Optimizing Ticketing Counter Areas
Challenge
Ticketing counter areas in airports may have less significance than before the rise of the smartphone, but humans still require human assistance for a host of issues that may arise in air travel. Knowing that a rush of passengers to ticketing counter areas can be sudden and emotionally charged, operators need the tools to avoid resource overload.
Without an adequate system to respond to the demands of passengers—some of whom may already be contending with flight cancellations—operators risk:
- Creating additional brand management challenges for airlines
- Spillover from queuing around ticketing counter areas to other terminal spaces
- Disrupting other processes integral to terminal performance
Solution
A Passenger Flow Management System (PFMS) can deliver real-time data that airport operators can use to mobilize staff and make layout adjustments. A robust, highly accurate PFMS can provide airport operators and airlines with KPIs:
- Queue formation in unstructured spaces
- Occupancy rates around fixed counter spaces
- Flow routes from other terminal touchpoints to ticketing areas
Though often unforeseen, crowding around ticketing counter areas may also follow observable cycles. With accurate historical data, operators and airlines can also adjust staff or resources in anticipation of arriving passengers.
Benefits
Excessive queuing is directly linked to negative sentiments among airport visitors. Airlines and operators committed to improving the passenger experience and employee well-being can use a PFMS to help:
- Improve resource allocation without increasing operational costs
- Limit staff-passenger friction in high-stress situations
- Expand revenue-generation opportunities by limiting queuing time
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Accurately manage passenger flow
Xovis sensors accurately count passengers and monitor queues in real time, providing invaluable data to optimise passenger flow. Visualise their journey, communicate accurate security wait times and improve overall terminal operations.
