Queenstown Airport and Veovo Partner to Optimise Processes and Improve Passenger Experience
To streamline operations and provide real-time wait time information to its growing passenger base, Queenstown Airport has partnered with Veovo to utilise its Passenger Predictability solution.
With a 33% increase in passenger numbers since 2015, Queenstown Airport is one of Australasia’s fastest-growing airports. To ensure smooth passenger flow as volumes increase, the airport has adopted Veovo Predictability technology. The solution accurately measures passenger queue times and flows at security processes, enabling the airport to dynamically resource staffing, as well as proactively communicate wait times to passengers.
“As part of our continuing technology investment to provide better customer experience and a more efficient journey through the airport, we have deployed the solution throughout our domestic and international screening points. The combination of sensors and data-processing analytics software together offer powerful, real-time passenger movement information. We can now proactively manage passenger flow, and respond promptly and efficiently to irregular operations and disruptions – for example, by opening additional lines. We also display wait time for our travellers on a screen at the security entrance. The information helps reduce stress levels by creating realistic expectations, improving passengers’ travel experience,” explains Wayne Stiven, Technology Manager at Queenstown Airport.
“We’re happy to support Queenstown Airport’s effort to improve passenger experiences. With real-time insights into passenger flow, the airport now has the means to manage and improve the passenger process and optimise wait times to deliver an exceptional airport experience,” says Peter Knudsen, General Manager for Veovo Denmark.
The Passenger Predictability solution rollout follows the successful deployment of Veovo’s Airport Operating System and Flight Information Display System (FIDS) in 2015 and Resource Management Software in 2016. The latter enables planned allocation of fixed resources, such as gates, as well as optimising usage to handle real-time disruption or schedule changes. Combined, the solutions unlock valuable insights across the airport ecosystem to streamline operations, thereby improving the passenger experience.
“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.”