No More Wait Time Surprises at Oslo and Stavanger Airport, thanks to Veovo technology
Oslo and Stavanger Airports have joined Scandinavian airports Copenhagen, Helsinki, Keflavik, Billund and Aalborg in implementing Veovo Passenger Predictability queue management technology. The open platform provide insights on passenger queue and dwell times, enabling airports to optimise operation, improve resource planning and ease passengers´ minds with accurate wait times on displays.
Passenger numbers exceeded the 25 million milestone for the first time in Oslo Airport´s history in 2016. As one of Europe’s leading airports, Oslo retains ambitious service quality indicators to ensure they remain among the continent’s most efficient airports, particularly in the face of increased passenger numbers and terminal capacity constraints.
To ensure the passenger experience remains positive as volumes increase, Avinor has extended the relationship with Veovo, to implement Veovo’s passenger predictability solution in Oslo Airport’s new terminal extension. The platform has already been introduced to other airports within the Avinor group, with implementation at Stavanger Airport now underway.
“Avinor has been working closely with Veovo since 2009. We value the long-term cooperation and their professional approach in providing us with technology and data to ensure efficient operations and passenger satisfaction. The implementation of Veovo’s Passenger Predictability in Oslo´s new terminal building and at Stavanger Airport will help to ensure that passengers experience a quick and easy passage through the first stages of the journey, while significantly increasing the opportunity for a positive experience throughout these airports,” says Lars Erik Flatner, Head of ICT Portfolio at Avinor.
Operationally, the airports uses, among other things, the technology to monitor line density in real time, which allows management to respond promptly and effectively to irregular operations and disruptions, for example by opening additional lines. It enables airports to comply with service-level agreements, and to evaluate and challenge key performance indicators with great accuracy.
In addition, live wait time is shared with passengers on screens and through a mobile app. The continuously updated information helps passengers to plan accordingly, and reduces the stress levels associated with queuing by creating realistic expectations.
“With the expansion at Oslo and the new installation at Stavanger Airport, Veovo 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.
“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.”