Geneva Airport Cuts Wait Times by Half using Veovo
With the help of Veovo and best practice security checkpoint planning, Genève Aéroport (GVA) has been able to reduce waiting times by half and increase satisfactory performance days more than five times.
Genève Aéroport (GVA), which is the second busiest airport in Switzerland, has taken the passenger experience and operational efficiency to higher levels. In 2014, GVA improved the existing security checkpoint layout and increased the number of staff to cater for the increasing number of passengers. With these measures, GVA has been able to reduce the average waiting time at security by 51% from an average of 7 minutes to 3.5 minutes. Also, the airport has increased the number of days with satisfactory performance more than five times (from 54 days in 2014 to 297 days in 2015).
Equally, in 2014, a strategic decision was taken to optimise the planning and performance evaluation of the security checkpoints at GVA. The airport adopted Veovo´s Passenger Predictability solution to optimise the utilisation of the resources and create operational and managerial visibility, with the help of real-time measurements and advanced data intelligence.
The solution measures and analyses all the critical factors for queue development, such as real-time occupancy and dwell time measurements, using various sensors. The insights enable the airport to evaluate why the queue evolved as it did, and to analyse where to focus on improvements. It allows the airport to quickly pinpoint the drivers of poor performance, such as inaccurate forecasting or the lack of staff. It has enabled GVA to better plan staffing patterns and respond promptly and effectively to irregular operations and disruptions, preventing bottlenecks.
The improvements have enabled GVA to set new ambitious standards of service. Today the airport aims for 85% of all passengers experiencing less than seven minutes of waiting time in the security process and that no passengers are allowed to wait more than 20 minutes.
“The security planning organisation has been taken to new levels with accurate and trusted plans. This has allowed us to plan for the days ahead, but also to make unique daily plans for a whole year in advance. This has significantly increased the quality of the budgeting and capacity planning.” says Ruben Jimenez, Head of Security at Genève Aéroport.
“Veovo have provided us with powerful tools which have allowed us to gain a good understanding of the security check-point dynamics. In combination with the operational experience of our security staff, we work in a more and more proactive way. And most importantly our customers benefit directly by getting better service. We are looking forward to having Veovo by our side on our way forward.” says Anita Filli, Project Manager Landside Operations.
“We value the long-term cooperation with Genève Aéroport and their professional and innovative approach in using data to ensure efficient operations and passenger satisfaction. It has been a privilege to work with such dedicated people, from the first installations at Central Security to now include several other airport processes, and from being used solely for measurements to also include prediction. We look forward to being a part of Genève Aéroport’s ongoing plan in becoming one of Europe’s most progressive and service-minded airports,” says Kim Hermansen, Engineer at Veovo.