Measuring Process Times in Airports
Challenge
For airports and airlines investing heavily in service standards, understanding how those standards are delivered on the terminal floor remains challenging. Feedback surveys and customer reviews provide useful information, but they often arrive too late to support immediate operational decisions and may only reflect a small portion of the passenger journey.
To gain a more complete picture, airports are increasingly looking at interaction-time metrics as an objective way to evaluate service delivery. These measurements help reveal where passengers receive meaningful assistance, where service gaps exist, and how staffing decisions affect the traveler experience.
For interaction metrics to support airport operations effectively, they must be:
Privacy-compliant and highly accurate
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Available for both live operational monitoring and long-term analysis
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Easy to deploy across multiple terminal environments
The Data-Driven Approach to Improving Airside Revenue
Solution
A passenger flow management solution helps airport terminal operators identify processes that reduce operational efficiency and create bottlenecks. Service-time measurements highlight where staff–passenger interactions facilitate or disrupt passenger flows.
They can be captured in several ways:
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Within predefined service zones, such as check-in desks or payment areas
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At locations typically occupied by personnel, such as entrances staffed by security
teams
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Across open environments where continuous staff tracking is possible
The Xovis solution helps us make strategic decisions that have a real impact on wait times and throughput rates in the moment. It’s a curb-to-gate solution that helps us continually improve performance.
Benefits
Interaction time analytics help airports move beyond queue measurements and gain deeper visibility into service performance. These process time measurements help:
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Improve passenger satisfaction by identifying areas where travelers may need additional support
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Establish measurable service benchmarks across terminals, airlines, or service providers
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Detect operational bottlenecks before they negatively affect the passenger experience
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Additional airport use cases
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Expanding Airslide Revenue
Measuring customers’ in-store dwell times can boost sales of higher margin products
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Efficient Check-In Areas
Accurate store traffic data helps retailers optimize layout and product placement
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Time-Saving Ticketing Management
Retailers can boost revenue by measuring in-store attention
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Managing Airport Entryways
Queuing up can become a costly friction point for brick-and-mortar retailers
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Limiting Taxi Rank Clustering
Understanding gender-specific shopping trends helps retailers optimize resources.
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Use-Based Cleaning
Smart Retail requires Smart Cleaning to enhance customer experience
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Maintaining Lounge Service Levels
Retailers need a robust queue management system to eliminate friction points
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Improving Intra-Airport Transport
Optimal staff and layout depend on real-time customer engagement data
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Streamlining Security Checks
Real-time KPIs help retailers optimize performance across all locations
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Optimizing Passport Control
Shopping habits change with company, aiding retailers in boosting sales
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Airport Baggage Claim
Real-time data prevents baggage claim disruptions
Use cases, AirportAirport Immigration and Queue Management
Use cases, AirportAirport Baggage Claim Optimization
AirportAirport Service Levels: IATA & Xovis Performance Insights