificial intelligence and machine learning will enable much of the analytical work to become more automated. Data can be analyzed more quickly

than human operators can manage, and decisions made autonomously.

A Blend of Expertise and Technology

Leading providers will make ease of use a

Even so, the element of human thinking and expertise will continue to be vital. The leading providers blend sophisticated technology with expertise. Different locations will require different solutions. Expert consultants can provide enhanced advice specifically designed for each client. Solutions should be designed to be as flexible as possible – to fit themselves around the needs of the end-user. Those providers who can offer support and personalized advice will have a significant advantage over those who cannot.

The growth of this sector has led to an increase in the number of participants. Competition is beneficial in that it is controlling price and giving buyers more choice. However, as the scope of the market becomes more diverse, the gap between the top and bottom performers will grow. Given how crucial queue management is becoming to the forward strategies of airports, decisions made here could have major implications in the future.

design priority. However, as systems become more technologically sophisticated, artificial intelligence and machine learning will enable much of the analytical work to become more automated

The latest systems can deliver empirical and real-time data about passenger movements.

They can be averaged out by the day, week or month, show traffic throughout the day highlighting hourly peaks and troughs

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QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Queue Management: The Future

By Tom Cropper, Editor Airport operators are investing heavily in queue management solutions.

The technologies promise to reduce waiting times and transform the waiting experience.

T Most passengers routinely carry smartphones and other mobile devices and that presents an opportunity for airports to better understand traffic movements throughout the airport

ECHNOLOGY HAS revolutionized the passenger experience at airports over the past two decades. Despite a rapid rise in passenger numbers, airports have been remarkably successful at reducing waiting times and improving the overall passenger experience. The next few years, though, could witness a revolution in airport queue management as a number of factors combine to accelerate innovation.

Changing Attitudes The first factor is a change in attitudes – both among passengers and airports. In the past, passengers would have resigned themselves to lost hours spent waiting in line, but today they are more demanding and less tolerant. We are not a patient society, and this translates into passenger satisfaction levels.

Also, airports are changing their approach.

Although budgets are still under pressure, they have switched from a cost-first focus to one which prioritizes customer service. At the same time, the interests of the customer and airports are converging. Automated and digital technologies not only reduce waiting times, but also costs to airlines. The result is a new generation of innovations offering a host of opportunities. When used in the right way, they can deliver remarkable results.

Wi-Fi Sensors The proliferation of mobile technology has made each of us highly trackable. Most passengers routinely carry smartphones and other mobile devices and that presents an opportunity for airports to better understand traffic movements throughout the airport. However, the use of that data can be controversial.

Helsinki Airport was one of the first to investigate this technology when it used Wi-Fi signals from smartphones to track passenger movements

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through the terminal. By doing so, managers hoped to build up a picture of how people made their way from curb to airside. This information could be used to identify and eliminate areas of potential congestion.

However, the idea of airports tracking peoples’ movements in the terminal sparked a backlash15.

People are understandably protective of their personal information and suspicious of attempts to monitor them for commercial purposes. When deciding to implement this system, operators need to reassure passengers that their personal data will be safe and that any tracked data will be anonymous.

Birmingham Airport is one of the latest to install a system. Using sensors and Wi-Fi detectors, it tracks smartphone signals through the terminals and helps to reduce waiting times. It was introduced after the airport recorded its busiest ever year in 2016 and provides estimated waiting times to passengers16.

Automated Queue Management Automation is a common theme across airport operations. New solutions reduce waiting times and improve the management of queues.

To make this work, developers have driven innovation to develop the most effective and customer-centric solutions.

The NXT System of Qmetrix, is one example.17 It automatically allocates the best security waiting line to the next passenger.

A visual prompt alerts passengers, while an overhead sign shows them where to go. Green lighting guides the way, enabling the operators to optimize the flow of people through the security lines. It is a fair and transparent way of working and has benefits for everyone. Qmetrix have variations of their forwarding technology, e.g. by using a more personal touch – tailored to premium service desks. The name and photo of the agent can be displayed on the big screen

QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

increasing a sense of personal interaction between the passenger and the agent.

Passengers have said they feel more relaxed when they are provided with this information and visual guides. Perceived waiting times are reduced and it has helped airports to save money.

Staff enjoy a slightly more relaxed time. Because the system sorts passengers for them, they expend less energy shouting for the next person to step forward. This, in turn, reduces the noise level at the queue and contributes to a less stressful experience.

The sensors also enable real time and historic analysis. Operators receive an up to-the-minute view of the situation at each individual security line. They can apportion resources and spot problems before they become serious. After the event, they can use event playback to view events and operations as they happened.

Qmetrix use their queue management technology to deliver a number of additional services. These include actual based planning which analyzes past passenger arrivals and departures based on the time of day, week or calendar. It can use this data to enable forward planning. Real time queue management systems provide operators with instant information allowing them to make more effective immediate decisions. They can also display

information about waiting times to passengers to manage expectations.

Into the Future These technologies represent a significant step forward, but there is a sense that we’re at the beginning of a steep developmental curve.

Artificial intelligence, machine learning and cloud computing will increase the amount of data produced and the speed with which it can be analyzed.

Mobile systems will be used to reduce congestion automatically. For example, SITA Labs have created a mobile check-in point named Kate which can detect which areas of the airports have become congested and go where they are needed18. Geneva Airport, meanwhile, uses robots which are stationed at car drop off points allowing passengers to deposit their bags before they even enter the terminal19.

The future looks exciting using high technology advances. Inevitably, not all of these innovations will fulfil their promise. However, innovation is already driving improvements. Multiple technologies can be brought together into one overall system, helping airports meet their key goals.

The future looks exciting using high technology advances. Inevitably, not all of these innovations will fulfil their promise.

However, innovation is already driving improvements

These technologies represent a significant step forward, but there is a sense that we’re at the beginning of a steep developmental curve

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QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

References: 1

IATA Long Term Passenger Forecast: http://www.iata.org/pressroom/pr/Pages/2016-10-18-02.aspx

2

Gridlock on the ground: How Airlines can Respond to Congested Airports: https://www.mckinsey.com/industries/travel-transport-and-logistics/ourinsights/gridlock-on-the-ground-how-airlines-can-respond-to-airport-congestion

3

European Air Traffic Increased 8.5%: http://www.adsadvance.co.uk/european-air-passenger-traffic-increased-8-5-in-2017.html

4

How Airline Tickets Fell by 50% in 30 Years: https://www.theatlantic.com/business/archive/2013/02/how-airline-ticket-prices-fell-50-in-30-years-and-why-nobody-noticed/273506/ Non Aeronautical Revenue is Vital for Growth: https://concessionaireanalyzer.com/airport-non-aeronautical-revenues-growth-2017/

5

6

Four Ways Airports Can Improve their Retail: http://www.dkma.com/blog/?p=232

7

Revealed: The Airports Where you are Most Likely to be Delayed:

https://www.telegraph.co.uk/travel/news/airports-most-likely-passport-delays-summer/ 8

Passport Checks Causing Three Hour Delays: https://www.thetimes.co.uk/article/passport-checks-causing-long-delays-at-heathrow-9xjw7vqkk

9

Airport Waiting Times Could Double at UK Airports:

https://www.independent.co.uk/news/uk/home-news/brexit-airports-border-force-airport-operators-association-freedom-movement-passengers-a7528026.html 10

Lufthansa Pilots Biometric Screening: http://www.futuretravelexperience.com/2018/03/lufthansa-pilots-biometric-boarding-technology-at-lax/

11

HappyorNot:

12

13

https://www.happy-or-not.com/en/measure/?gclid=Cj0KCQjw-uzVBRDkARIsALkZAdnkqGgi8NpfkDxtuJzUiAr88tePuNVoGYzZjLXVKTvEtpn1F6TzofsaAk88EALw_wcB India’s Major Airports to Reach Saturation in Ten Years: https://economictimes.indiatimes.com/industry/transportation/airlines-/-aviation/indias-major-airports-to-reach-saturation-in-10-years-capa/articleshow/50740893.cms A Vintage Year With Air Traffic Growth of 8.5%:

https://www.internationalairportreview.com/article/64752/a-vintage-year-with-air-passenger-traffic-growth-of-8-5/ 14

15

Global Airport Passenger Flow Market: https://www.prnewswire.com/news-releases/global-airport-passenger-flow-management-market-2017-2025-market-to-grow-by-131-billion-over-the-next-10-years-300561784.html Big Brother at Helsinki Airport Raises Concern Among Civil Liberties Groups:

http://www.euronews.com/2014/07/31/big-brother-at-helsinki-airport-raises-concerns-among-civil-liberty-groups 16

Birmingham Uses Sensor Tracking to Reduce Queue Times:

http://www.computerweekly.com/news/450414603/Birmingham-Airport-uses-sensor-tracking-to-reduce-queue-times 17

NXT Passenger Flow Optimisation: http://www.qmetrix.com/products/nxt-passenger-flow-optimization/

18

SITA’s Robotic Kiosk to the Rescue: https://www.sita.aero/pressroom/news-releases/sitas-robotic-kiosk-to-the-rescue-in-busy-check-in-areas

19

This Robot Will Take Your Bags at the Curb, Check You in and Send You on Your Way:

http://uk.businessinsider.com/this-airport-robot-will-take-your-bags-at-the-curb-and-check-you-in-2017-6?r=US&IR=T

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QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Notes:

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QUEUE MANAGEMENT SOLUTIONS FOR MODERN AIRPORT OPERATIONS

Notes:

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