Edinburgh Airport uses Veovo Passenger Predictability to Boost Passenger Experience
Scotland´s leading airport has turned to Veovo’s technology to gather data about passenger queue and flow. The information enables the airport to streamline operations at security lines and to display real-time waiting times throughout the airport.
With 11 million passengers last year and heading towards 12 million this year, Edinburgh Airport is Scotland’s busiest airport. Being that, it is crucial that logistics are on point around the airport to keep passengers happy. In July 2016, the airport reported the busiest ever month after seeing 1,332,282 passengers through its doors – an increase of 9.6 % on the same month last year. With the constant increase in passengers, Edinburgh Airport enlisted the expertise of Veovo to design and implement the Passenger Predictability solution at the airport´s security lines, to help measure and handle passenger numbers smoothly and efficiently.
The solution provides the airport with detailed information about passengers´ queue times and how they move around the airport. The data gives the airport a clear picture on trends and patterns and how they are performing. It allows them to respond promptly and effectively – if lines are becoming congested – to ultimately reduce processing times. In addition, it also enables the airport to provide optimum service by displaying wait times on signs in the airport and on their website, thereby reducing passengers´ frustration by creating realistic wait time expectations.
“With the solution we are able to keep our passengers fully informed 24/7 – both in the terminal and online – about what to expect at security. At peak times, up to 3,000 passengers an hour travel through security and our aim is to make that experience as smooth as possible whilst ensuring safety – Veovo helps us do that,” says Adrian Witherow, Chief Operating Officer at Edinburgh Airport.
“In order to improve passenger satisfaction, comply with service-level agreements and evaluate key performance indicators, it is important that airport managers are able to measure passenger queue and flow and subsequently improve waiting times. With our fourth UK installation, we are confident that the solution also will be successful in providing Edinburgh Airport with all the necessary data to both optimize processes and improve the passenger experience,” says Christian Bugislaus Carstens, Marketing Manager at Veovo.
“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.”