Bergen Airport Wait Time Woes a Thing of the Past
Bergen Airport is following the example of its Avinor sister airports, Oslo and Stavanger, by implementing Passenger Predictability management technology to eliminate wait time guesswork, optimise resource utilisation and improve the passenger experience.
Bergen Airport, Norway´s second busiest with over 6 million passengers annually, has adopted the Passenger Predictability solution to accurately measure and predict how many people are standing in line and for how long. The detailed, minute-by-minute measurements and prediction insights will help the airport to comply with service level agreements and minimise queue build-up, to ensure that passengers have an excellent airport experience.
“We want to make travelling easier for our passengers. The implementation of the solution will help to ensure that passengers experience a quick and easy passage through this stage of the journey, and significantly increase the opportunity for a positive experience throughout the airport,” says Øystein Skaar, Airport Director at Bergen Airport.
The solution will provide the airport, which recently opened a new terminal with capacity for up to 10 million passengers a year, with both live and empirical data insights on passenger queue and dwell times. It will enable the airport to monitor queue line density at the security checkpoint, allowing management to respond promptly and efficiently to irregular operations and disruptions, for example by opening additional lines. Also, the airport plans to share the wait time information with the passengers, as in Oslo Airport, which will reduce stress levels associated with queuing by creating realistic expectations.
“With the new installation at Bergen Airport, the solution has proven to be an effective platform to provide visibility on resource effectiveness for greater processing efficiency and improved passenger experience. We look forward to continuing to be part of Avinor´s ongoing plan in having Europe’s most progressive and service-minded airports,” says Preben Andersen, Sales Manager at Veovo
Bergen Airport is not the only one ensuring that passengers will experience hassle-free passage; more than 25 international airports are reaping the benefits of the Veovo technology, including New York, Cincinnati, Dublin, Birmingham, Brussels and Geneva. The solution is not only confined to airports, but it is also employed in road traffic optimisation efforts in Bangkok, Zürich, Portsmouth, Port of Dover, Stockholm and Aarhus. In recent years, it has even been rolled out in train stations, ski resorts, amusement parks and at events all over the world.
“Veovo helps us manage performance with data-driven certainty. With real-time visibility of passenger flow, we can keep pinch-point processing quick, but also make holistic decisions on how to create more efficient and more meaningful customer experiences throughout the airport.”
“Veovo has allowed us to gain a good understanding of the security check-point dynamics, and most importantly, our customers benefit directly by getting a better service.”
“We are able to keep our passenger fully informed 24/7 about what to expect at security. Our aim is to make the experience as smooth as possible – Veovo helps us do that.”
“With Veovo, we can proactively manage passenger flow, and respond promptly and efficiently to irregular operations and disruptions.”
“Vital to our Master Plan programme is a deep understanding of airport capacity, bottlenecks and constraints, and Veovo is key to this.”
“Veovo has allowed us, together with our airport partners and stakeholders, to better manage operations, as well as improve the passenger experience by communicating expected wait times to passengers at processing points.”
“Veovo has dramatically improved our real-time operational decision-making, post-performance analysis, and capacity planning data analysis capabilities. But, perhaps, more importantly, it has helped us give our passengers a more positive airport experience.”
“Veovo gives us a clear picture of passenger movements, allowing us to provide the best customer service and proactively manage service levels before any issues arise.”
“Veovo enables us to monitor the quality of the terminal processes to improve resource planning, and to perform consistent reporting to internal and external stakeholders.”
“Veovo provides us with immediate visibility to the customer experience and resource effectiveness with throughput planning. It allows us to put the customer at ease at a critical stress point and reinforces our expectations around superior customer experience.”
