Amsterdam Airport Schiphol – Keeping Passengers Moving with Veovo
Amsterdam Schiphol Airport invested eight years ago in Veovo´s Passenger Predictability technology. A solution that has dramatically improved the way people move through the airport.
At Amsterdam Schiphol Airport, which serves as a transit hub for over 300 destinations, passenger numbers have skyrocketed from 50 million in 2011 to almost 70 million in 2017. Playing host to 107 airlines, and with six runways, 90 gates, heavily used road infrastructure and capacity constraints, Schiphol’s passenger management challenges are considerable, demanding valuable insight and collaboration.
The challenges facing Schiphol are by no means small. The airport needs to accommodate rapidly increasing passenger volumes, avoid safety breaches, comply with changing regulations, keep staff happy, expand capacity and ensure that passengers enjoy a pleasant airport experience.
Multiple challenges, one holistic solution
To make this possible, Schiphol rely extensively on data provided by Veovo Passenger Predictability solution to provide real-time queue and movement information, to proactively manage passenger flow.
“At passenger processes, airports must constantly be prepared to respond to increasing passenger numbers and demands. At Airport Schiphol, which battles challenges with capacity, the solution offers a necessary level of service and logistical insights,” says Michiel de Haas, Capacity Manager at Schiphol Amsterdam Airport.
The solution that keeps on growing
Since inception, new functionalities have been added, including predicted wait time information, displayed on screens at passenger processing points.
“What travellers want, is to move through all the multiple processing areas as fast as possible, so that they can relax without the pressure of potentially missed flights. Keeping passengers in the loop by providing them with estimated wait times, helps reduce stress levels by creating realistic expectations,” explains Christian Bugislaus Carstens, Marketing Manager at Veovo.
Also, a recently developed hybrid 3D and WiFi/BLE sensor solution help the airport alleviate critical overcrowding issues, while passenger flow measurement provides a seamless picture of passenger movement and behaviour throughout the airport. It helps the airport add value of existing facilities and make investments to unlock new business opportunities.
“Veovo helps us manage performance with data-driven certainty. With real-time visibility of passenger flow, we can keep security processing quick, but also make holistic decisions on how to create more efficient and more meaningful customer experiences throughout the airport. It has proven to be very valuable, as it provides continuous airport-wide visibility and measurements – a feature that other systems do not provide, as they are not able to measure flow for longer periods or through multiple stages of the journey,” explains Eric van´t Veer, Project Manager at Schiphol Group.
A part of Schiphol´s digital transformation
The cooperation has grown considerably over the years, resulting in continuously improved solutions for both the airport and Veovo. Today, the partnership plays an important part in Schiphol´s predictive approach and digital transformation initiative.
“We are working on the development of a data-driven and proactive approach towards performance management. Having accurate data available on a variety of processes is key. Therefore, we see developments towards a wider network of different sensors and combining information collected by a variety of systems. We want to work towards connecting the different processes we measure today into one single travel pattern,” ends Eric van´t Veer.
“Leveraging the immense amount of data enables Schiphol to learn from the past and help predict the future to make informed decisions. It also helps the airport to create a safe and secure environment, unique sense of place, and personalised experiences for everyone – staff, passengers and visitors alike,” says Peter Knudsen, General Manager at Veovo Denmark.
“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.”