No More Wait Time Surprises at New York Airports
Passengers at JFK, Newark Liberty, LaGuardia and Stewart International airports can now access real-time TSA and taxi wait times on the Port Authority’s respective airport websites and in-terminal screens.
The Port Authority of New York And New Jersey (PANYNJ), in coordination with the TSA and other agency partners, has adopted Veovo´s Passenger Predictability solution, to measure and display predicted wait times at TSA checkpoint screening areas and taxi stands.
Similar to the solutions implemented at Cincinnati/Northern Kentucky, Schiphol Amsterdam and Auckland Airports, the goal is two-fold: first, to provide accurate wait time information to manage passenger expectations; second to enable the airports to develop strategies and to target resources to reduce wait times.
“We are focused on enhancing the customer experience at our airports by providing this critical information,” said Port Authority Chairman Kevin O’Toole. “The installation of Veovo´s Passenger Predictability solution allows us to provide customers with the real-time information they need to plan their travels. Even more importantly, it provides us with data to focus on how to reduce wait times going forward.”
“In today’s increasingly interconnected world, the passenger’s journey begins before they leave for the airport,” said Port Authority Executive Director Rick Cotton. “With this real-time data posted on each of the airport’s websites, wait times are now readily available to help reduce passenger stress and enable travellers to plan based on the wait times they will encounter. At the same time, as we saw during the recent government shutdown, the information makes it easier for airport staff to monitor checkpoint wait times and call for additional resources to congested areas.”
“We are thrilled that the Port Authority of New York and New Jersey (PANYNJ) have chosen Veovo to enhance the passenger experience in New York´s major airports. With the flexibility of the solution, that allows for the use of various measurement technologies and advanced analysis of data, across the airports and terminals, we are confident that it will present a unique opportunity to better manage resources and ensure that passengers enjoy a smooth travel experience. We look forward to the continued cooperation with PANYNJ, and hopefully many other airports in North America,” says Peter Knudsen, General 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.”