The use of Veovo sensors and analytics has helped Dublin Airport to efficiently manage queues, improving traveller experiences.
Dublin Airport is one of Europe’s fastest growing, with the airport handling over 30 million passengers in 2018. Despite the increase in popularity, travellers still expect a stress-free journey through the airport, the regulator expects security wait time service level agreement to be met, and airlines hope to achieve on-time departures.
To help monitor and handle the increasing passenger numbers smoothly and efficiently Dublin Airport implemented Veovo’s Queue Management solution.
The platform, which combines live people flow data from sensors and predictive analytics, allows the airport to respond proactively and efficiently if lines grow or areas become congested. Also, the information is used to provide minute-by-minute live forecasts of waiting times for the remaining hours of the day. It enables the airport to adjust plans if expected wait times deviate from original estimates, preventing queue build-up and avoiding potential KPI violations.
“We have deployed the technology at our key pinch points throughout our airport, including Security and Immigration. We use the information to help resource our operation on the day and to identify pinch points and potential passenger build-ups. The predictive data has proved to be very accurate and is used by the staff to monitor the operation and is also the queue time displayed on our mobile application and monitors around the airport”, says John Seely, Technology Projects Manager at Dublin.
“It tells us how many passengers have passed through a point at a given time and how long it took a group of passengers to pass from one point to another. This helps us make data-driven plans to ensure passengers get to their gate on time, improving on-time departures, and giving them the best experience they possibly can have”, says David Nugent, Terminal Two Operations Manager at Dublin Airport.
Predictive wait time for those joining the back of the queue is as important to understand as the actual wait time of those at the front of the queue and the two measurements can be quite different. When passengers arriving at the back of the queue accurately understand how long they will wait, this can significantly reduce stress.
Dublin Airport’s operator, DAA, also relies on Veovo Revenue Management to bill its airline customers for landing fees and other services used. With the system charge flexibility, the operator has built the incentives and innovative charge regime to attract new lines, expand routes and get the most from its assets.
