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Cincinnati Airport cuts TSA security wait times by 33%

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Cincinnati Airport is soaring into the record books. Ranked one of the fastest-growing U.S. airport,  it’s also the first to implement Veovo’s Passenger Prediction technology at U.S security checkpoints, improving passenger flow and cutting peak wait times by more than 15 minutes.

With more discount airlines flying in and out of Cincinnati/North Kentucky International Airport (CVG), passenger growth has hit an all-time high. 

With such a massive passenger influx, CVG faces similar challenges to other fast-growing airports – how to streamline operations and improve passenger flow to avoid lengthy queues, rising tempers, and multiple late passenger calls.

Checkpoint congestion

CVG wanted to identify irregularities at security checkpoints by collecting data on what caused long queues. The airport decided to investigate in collaboration with the Transportation Security Administration (TSA), the U.S. Department of Homeland Security agency which screens passengers at U.S. airports.

CVG decided to implement Veovo’s Queue Management technology at TSA checkpoints in 2014, allowing them to measure the traveller experience and better allocate TSA resources. 
Actionable insight

After analysing the data, CVG identified that TSA schedules were misaligned with flight schedules.

A delay in security lane openings by as little as 15 minutes meant TSA staff could not meet the surge in passengers. Using Veovo, CVG could recommend staffing adjustments, resulting in a rapid reduction in wait times.

After just one year, CVG reduced average TSA wait times from 13.2 minutes to 8.9 minutes. Peak period screening averages also dropped to 11 mins 28 sec, well below CVG’s target of 15 minutes – despite peak-time checks increasing by 5,000.

  • Resources adjusted to reduce wait times rapidly
  • Passenger flow optimised to improve the individual experience
  • Wait time monitors were added to reduce passenger anxiety.

Wait times slashed 

CVG has streamlined its operations to cope with passenger growth and minimise wait times. As a result, passenger experience has improved, and CVG has consistently been awarded one of top North American Regional Airports in the annual SkyTrax awards.  

33%

faster security checkpoint queues

 

15 minutes +

faster queues during peak periods, reduce wait time from 45 mins or higher to less than 30 mins

 

11 mins 28 sec

average wait time for screening, well below the target of 15 mins

 

Amplifying experiences

CVG and Veovo are working together to expand the solution outside of the terminal. CVG hopes to gain a better understanding of customer parking, such as how much passengers are using competitor parking lots. They are also using Veovo to identify where passengers dwell once inside the terminal so they can spot new revenue opportunities, such as a location for a new restaurant or store.

With the visibility Veovo provides around people movement and volume, CVG continues to improve its efficiency and the passenger experience while keeping growth numbers on the upward trajectory.

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