With its new Veovo Airport Management System, Gold Coast Airport (GCA) raised the bar for customer experience and operational efficiency during the Commonwealth Games, smoothly handling a 30% increase in the number of flights.
Epic Growth – Epic Challenges
Australia’s Gold Coast has long been a destination of choice for the traveller in the know. Its beautiful beaches and excellent weather attract hundreds of thousands of visitors each year. As a result, Gold Coast Airport has rapidly become one of Australia’s fastest-growing airports.
With seasonal and weekend peaks straining infrastructure and resources, impacting performance and traveller experience, the airport was under considerable pressure to perform. And, when something extraordinary occurs – such as, for example, the Commonwealth Games, the sudden influx of extra flights and visitors presents a whole new challenge.
Planning to win.
In anticipation of the Games and future growth targets, GCA decided to move to an integrated Airport Management System from Veovo. It would allow them to quickly consolidate operations onto one centrally managed platform, enabling more accurate resource planning and efficient operational decision-making. The deployment of the news system was on time and in budget, crossing the line well in advance of the Games’ opening ceremony.
Since go-live, the airport can demonstrate significant savings, including over 1.5 hours saved daily in reallocating resources. Automating daily updates to the flight schedule has eliminated over 3.5 hours of manual changes each day, and on-time performance increased by an average of 6.1% (measured 6 months after go-live against pre go live OTP)
Over 1.5 hours
saved a day in the reallocation of resources
Over 3.5 hours
saved a day in of manual changes saved through automation of daily updates
6.1%
increase in on-time performance
Championing Passenger Experience
With thousands of additional passengers expected, GCA also needed to upgrade its guest engagement experience urgently. With a new Flight Information Display System (FIDS), dynamic video walls and displays now provide visitors a simple and easy way to navigate the airport. The airport operations team can quickly update each screen’s layout with location-specific information and promotional content.
During the Commonwealth Games, the new FIDs system allowed the airport to create customised welcome messages and videos to match team and supporter arrivals. It also enables GCA to tailor flight information, and arrivals and departure content, to passenger-specific needs. This extends to the baggage claim, where integrated baggage processing information gives travellers timely details on baggage availability status. Finally, it also offers the airport the opportunity to increase non-aero revenue from localised advertising, by matching retail offers to predicted passenger preferences.
User-driven configuration
to create customised messages.
Cloud Capable System
to handle more displays during peak periods.
Tailored Information
to the specific needs of passengers.
Marion Charlton – Chief Operating Officer, Gold Coast Airport. “Gold Coast Airport places a strong emphasis on providing an exceptional customer experience for our passengers and Veovo is helping us to deliver on that.”
While the Commonwealth Games may be over, it’s still game on at Gold Coast Airport. Their finely tuned operations and passenger-centric approach are set to be a long-term winning formula, as the airport carves out a bold, high-growth future.
