Queue Management at Check-In Desks

Challenge

Check-in areas at airport terminals are highly dynamic and unstructured, and various stakeholders—including airport operators, airlines, and ground handlers—have a stake in check-in procedures. Knowing that an optimized check-in procedure can positively impact overall efficiency, operators are interested in:

Expediting check-in procedures and optimizing capacity utilization
Gauging the performance of queues, lanes, sites and different stakeholders
Improving cooperation of airlines, ground handlers and other parties
Meeting the expectations of various stakeholders in a dynamic environment

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Solution

A Passenger Flow Management System (PFMS) able to capture real-time data about passenger movements over a large space is an effective and efficient way to measure wait times in dynamic, unstructured check-in situations accurately.

An analytics solution working with vast and complex data points, a PFMS can deliver precise information about:

Per queue wait times
Passenger throughputs, outflow rates and arrival patterns
Process time for queues and/ or single check-in desk

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

In addition to simplifying the enforcement of Service Level Agreements (SLAs) that typically govern service providers’ performance at different touchpoints, a PFMS deployed at the check-in area is also an excellent tool for reducing the total cost of operations and improving passenger satisfaction. A great start to the airport experience starts at the check-in desk, but the benefits extend throughout the terminal. The include:

Optimized number and timing of open check-in counters and desk allocation
Optimized staff planning and management for ground handlers
More time for airside commercial offerings

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

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Queue Management at Check-In Desks

Reducing Security Wait Times by 10%

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