We’ve all been there — standing in seemingly endless queues at the airport, counting the minutes, and wishing we could fast-track through security. A global survey of 7,299 passengers echoes this sentiment, revealing that 45% of travellers prioritise faster security checks. Additionally, nearly half of the travellers flying for leisure or family visits believe their airport experience would significantly improve if only they could breeze through the queues quicker.
The problem isn’t just about comfort; it’s also about cost. The ACI reports that a mere 1% increase in global passenger satisfaction can lead to a growth of 1.5% in non-aeronautical revenues. Traditional queuing systems, on the other hand, lead to operational inefficiencies and contribute to passenger dissatisfaction.
So what’s the solution? Enter virtual queuing.
A virtual queue — also known as a digital queue or mobile queue — uses technology to organise and manage queues or lines in various settings, including airports. Passengers can pre-book their place in the queue for various airport services and get alerted when it’s their turn so they don’t have to stand in physical queues.
It’s applicable to multiple touchpoints: check-in, baggage drop, security, boarding, and even retail spaces within the airport. Essentially, it can be employed in any area of an airport where queues or lines typically exist.
Passengers use a website or mobile app to input their flight number and book a time slot for the service they need. When it’s their turn, a notification system alerts their phone so they can proceed to the area and complete that portion of their journey. Users can receive updates regarding their wait time through SMS notifications or push notifications on the mobile app, ensuring that they are kept informed about their place in the queue. Virtual queuing technology relies on real-time data and analytics to manage queues and ensure that people are served in a timely and efficient manner.
Navigating through an airport can often be a stressful experience, punctuated by long waits and uncertainty. With features designed to reduce waiting times, offer real-time updates, and allow for efficient use of time, virtual queuing serves as a game-changer for the passenger experience.
When it comes to running an airport, efficiency is the name of the game. It’s not just about getting passengers from point A to point B — it’s about making every aspect of the airport experience smoother for everyone involved. Virtual queuing does more than just improve the passenger experience; it also provides critical advantages for airport operations.
Virtual queue management systems bring together mobile apps, QR codes, and Artificial Intelligence (AI) to create a straightforward, efficient system for managing queues at airports. Thanks to AI and predictive analytics, airports can get ahead of the game, understanding passenger flow to make smarter resource choices. It’s not just about reducing queues; it’s about consistently delivering a smooth experience for both passengers and airport staff.
Direct, real-time notifications sent to passengers’ smartphones are a key part of the equation. These updates eliminate guesswork, letting passengers know exactly where they stand in the queue, as well as any changes to boarding times or gates. When virtual queuing integrates with other airport systems, it creates a coordinated approach to managing flow of passengers, making the whole operation more efficient.
Virtual queuing also supports airports’ sustainability initiatives. They minimise the need for physical infrastructure so can free up some much-needed space and take another step towards becoming more eco-friendly. Airport queue management systems are not just good operational sense; they’re a responsible choice too.
With the adoption of virtual queuing, airports can move away from maze-like barriers and ropes to create spaces and experiences that reduce travel-related stress and make the passenger journey smoother. Download the brochure, watch the video, or get in touch to learn how about how Rezcomm can help your airport implement virtual queuing solutions that can transform your airport’s efficiency and customer satisfaction.