Gerald R. Ford (GRR) International Airport in Grand Rapids, Michigan, put out a
bid for a new queue management system, its goal was to improve overall customer
experience at the TSA checkpoint.
The airport’s previous system was very basic
and did not have the capability to record data properly, offering little
flexibility to adjust to changes in the queue.
It also often needed costly,
time-consuming camera calibration, and it did not have the ability to offer and
present data in a visually intuitive manner for an end user. Additionally, the
former system did not offer any future scalability to monitor and improve any
other experiences like retail and ticket counters.
airport selected Xovis’ Queue Management System to rectify these issues and more.
Currently deployed in the single TSA security checkpoint at the airport, the
system provides daily and weekly reports to stakeholders, highlighting data
including: wait time distribution, throughput totals, average wait time, physical
distancing, total passengers, max queue length and max wait time.
will also play a role for years to come as COVID has heightened awareness of
GRR is the
first U.S. airport to be hosted completely on Xovis Cloud. Our Passenger Flow Monitoring System (PFMS) combines 3D
Sensors and software and is integrated with the airport’s wait time display
provider to show the wait time for both the general queue and TSA pre-check.
Based on 3D images computed directly on the ceiling-mounted
3D Sensors, passengers are counted and tracked anonymously. Alerts are
configured so that stakeholders are notified via email if the wait time exceeds
25 minutes and if the queue has hit capacity and passengers have reached the
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also provides data lead times that are made available on a passenger’s mobile
device so they know what is going on at the airport ahead of time. By providing passengers with more visibility into
their upcoming journey, they have the tools to make their own informed
decisions when it comes to travel. If they know what the current wait-time is
at the security checkpoint, they can effectively plan their travel.
wants to be late or miss their flight, so by arming passengers with as much information
as possible, they have a better, more pleasant overall experience. That can
lead to increased spending in the airport retail and concessions areas, as well
as more frequent future travel.
we began working with GRR to focus on the queue itself and improve the overall
operational flow of passengers. When we implemented the system, we were able to
dive deeper and identify crowded areas quickly and offer real-time insights on
every process point.
This allowed GRR to playback the entire operation, with
our data identifying the root cause of issues that needed to be addressed. From
there, they’ve created better layouts to decrease wait times and are better
utilizing their resources and employee time management.
Success story at GRR
and capturing data better prepares GRR staff not only day-to-day, but also for
the big holiday travel times. The technology takes the burden off internal IT
employees and resources thus providing smoother outcomes when it comes to queue
management all around.
management truly is revolutionizing queue wait times and the customer
experience. It also alleviates unsafe and uncomfortable crowding, thus improving
the passenger journey and maintaining a safe environment for passengers and
employees. It’s a win-win all around.
About the author...
Meghan Hussey is customer success manager at Xovis