Use cases, Airport

Optimizing Ticketing Counter Areas

Automation of ticketing operations in airports has created new passenger flow challenges extending from ticketing areas to other terminal touchpoints.

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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

Reducing Security Wait Times by 10%

To reduce wait times and control HR costs, Berlin Brandenburg Airport (BER) uses Xovis data for dynamic messaging and robust automated solutions.

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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

A man in business attire stands with crossed arms in a bright indoor space with columns.

Reducing wait times and improving passenger throughput are top priorities at Carrasco International Airport. Reaching these goals with a fully managed service such as AERO fits well within our passenger experience and data-management strategies. We have been using Xovis’ on-premises solution for seven years, and upgrading to AERO is a smart move, thinking about the challenges of the coming years.

Federico Cabrera Operations and Customer Experience Manager, Aeropuertos Uruguay

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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An airport layout shows travelers moving through various checkpoints, including security, check-in, and baggage claim.

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Optimizing Ticketing Counter Areas

Reducing Security Wait Times by 10%

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